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

DHR Health - US:TX:Edinburg - Days

Summary:

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 discipline
Two years of experience supervising a contact center environment
Certification in related technical or customer service-oriented discipline

JOB 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 role
2+ years supervisory experience preferred
Knowledge of I.T.I.L. best practices
Skill in organizing resources and establishing priorities
Ability to foster a collaborative environment and teamwork
Solid relationship management and performance management skills.
Ability to motivate and direct staff members and subordinates
Proven track record of developing and providing Service Level Agreements (S.L.A.s) and Help Desk
Deliverables
Strong focus on establishing, monitoring, and reporting on Key Performace Indicators (K.P.I.s)
Ability to identify and analyze process-related metrics
Exceptional interpersonal skills, with a focus on listening and questioning skills
Ability to research a wide range of computing issues as required
Ability to absorb and retain information quickly
Ability to present ideas in user-friendly language to non-technical staff and end-users
Keen attention to detail
Proven analytical and problem-solving abilities
Ability to effectively prioritize and execute tasks in a high-pressure environment
Exceptional customer service orientation
Experience working in a team-oriented, collaborative environment
Good written and verbal communication skills required
Ability to construct clear written procedures
Strong computer skills required with knowledge of Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook in an Exchange environment
Hands-on experience with desktops and mobile operating systems, including (but not limited to) Windows 10, macOS, Apple iOS, and Android
Hands-on experience with Microsoft Active Directory objects, including user rights and permissions, organizational units, and groups
Experience troubleshooting computer software and hardware
Experience with remote support tools Experience with VPN clients

Responsibilities:

POSITION RESPONSIBILITES:
Serves as the key responsible person in the management of Help Desk agents
Produces and performs daily operational reports and conducts frequent quality assurance call audits
Implement strategies to ensure the customer's experience exceeds their expectations. Maintains knowledge of I.S. Department operations and procedures
Assess the needs and manage the development of Help Desk policies and standard operating procedures
Establish and enforce Service Level Agreements (S.L.A.s) in consultation with end-users to establish resolution expectations and timeframes
Monitor contact center queues, including the ticket tracking software
Responds to or redirect requests to the appropriate staff and departments
Act as the first point of escalation for incidents, service requests, and problems
Elevate complex and high priority problems to the appropriate support groups
Follow up on urgent nature tasks to ensure that the proper priority was assigned and provide status updates to end-users and leadership
Inform management of any escalating problems, so they are resolved within established time frames
Act as the communications lead, following the major incident procedure, and take responsibility for service-related communications
Collaborate with the Service Desk Support Director and conducts personnel activities including hiring, training, evaluations, disciplinary actions, and other activities as required
Actively monitor and review calls to determine wait time, employee demeanor, technical accuracy, and time spent to provide resolution
Set goals for performance, support, and staff development through regular coaching meetings, training needs analysis, development plans, and appraisals
Monitors the productivity of all agents and generate appropriate reports
Manage team performance against key metrics and company goals established for team productivity and client satisfaction
Design and manage incentive plans and recognition programs to reward team members who excel at meeting their K.P.I.s
Forecast call volumes and make necessary changes to staffing based on workloads and events
Manages the overall direction, coordination planning, assignment, and directing work for Help Desk agents
Prepare agent schedules
Provides feedback when necessary and recommend corrective actions to address end-users concerns and complaints to improve the Help Desks workflows
Develop training activities for Help Desk agents
Assist with the development and management of knowledge articles and other relevant documentation
Work with others in Information Technology to coordinate various functions to share solutions and knowledge easily and promptly
Must be able to adapt and support new and quickly-changing technologies
Research solutions or information regarding technical issues
Provide 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 routinely

Other information:

LINES OF REPSONSIBILITES:

(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.
Yes
Kneeling
Yes
Must be able to assist other employees with lifting more than 20 lbs.
Yes
Walking
Yes
Light/moderate carrying up to 20 lbs.
Yes
Standing/Squatting
Yes
Straight pulling
Yes
Sitting
Yes
Pulling hand over hand
Yes
Pushing
Yes
Repeated bending
Yes
Stooping/Bending
Yes
Reaching above shoulder
Yes
Climbing Stairs
Yes
Simple grasping
Yes
Climbing Ladders
No
Dual simultaneous grasping
Yes
Depth Perceptions needed
Yes
Ability to see
Yes
Identify Colors
Yes
Operating office equipment
Yes
Twisting
Yes
Operating mechanical equipment
Yes
Crawling
No
Ability to read and write
Yes
Ability to Count
Yes
Ability to hear verbal communication without aid
Yes
Operating Personal Vehicle
Yes
Ability to comprehend written/verbal communication
Yes
Other: Ability to deal with stress
Yes
OSHA Category
III

B. Working Conditions: The individual spends over 95% of his/her time in an air-conditioned environment with varying exposures to noise. There is protection from weather conditions but not necessarily from temperature changes. The position does have low exposure to malodorous, infectious body fluids from patients and some minimal exposure to noxious smells from cleansing agents.

C. Occupational Exposure: This position has minimal to no exposure to blood, body fluids, or tissues and is an OSHA Category III (although situations can be imagined or hypothesized under which anyone, anywhere, might encounter potential exposure to body fluids). Person who performs these duties are not called upon as part of their employment to perform or assist in emergency medical care or first aid or to be potentially exposed in some other way.

D. Aptitudes: HIGH 1 2 3 4 5 6 LOW

Intelligence: General learning ability: The ability to "catch on" or understand instructions and underlying principles. Ability to reason and make judgments. 3

Verbal: Ability to understand meanings of words and ideas associated with them, and to use them effectively. To comprehend language, to understand relationships between words, and to understand meanings of whole sentences and paragraphs. To present information or ideas clearly. 3

Numerical: Ability to perform arithmetic operations quickly and accurately. 2

Spatial: Ability to comprehend forms in space and understands relationships of plane and solid objects. Frequently described as the ability to "visualize" objects or two or three dimensions, or to think visually of geometric forms. 2

Form Perception: Ability to perceive pertinent details and objects or in pictorial or graphic material to make visual comparisons and discriminations and see slight differences in shapes and shadings of figures and widths and lengths of lines. 3

Clerical Perception: Ability to receive pertinent details and verbal or tabular material. To observe differences in copy, to proofread words and numbers, and to avoid perceptual errors in arithmetic computation. 2

Motor Coordination: Ability to coordinate eyes and hands to fingers rapidly and accurately in making precise movements with speed. Ability to make a movement response accurately and quickly. 3

Finger Dexterity: Ability to move hands easily and skillfully. To work with fingers in placing and turning motions. 3

Manual Dexterity: Ability to move hands easily and skillfully. To work with hands in placing and turning motions. 3

Eye-Hand-Foot Coordination: Ability to move the hand and foot coordinately with each other in accordance with visual stimuli. 3

Color Discrimination: Ability to perceive and respond to similarities or differences in colors, shapes, or other values of the same or different color. To identify a particular color, or to recognize harmonious or contrasting color combinations, or to match color adequately. 3

I have read and reviewed my job description with my supervisor or designee and I understand the job I am expected to perform.

If applicable ____________ certification will be completed within _________ time frame of hire/transfer date.

Employee Signature: Date:

Transfer/Hire Date Effective: .