Overview
On Site
$110000 - $125000
Full Time
Skills
Call Center
IT Management
Field Operations
FOCUS
Continuous Improvement
Help Desk
Technical Support
IT Service Management
KPI
Customer Service
Communication
Management
Leadership
Insurance
SAP BASIS
Job Details
A fast growing company in the medical industry is currently looking for a Senior Manager of Help Desk to lead and evolve its internal IT support organization. This role will oversee a team of techs that support clinics, support centers, and call centers in a highly visible, business critical environment.
In this role, you'll work closely with IT leadership, field operations, and third party partners to modernize the help desk function, establish consistent standards, and scale support as the business continues to grow. The ideal candidate brings a hands on background in IT Support leadership, a strong customer service mindset, and the ability to motivate and develop teams within both structured guidelines and fast changing environments. This individual will focus on building sustainable processes, improving service quality, and leveraging data to drive continuous improvement, while serving as an escalation point and clinical and operational stakeholders.
It is a hybrid position based in Dallas with onsite work requires 3 days a week.
Required Skills & Experience
Tech Breakdown
The Offer
Applicants must be currently authorized to work in the US on a full-time basis now and in the future.
In this role, you'll work closely with IT leadership, field operations, and third party partners to modernize the help desk function, establish consistent standards, and scale support as the business continues to grow. The ideal candidate brings a hands on background in IT Support leadership, a strong customer service mindset, and the ability to motivate and develop teams within both structured guidelines and fast changing environments. This individual will focus on building sustainable processes, improving service quality, and leveraging data to drive continuous improvement, while serving as an escalation point and clinical and operational stakeholders.
It is a hybrid position based in Dallas with onsite work requires 3 days a week.
Required Skills & Experience
- Bachelors Degree is required
- 3+ years of experience managing a help desk team utilizing both call ques and ticketing systems
- 5+ years of hands on experience troubleshooting technology issues in an IT support environment
- Proven experience leading and developing employees across hybrid and remote teams
- Strong background with ITSM tools and ticketing platforms
- Demonstrated ability to analyze support metrics, KPIs, and trends to drive performance improvements
- Experience managing escalations and communicating effectively with stakeholders
- Ability to establish, document, and enforce support processes and service standards
- Strong customer service background with a calm, solutions focused approach
- Excellent organizational, communication and leadership skills
- Experience partnering with vendors and third party service providers while maintaining internal ownership
- Exposure to enterprise support management system implementations
- Experience supporting geographically distributed teams across multiple time zones
Tech Breakdown
- 100% Support
- 100% Leadership
The Offer
- Salary + Benefits
- Medical, Dental, and Vision Insurance
- Vacation Time
- Stock Options
Applicants must be currently authorized to work in the US on a full-time basis now and in the future.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.