Help Desk Manager

Join Aya Healthcare, winner of multiple Top Workplace awards!

The Help Desk Manager will be an integral part of our rapidly growing IT team, helping to manage the help desk team, which consists of help desk technicians and new hire setup team. This person will see that inventory, ordering, asset management, account management and creation and shipment of equipment to remote users and satellite offices is done timely, efficiently and correctly. They will be efficient and comfortable leader and mentor working under the Sr. Help Desk Manager and managing the Help Desk and Onboarding Teams. The ability to multi-task, while maintaining structure, organization and managing the triaging of tickets that come into our help desk system, is essential in this position. The ideal candidate for this job is resourceful, a good problem solver, not easily stressed and organized.

This position is a hybrid role and current expectations will require being in our San Diego office 2-3 days per week. 

Who We Are: 

We’re a $10+ billion, rapidly growing workforce solutions provider in the healthcare industry. We deliver tech-enabled services that help healthcare organizations meet and manage their contingent labor needs. We build and manage tech-enabled marketplaces for national and local healthcare talent and deliver contingent labor management solutions through our proprietary software platform.

At Aya, we’re obsessed with creating exceptional experiences for our clients, clinicians and employees. In fact, we put employee satisfaction above all else. Our team members are responsible for incomparable customer experience and we know that happy employees are critical to maintaining happy clients. We foster an entrepreneurial, high-energy, low-bureaucracy culture and value innovative thinking and creative problem solving. We embrace diversity in thought and backgrounds unified by a commitment to high achievement. When you join Aya, you’ll be surrounded by teammates who care about you as an individual and leaders who will help you grow both personally and professionally.

Responsibilities:

• Oversee the team who manages all licensing management, ordering and shipping of equipment and hardware.
• Assist the Sr. IT Support Manager with tasks, projects and various administrative duties.
• Manage Help Desk Team, Ticket Triage and Ticket Loads.
• Contribute to improving customer support by actively responding to escalated tickets.
• Establish best practices throughout the entire technical support process.
• Develop and maintain daily, weekly and monthly reports on help desk team’s productivity.
• Build and maintain a knowledge base, making sure all articles are up to date.

Required Qualifications:

• Bachelor's Degree preferred
• 5+ years’ experience in a user and systems support role
• 3+ years of people management experience
• Experience with developing documentation and building out knowledge bases.
• Experience supporting email systems & client software (Outlook)
• Basic understanding of Active Directory, Exchange, Office 365 and Azure AD
• Solid technical background with an ability to give instructions to a non-technical audience
• Experience handling ticket escalations
• Ability to respond to employees and end users in a professional, empathetic and courteous manner
• Exceptional organizational skill with strong attention to detail
• Management experience of small to medium sized help desk teams.

What We Offer:   

• Free premium medical, dental, life and vision insurance  
• Generous 401(k) match   
• Aya also offers other benefits to those that are eligible and where required by applicable law, including reimbursements and discretionary bonuses   
• Aya provides paid sick leave in accordance with all applicable state, federal, and local laws. Aya’s general sick leave policy is that employees accrue one hour of paid sick leave for every 30 hours worked. However, to the extent any provisions of the statement above conflict with any applicable paid sick leave laws, the applicable paid sick leave laws are controlling   
• Celebrations! We hit our goals and reward ourselves.   
• Company-sponsored virtual events, happy hours and team-building activities are always on the horizon — plus, you get a special treat on your birthday!  
• Unlimited DTO — we believe in time off!  
• Virtual yoga, meditation or boot camp classes offered daily   

Compensation: Aya reasonably anticipates the pay scale for this position to be an annual salary of $125,000 to $140,000.  

The pay scale for this position may vary if applicant possesses experience outside of what Aya reasonably anticipates for this position. Bonuses are subject to the role and your manager’s discretion.   

Aya is an Equal Opportunity Employer (EEO), including Disability / Vets, and welcomes all to apply. Please click here for our EEO policy.