Pyramid Healthcare Help Desk Manager in Altoona, Pennsylvania
Pyramid Healthcare is excitedly seeking a Help Desk Manager to join our growing team!
Deliverables/Principal Results Expected:
Provide Management of the Pyramid Ticketing System and service desk staff.
Use ticket tracking to document problems and corresponding solutions, and analyze resulting data to improve performance and training.
Supervisory duties may include determining personnel requirements, hiring, setting schedules and insuring that those under their direction have adequate resources to complete their jobs.
Managing the help desk team and ongoing/annual performance evaluations.
Ensuring customer service is timely and accurate on a daily basis.
Improve the employee (customer experience) continuously.
Technical support duties may include, but not limited to:
Microsoft Active Directory administration. Includes user creation/deletion, folder permissions, and password resets.
Office 365 email administration. Creating/deleting email accounts, assigning encryption to email accounts where required, create/maintain email distribution lists, and manage email licensing.
Common technical support duties include answering telephones, communicating with clients, diagnosing hardware and software malfunctions, troubleshooting problems, replacing hardware and installing new software on clients' machines.
Specific company-wide duties may include, but not limited to:
Creation of run books for each site and help drive standardization
Read or listen to client problems and collect necessary information to identify and solve technical issues.
Remotely or in person conduct set-up, administration, configuration, or troubleshooting of problems.
Update and maintain company-wide computer inventory and asset management system.
Other duties as assigned.
5+ years of Helpdesk management experience or equivalent.
Significant prior experience managing and motivating people.
General knowledge of Management Information Systems as it relates to Software, Computer Hardware and Networks.
Graduate of a Computer/MIS degree program required.
Familiarity with working in a healthcare company is preferred.
Paid Time Off