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About the Role

The IT Help Desk Manager is responsible for resolving technical issues reported through the organization's ticketing system, providing hands-on leadership, and delivering a world-class support experience. This role requires granular technical support, achieving departmental goals, and leading a team to exceed performance expectations.

Responsibilities

• Deliver frontline technical support for all employees and external partners.
• Foster positive end-user relationships, drive customer satisfaction, and provide team management and leadership.
• Promote continuous improvement of Tier 1 support, workstation administration, and telecom delivery.
• Monitor ticket volume and performance metrics, supporting the team in exceeding expectations.
• Gather and report operational metrics, accomplishments, and priorities for leadership meetings.
• Establish and implement ITILv3 Framework standards with constant goals for improvement.
• Analyze business requirements to determine technology needs.
• Ensure successful delivery of services and projects on time and within budget.
• Escalate and resolve software issues with the information systems/development team.
• Escalate and resolve third-party software/systems issues.
• Define team goals and lead IT personnel to achieve desired results, being accountable for team performance.
• Develop and maintain a Technical Support/knowledge base.
• Oversee Asset Management and Inventory.
• Manage recommended software and hardware purchases for the department, analyzing technology trends and recommending solutions.
• Inspect the use of technological equipment and software for functionality and efficiency.
• Identify the need for upgrades, configurations, or new systems and report to upper management.
• Administer and support unified communication, including phone systems and related applications.
• Manage and work with cross-team projects.
• Effectively lead team efforts and integrate individual skills for project and organizational success.
• Supervise employees, monitor progress and performance, and accomplish department objectives.
• Maintain departmental staffing by assisting with recruiting, selecting, orienting, and training employees, and fostering growth opportunities.
• Conduct regular check-ins with direct reports to monitor performance and discuss progress.
• Conduct annual performance evaluations for all direct reports.
• Maintain a safe and healthy work environment by establishing and enforcing organization standards and policies.
• Accept other duties as assigned.

Requirements

• Must possess a valid Driver's License with a satisfactory driving record.

Skills

• Define and implement processes and procedures for supporting all departments.
• Collect feedback to determine patterns and issues for resolution or FAQ provision.
• Manage the software and hardware recommended purchases for the department.
• Effectively leads team efforts and integrates the skills and strengths of individuals across teams for project and organizational success.
• Management reserves the right to assign or reassign duties and responsibilities at any time within the team.
• Maintain a safe and healthy work environment by establishing and enforcing organization standards and adhering to the organization's policies and compliance.

Location

• 227 Thorn Avenue, Orchard Park, NY

Work Type

• Full-time

Experience Level

• 3+ years of experience in a technical capacity with hands-on experience
• 3+ years of experience and a general understanding of the ITILv2 or later framework
• 3+ years of experience with technical hardware, intermediate to advance knowledge of software implementation.
• 3+ years of experience in a Service or Helpdesk role with root cause analysis knowledge

Education Level

• Associate degree in business, Computer Science, or equivalent experience to meet the needs of the position.

Salary/Compensations

• $26.00-$33.00/hourly

About the Company

• Spectrum Health & Human Services respectfully partner with adults, children, and families as they recover from behavioral, emotional, mental health, and/or substance-related disorders by offering individualized and meaningful opportunities of hope, empowerment, and support to achieve self-defined improvements in their quality of life.