IT Manager - Support

Gastro Health•Miami, FL

4d•Onsite

About The Position

Gastro Health is seeking a Full-Time IT Manager - Support to join our team! Gastro Health is a great place to work and advance in your career. You'll find a collaborative team of coworkers and providers, as well as consistent hours. IT Manager – Support leads the day-to-day operations of the IT support team, ensuring the delivery of efficient, high-quality technical assistance to internal clients and staff. This leadership role is responsible for overseeing the help desk, managing support workflows, and serving as the escalation point for complex or critical technical issues. The IT Manager – Support will coordinate support services across all locations, ensuring adherence to service level agreements (SLAs) and company policies. This position also plays a key role in onboarding new employees, allocating workload to maximize team strengths, and driving continuous improvement across support functions.

Requirements

AS degree required
Experience in installing, configuring, and maintain personal computers, networks, and related hardware and software
Working knowledge of PC and server hardware configurations, maintenance and troubleshoo
Working knowledge of MS Server environments (2016, 2012, 2008), MS Office 365, MS operating systems (Windows 10, 8, 7), Terminal Services (MS Remote Desktop Protocol and/or VNC); SSH Protocol, MS Office Suite (Word, Excel, Outlook, PowerPoint)
Ability to communicate technical information to non-technical personnel.
Ability to install, configure, and maintain personal computers, networks, and related hardware and software.
Ability to learn and support new hardware, software, and operating systems.
Multitasking is a key trait required.
Critical thinker.
Customer Service skills should be polished and a must.
Effective Communicator.
Knowledge of HIPAA laws as they pertain to the use of computer software.
Organization and documentation management.
Self-directed.
Skill in organizing and establishing priorities.
Strong verbal and written communication skills.
Team Player.
Work independently without direct supervision.
Should be able to work on a task-oriented basis.

Nice To Haves

BA degree preferred
A+ Certified preferred

Responsibilities

Day to day management of effective and efficient support services which meet the needs of our clients
Allocate workload to fully utilize every employee’s talent
Ensure that new hires are on-boarded effectively and in line with our training procedure
Effective management of the client relationship and resolution of client issues
Utilize help desk software to document problems, resolutions, and closures
Assist IT team with any projects that relate to IT needs for Gastro Health
Ensure team adherence to all team, account, and client policies and procedures
May develop technical and user instructions and documentation and provide training on new or changed applications for all employees
Provide regular constructive feedback on performance/development and address poor/mediocre performance in a timely manner
Recognize high performers to maintain motivation and retain key talent
Oversee the request and incident tickets related to client services support and act as an escalation point for urgent and complex support issues. Ensures timely and appropriate response to meet service level agreements. Determines root cause of issues and communicate appropriately to internal and external customers.
Answering, evaluating, and prioritizing incoming telephone, email and self-service requests for assistance from end-users
Diagnosing and resolving end-user issues regarding printers, PC hardware, email, Internet, VPN and local area network access
Escalating Help Desk issues, especially

Benefits

Medical
Dental
Vision
Spending Accounts
Life / AD&D
Disability
Accident
Critical Illness
Hospital Indemnity
Legal
Identity Theft
Pet
401(k) retirement plan with Non-Elective Safe Harbor employer contribution for eligible employees
Discretionary profit-sharing with employer contributions of 0% - 4% for eligible employees
Tickets at Work program that provides discounts on concerts, travel, movies, and more.