Overview
Manager, Help Desk Jobs in Worthington, OH at MedVet
Title: Manager, Help Desk
Company: MedVet
Location: Worthington, OH
Description
The Manager, IT Help Desk provides oversight of the day-to-day operations of the help desk and ensures that end-users are receiving the appropriate assistance in a timely manner to deliver The MedVet Experience to our patients, clients and Referral Partners. The Manager promotes a culture that supports development of engaged and empowered team members which are located both centrally and within the field. The focus will be to boost productivity, efficiency, enhance excellence in the communication and monitoring of service levels delivered while living MedVet’s core values of Teamwork, Leadership and Compassion.
This position is located at MedVet’s home office in Worthington, OH. Hybrid work available ( 2-3 days in Worthington, OH and 2-3 days work from home).
Responsibilities Include, But Are Not Limited To
Build and nurture positive working relationships with team and throughout the organization
Foster relationships with key customers, infrastructure team and end-users becoming a champion of end-user satisfaction
Develops and implements department goals, budgets, plans and standards consistent with the organization
Gain insight from data by developing reports, metrics and KPIs
Lead improvement initiatives to ensure goals are met
Collaborate with all levels of the organization to work effectively including participation in strategic goal setting, budgeting, and financial management
Lead, coach and manage multi-location team on a detail basis to improve end-user service, efficiency and technical aptitude
Responsible for overall direction, coordination and performance evaluation of team
Manage the day to day help desk operations by ensuring that tickets are attended to in a timely manner, escalate as appropriate and closed with proper documentation
Directs team in recognizing, identifying, isolating and resolving client issues at the Tier 1 and Tier 2 level and escalating appropriately to the Tier 3 level as needed
Provide support to the organization by working on trouble tickets from the help desk and communicating with users via ticketing system, email and telephone
Resolve escalated user issues and issues of complex scope that impact the team and overall organization and business objectives
Continually improve best practices and help desk process to provide exceptional end-user service and deliverables
Maintain current knowledge of relevant technologies
Participates in special projects as requested
Knowledge, Skills, And Abilities
Our ideal candidate has a bachelor’s degree in computer science or related field and/or a combination of work experience and certifications in qualified fields. Experience in the healthcare and/or veterinary industry is a plus but not required. In addition, this position requires:
Minimum of 5 years of directly related experience supporting help desk operations with progressive leadership experience
7+ years of experience of hands in a help desk technical support role
ITIL Foundations Certification or above preferred.
Thorough understanding of SLAs, OLAs, KPIs
Ability to work and communicate effectively with all levels of the organization
Strong multi-tasking, organizational and documentation skills
Experience managing a remote employees
Maintains a positive and respectful attitude
Ability to think critically and logically and exercise proper judgement
MedVet offers a competitive compensation and full benefits package, including paid time off, health insurance, dental, vision, and 401K w/company match.
Come as you are. MedVet is an equal opportunity employer. We are also a drug-free organization; therefore, employment with MedVet is dependent upon the passing of a drug screen and background check.
MedVet does not accept unsolicited resumes from third-party recruiters.
