Help Desk Manager- FT- Days- IT Service Desk Support - 21334

Help Desk ManagerDHR Health - US:TX:Edinburg - DaysSummary:POSITION SUMMARY:The I.S. Help Desk manager is responsible for overseeing the Help Desk operations and supervision of Help Desk agents. The selected candidate will ensure that end users are receiving top-level customer service and technical assistance. Additional responsibilities include managing all procedures related to the identification, prioritization, and resolution of end-user help requests, including monitoring, tracking, and coordinating Help Desk functions.POSITION EDUCATION/ QUALIFICATIONS:An associates degree in a related technical disciplineTwo years of experience supervising a contact center environmentCertification in related technical or customer service-oriented disciplineJOB KNOWLEDGE/EXPERIENCE:High school diploma and four years of practical experience in an enterprise environment in the following:4+ years of experience working in enterprise I.T. support role2+ years supervisory experience preferredKnowledge of I.T.I.L.

best practicesSkill in organizing resources and establishing prioritiesAbility to foster a collaborative environment and teamworkSolid relationship management and performance management skills.Ability to motivate and direct staff members and subordinatesProven track record of developing and providing Service Level Agreements (S.L.A.s) and Help Desk DeliverablesStrong focus on establishing, monitoring, and reporting on Key Performance Indicators (K.P.I.s)Ability to identify and analyze process-related metricsExceptional interpersonal skills, with a focus on listening and questioning skillsAbility to research a wide range of computing issues as requiredAbility to absorb and retain information quicklyAbility to present ideas in user-friendly language to non-technical staff and end-usersKeen attention to detailProven analytical and problem-solving abilitiesAbility to effectively prioritize and execute tasks in a high-pressure environmentExceptional customer service orientationExperience working in a team-oriented, collaborative environmentGood written and verbal communication skills requiredAbility to construct clear written proceduresStrong computer skills required with knowledge of Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook in an Exchange environmentHands-on experience with desktops and mobile operating systems, including (but not limited to) Windows 10, macOS, Apple iOS, and AndroidHands-on experience with Microsoft Active Directory objects, including user rights and permissions, organizational units, and groupsExperience troubleshooting computer software and hardwareExperience with remote support tools Experience with VPN clientsPOSITION RESPONSIBILITIES:Serves as the key responsible person in the management of Help Desk agentsProduces and performs daily operational reports and conducts frequent quality assurance call auditsImplement strategies to ensure the customer's experience exceeds their expectations. Maintains knowledge of I.S. Department operations and proceduresAssess the needs and manage the development of Help Desk policies and standard operating proceduresEstablish and enforce Service Level Agreements (S.L.A.s) in consultation with end-users to establish resolution expectations and timeframesMonitor contact center queues, including the ticket tracking softwareResponds to or redirect requests to the appropriate staff and departmentsAct as the first point of escalation for incidents, service requests, and problemsElevate complex and high priority problems to the appropriate support groupsFollow up on urgent nature tasks to ensure that the proper priority was assigned and provide status updates to end-users and leadershipInform management of any escalating problems, so they are resolved within established time framesAct as the communications lead, following the major incident procedure, and take responsibility for service-related communicationsCollaborate with the Service Desk Support Director and conducts personnel activities including hiring, training, evaluations, disciplinary actions, and other activities as requiredActively monitor and review calls to determine wait time, employee demeanor, technical accuracy, and time spent to provide resolutionSet goals for performance, support, and staff development through regular coaching meetings, training needs analysis, development plans, and appraisalsMonitors the productivity of all agents and generate appropriate reportsManage team performance against key metrics and company goals established for team productivity and client satisfactionDesign and manage incentive plans and recognition programs to reward team members who excel at meeting their K.P.I.sForecast call volumes and make necessary changes to staffing based on workloads and eventsManages the overall direction, coordination planning, assignment, and directing work for Help Desk agentsPrepare agent schedulesProvide feedback when necessary and recommend corrective actions to address end-users concerns and complaints to improve the Help Desks workflowsDevelop training activities for Help Desk agentsAssist with the development and management of knowledge articles and other relevant documentationWork with others in Information Technology to coordinate various functions to share solutions and knowledge easily and promptlyMust be able to adapt and support new and quickly-changing technologiesResearch solutions or information regarding technical issuesProvide assistance, administrative support, and perform other duties or projects as assigned or approved by I.S. Leadership Must be able to lift up to 50 lbs routinelyOther information:LINES OF RESPONSIBILITIES:(Chain-of-command)1. (I.S.

Service Desk Director) ? 2. (Chief Information Officer)CUSTOMER SERVICE:Provide excellent customer service to all DHR customers. All employees are required to attend the DHR C.A.R.E.S program which outlines the Customer Service Principals including: Commitment, Accountability, Respect, Excellence and Service.AGE SPECIFIC :Employees must be able to demonstrate the knowledge and skills necessary to provide care appropriate to the age of the patients served in his/her assigned unit. The individual must demonstrate knowledge of principles of growth and development over the life span and possess the ability to assess data reflective of the patient's status and interpret the appropriate information needed to identify each patient's requirement relative to his or her age.AMERICANS WITH DISABILITIES ACT: (ADA) :A.

Essential Duties : Indicated by bold print within performance standards, preceding individual numbered criteria.The following table provides physical requirements that will be associated with, but not limited to, this position:Light/moderate lifting up to 20 lbs, from the floor to shoulder height.KneelingMust be able to assist other employees with lifting more than 20 lbs.WalkingLight/moderate carrying up to 20 lbs.Standing/SquattingStraight pullingSittingPulling hand over handPushingRepeated bendingStooping/BendingReaching above shoulderClimbing StairsSimple graspingClimbing LaddersDual simultaneous graspingDepth Perceptions neededAbility to seeIdentify ColorsOperating office equipmentTwistingOperating mechanical equipmentAbility to read and writeAbility to CountAbility to hear verbal communication without aidOperating Personal VehicleAbility to comprehend written/verbal communicationOther: Ability to deal with stressOSHA Category - IIIB. Working Conditions : The individual spends