Help Desk Manager

**Agency Profile:**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. **Full-time: 227 Thorn Avenue, Orchard Park, NY** **SUMMARY OF POSITION FUNCTION:** The IT Help Desk Manager's primary objective is resolving and providing remediation on all technical issues reported throughout the organization's ticketing system. The position also requires hands-on leadership and is responsible for delivering a world-class support experience for the entire organization and external partners. The HelpDesk Manager is expected to provide technical support at a granular level with all technical issues while achieving departmental overall goals and objectives. Additionally, the HelpDesk Manager must work independently with solid leadership, communication, and advance-level technical skills while leading and fostering a team to excel and exceed performance expectations. **MAJOR DUTIES AND RESPONSIBILITIES:** - Deliver frontline technical support for all employees and external partners. - Foster positive end-user relationships, drive customer satisfaction, and team management and leadership are a must. - Promote continuous improvement of Tier 1 support, workstation administration, and telecom delivery for all stakeholders. - Monitoring ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary. - Gather and report operational metrics, accomplishments, and priorities for weekly/monthly leadership meeting(s) with Directors, VPs, and SVPs. - Establish and implement ITILv3 Framework standards with constant goals for improvement. - Analyze the business requirements of all departments to determine their technology requirements and needs. - Successful delivery of services and projects supporting the business both on time and within budget. - Escalation and resolution of software issues to the information systems/development team - Escalation and resolution of third-party software/systems issues by the support team - Define team goals and lead IT personnel to achieve desired results while being accountable for team performance. **SKILLS/COMPETENCIES:** - Define and implement processes and procedures for supporting all departments across the organization. - Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customers to ease troubleshooting. - Develop and maintain Technical Support/knowledge base. Oversee Asset Management and Inventory - Manages the software and hardware recommended purchases for the department. This entails analysis of technology trends and recommending effective and economical solutions. - Inspect the use of technological equipment and software to ensure functionality and efficiency. - Identify the need for upgrades, configurations or new systems and report to upper management. - Administration and support of unified communication, including phone system and its related applications. - Manages and works with cross-team projects with all departments. - 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. - Accomplish department objectives by supervising employees and monitoring their progress and performance. - Maintain departmental staffing by assisting with recruiting, selecting, orienting, and training employees and fostering growth opportunities. - Conduct regular or routine check-ins with all direct reports to monitor performance, track the progress of work duties and responsibilities and discuss successes and challenges. - Condu…