Help Desk Manager

AssistIQ

4d•Remote

About The Position

In the Help Desk Manager role, we are seeking a dedicated and customer-focused individual to lead support for all AssistIQ customers across all our solutions. You will be responsible for leading and managing a team of analysts handling technical support operations. In this role you will ensure customers receive timely and effective technical support and maintain high levels of customer satisfaction, system availability and operational efficiency. You will establish and monitor service-level objectives, develop documentation, enhance processes and work closely with internal teams to support these objectives. Your team will provide support for issues involving our SaaS healthcare iPad and web solutions, as well as our EHR integrations. Given the nature of startup life, the role is dynamic with priorities evolving, regularly. AssistIQ has west coast customers, and the expectation is this role will work Pacific hours.

Requirements

5+ years of experience in customer support operations with 2+ years of leading technical support teams, managing support operations, SLAs, KPIs, and escalation processes.
Strong understanding of incident/problem management practices and experience with ticketing and service management tools/ platforms.
Strong analytical, organizational, problem-solving and excellent written and verbal communication skills.
Demonstrated ability to manage multiple priorities in a fast-paced environment.
Strong customer-service orientation and ability to work effectively with technical and non-technical stakeholders.
Technical skills to troubleshoot software applications on the iPad, web and in an integrated healthcare environment.
Willingness to work Pacific time schedules and being on after-hours rotations.

Nice To Haves

Ability to understand complex healthcare integration issues with EHRs such as EPIC and ERP systems such as Workday is a plus.
Experience with ticketing and CRM platforms.
Experience managing geographically distributed remote support teams as.
Experience supporting SaaS or cloud-based enterprise healthcare customers in the United States.

Responsibilities

Manage day-to-day support operations for US and Canadian customers establishing and maintaining effective processes for incident management and escalations.
Ensure support requests are logged, prioritized, assigned, tracked, and resolved.
Monitor ticket volumes ensuring timely response times, resolution times, escalations, SLAs and communications.
Ensure appropriate coverage during business and after-hours and weekends, participating in the on-call rotations.
Develop and maintain escalation procedures for critical and high-priority incidents.
Serve as an escalation point for complex or high-impact support issues, coordinating major incident responses with appropriate communication to stakeholders.
Maintain knowledge base of AssistIQ solutions, troubleshooting guides, and SOPs.
Train, coach, and develop support personnel, establishing performance objectives and conducting periodic feedback and performance reviews.
Help implement and monitor KPIs and SLAs, delivering reports and dashboards for leadership and identifying trends and process corrections.
Maintain strong relationships with internal users, customers, vendors, and business stakeholders.
Implement tools and technologies (including AI for optimization) that improve support efficiency and customer experience.