*Supervisory Responsibilities *
* Hires and trains IT employees.
* Schedules, organizes, and assigns projects to members of the IT team.
* Conducts performance evaluations that are timely and constructive.
* Handles discipline and termination of employees as needed and in accordance with company policy.
*Primary Responsibilities/Essential Functions *
* Manage and lead a team of IT helpdesk technicians, providing guidance, coaching, and support to ensure high performance and productivity.
* Develop and implement onboarding and offboarding processes, ensuring smooth transitions for new hires and departures, including provisioning and deprovisioning of accounts, hardware, and software.
* Oversee access management processes, including user account creation, permissions management, and access reviews, to ensure compliance with security policies and regulatory requirements.
* Monitor network services and infrastructure, proactively identifying and resolving issues to minimize downtime and optimize performance.
* Implement and maintain an asset management system, ensuring accurate tracking and inventory of IT assets, including hardware, software licenses, and peripherals.
* Prioritize and assign helpdesk tickets, ensuring timely resolution of technical issues and adherence to service level agreements (SLAs).
* Monitor helpdesk performance metrics, analyze trends, and implement strategies for continuous improvement.
* Act as a point of escalation for complex technical issues, providing hands-on support and guidance to resolve critical incidents.
* Collaborate with other IT teams and departments to facilitate cross-functional projects and initiatives.
* Identify training needs and opportunities for skill development within the helpdesk team, organizing training sessions and workshops as needed.
* Stay informed about industry best practices, emerging technologies, and trends in IT support to ensure the helpdesk remains up-to-date and efficient.
* Other duties as assigned
Education & Qualifications
* Preferred bachelor's degree in information technology, Computer Science, or a related field.
* Proven experience (3 years) in a helpdesk management role, preferably in a fast-paced healthcare environment.
* Strong technical background with expertise in troubleshooting hardware, software, and network issues.
* Excellent leadership and communication skills, with the ability to motivate and inspire team members.
* Solid understanding of ITIL framework and helpdesk best practices.
* Experience with helpdesk ticketing systems (e.
g.
, ServiceNow, Fresh service) and remote support tools.
* Ability to work under pressure and handle multiple priorities effectively.
* IT certifications (e.
g.
, ITIL, CompTIA A+, Microsoft Certified Professional) are a plus.
* Must possess a valid Driver’s License.
* Proficient in speaking, reading and writing the English language.
Job Type: Full-time
Pay: $75,000.
00 - $80,000.
00 per year
Benefits:
* 401(k)
* Dental insurance
* Health insurance
* Paid time off
* Vision insurance
Experience level:
* 3 years
Experience:
* helpdesk management: 3 years (Required)
Ability to Relocate:
* Kalamazoo, MI: Relocate before starting work (Required)
Willingness to travel:
* 25% (Preferred)
Work Location: In person
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