Help Desk Manager manages the staff and operations of an organization's technical help desk. Ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates. Being a Help Desk Manager trains the team on the help desk systems and tools to identify, document, track, and resolve reported problems. Identifies and gathers key metrics to analyze the help desk performance and identify problem areas. Additionally, Help Desk Manager monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Acts as an escalation point and facilitator for severe, critical, or unique issues. May require a bachelor's degree. Typically reports to a director. The Help Desk Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Help Desk Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Job description
Our Mission at Pinnacle Home Care is "Changing lives through the art of the experience"!! Pinnacle Home Care is a full-service Medicare Certified and Florida Licensed Home Health Company locally owned and operated by home health professionals who are passionate about delivering exceptional, quality care to the communities that we serve. We take pride in our home health care professionals who are devoted to fulfilling the levels of service that we uphold. Human service can never be successful without dedication, just as dedication cannot be realized without passion.
Why Join us:
JOB DESCRIPTION SUMMARY
The primary role of an IT Help Desk Specialist III is to provide though leadership to the IT Help Desk team and serve as an escalation point for the Help Desk to resolve customer issues, identify root causes, and implement associated remediation. Additionally, this role has specific responsibilities to develop automations using Microsoft Power Platform and SharePoint Online.
ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES
1. Provide advanced technical support to end-users via phone, email, and in-person to resolve complex IT issues promptly and effectively.
2. Investigate, diagnose, and resolve hardware and software problems related to desktops, laptops, printers, mobile devices, and other IT equipment.
3. Collaborate with other IT team members and third-party vendors to escalate and resolve critical issues that require further expertise.
4. Perform advanced troubleshooting, system analysis, and root cause analysis to identify underlying problems and implement appropriate solutions.
5. Configure and maintain SharePoint user accounts, access rights, and permissions in accordance with company policies and security best practices.
6. Conduct software and hardware upgrades, patches, and migrations while ensuring minimal disruption to end-users.
7. Create and maintain documentation related to IT processes, procedures, and troubleshooting guides to enhance knowledge sharing and enable self-service for end-users.
8. Contribute to IT projects and initiatives, including system upgrades, migrations, and deployments.
9. Stay up to date with emerging technologies, industry trends, and best practices to provide innovative solutions and improve the efficiency of IT operations.
10. Serve as point of support escalation for Help Desk Specialists.
11. Design and implement Power Automate workflows, including approvals, notifications, data integration, and process automation.
12. Design and implement Power Automate workflows, including approvals, notifications, data integration, and process automation.
13. Integrate Power Platform applications with other systems and data sources, leveraging connectors, APIs, and custom connectors.
14. Perform testing, debugging, and troubleshooting to identify and resolve issues in Power Platform solutions.
15. Provide training and support to end-users, ensuring effective adoption and utilization of Power Platform applications.
16. Follow up with customers, provide feedback and see problems through to resolution.
17. Utilize excellent customer service skills and exceed customers’ expectations.
18. Provide robust support documentation and run books for developed bots, flows, and power apps.
POSITION QUALIFICATIONS
1. At least 5 years of IT experience including level 3 desktop support.
2. Demonstrated progressive experience in progressing in an IT support framework.
3. Experience using ITSM products
4. Programming experience
5. PowerShell and scripting experience
6. Knowledge of Microsoft Power Platform
7. Intermediate skills eith SharePoint online workflows
8. Strong critical thinking skills.
9. Exceptional customer service orientation.
10. Healthcare IT experience a plus
Job Type: Full-time
Pay: $45,000.00 - $50,000.00 per year
Benefits:
Experience level:
Schedule:
Ability to Relocate:
Work Location: In person
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