HELP DESK MANAGER – DUTIES:
The Bureau of Medical Services requires a qualified
Contractor to provide management of and on-going support for its Information Technology (IT)customer support services. This position will provide a full-service user-centered operation following the ITIL Service Mangement Framework. The ITIL definition of the service operation is the single point of contact between the service provider and the users. The Help Desk Manager (HDM) is responsible for leading our customer support team to provide high-quality customer service and resolve all technical issues.This position requires significant IT Helpdesk experience and exceptional organizational andtask-management skills, ensuring that all service tickets are assigned and addressed in a timelymanner and resolved on time.As a Help Desk Manager, you should have a problem-solving attitude, a solid technicalbackground, and extensive customer service experience.The Helpdesk Manager will be responsible for the following:
- Manage the help desk team, serving as a Subject Matter Expert on useraccounts, MED applications, Remedy ticketing system, and asset tracking.
- Experience with providing a full-service user-centered operation following ITIL Service Management Framework.
- Ensure customer service is timely and accurate.
- Maintain and update knowledgebase resources, such as “Howto”, templates, etc.
- Contribute to improving customer support by actively responding toqueries and handling complaints, and following up with customers to identify areas ofimprovement.
- Establish best practices through the entire technical support process.
- Develop monthly reports on help desk team’s productivity; and
- Provide support to office andremote users using Remedy ticketing system, while escalating tickets as necessary to theappropriate support teams.
- Track work items and project tasks in Azure DevOps
- Administer Windows Server 2019 virtual machines hosted in AWS
- Configure and maintain Active Directory, Group Policy Objects (GPOs), Internet Information Services (IIS), SQL Server 2019, and Windows Server Update Services (WSUS)
- Execute vulnerability scans via Tenable, assess results, and remediate vulnerabilities as needed for system compliance
- Troubleshoot any access problems and implement network security policies and application security, access control and corporate data safeguards and monitor patch management to ensure network equipment and operating systems are protected against vulnerabilities
HELP DESK MANAGER – QUALIFICATIONS:
- Strong verbal and written interpersonal communications skills and ability to deal effectively with customers, peers and management
- A minimum 5 years IT customer support experience via ahelp desk / service desk model;
- Experience troubleshooting a wide range of IT problems
- Experience with Remedy ticketing system; working knowledge of MS operating systems(Windows 10) and applications (Office 2016, O365)
- Ability and desire to provide extraordinarycustomer-service to internal customers
- Ability to work independently and in a dynamic environment;
- Strong problem solving and organizational skills.
- Microsoft Certifications are a plus.
HELP DESK MANAGER – REQUIRED CLEARANCE:
Required clearance for this position is Secret.
Physical Demands:
While performing the duties of this job, the employee is regularly required to sit. The employee frequently is required to walk; use hands to finger, handle or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand. MicroHealth will recruit, hire, train, and promote persons in all job titles, and ensure that all other personnel actions are administered without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, or status as a protected veteran and ensure that all employment decisions are based only on valid job requirements.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.If you need a reasonable accommodation due to a disability for any part of the employment process, please send an e-mail to [email protected] with your request and contact information.
employee may lift or move objects up to 5 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.
