Help Desk Manager

Job Overview

The IT Help Desk Manager will supervise the daily activities of the help desk team to increase reliability, visibility, and supportability. You will help solve critical issues as part of a cross-functional team and provide training and direction to other technical staff that perform the bulk of the first level support tasks.

You will

Deploy, build, implement, and test application or infrastructure solutions to meet business requirement and functional specifications.

Collaborate with development teams to assist with integrating new products into enterprise infrastructure.

Assist with automation and deployment of applications in datacenter and Azure.

Manage infrastructure in Azure to ensure optimal capacity, performance, security and availability.

Work with vendors and partners to resolve problems and implement solutions.

Research, diagnose, troubleshoot production incidents.

Perform log analysis to identify the root cause of the issues.

Identify failed transactions and real-time processing events and engage appropriate technical owners to drive problem resolution.

Monitor the environment health and drive improvements to enhance availability and performance.

Drive permanent solutions and improvements after root cause is identified.

Identify opportunities for automation and operational efficiency.

Provide consultation and support to our business leaders to meet their technology needs.

Develop and execute the project and process plans, implement policy improvements and changes, set goals, and acquire resources needed to continuously improve the work product.

Requirements

Leadership experience, goal setting, coaching, mentoring, and career development.

Minimum 3 years' experience with Microsoft technologies (Server, Active Directory, SQL Server, etc.)

Proficient in one infrastructure domain and have a working understanding of several IT domains (i.e., Telecom, Networking, Messaging, Server operations, Storage, Databases, etc.)

Proven aptitude to successfully work as part of a team.

Bachelor's degree (B.A.) from a four-year college or university; or 3-5 years related experience; or equivalent combination of education and experience.

Troubleshooting and resolving issues with no or minimal assistance.

Preference will be given to applicants who have completed and maintained basic industry certifications (COMPTIA A+, etc.) and/or Microsoft certifications (MCSA, MCSE, VCP)

Related experience in a healthcare environment strongly preferred.

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Short & Long Term Disability
• Life Insurance
• 401k with company match
• Paid Time Off
• Paid Parental Leave