Manager of the Service Desk

Advocare LLC • Marlton, NJ

5d

About The Position

Summary/Objective The Service Desk Manager is responsible for building and leading a new technical support team to provide excellent customer service and resolve all technical issues across all Advocare care centers and locations. Essential Functions Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Manage the Service Desk team, evaluate performance, and provide leadership by working with the Service Desk technicians to increase their technical capabilities, troubleshooting skills, as well as consistency and quality Ensure customer service is timely and accurate on a daily basis Set specific customer service standards and meet those that are provided by leadership Establish best practices through the entire technical support process Recruit, train and support help desk representatives and technicians Contribute to improving customer support by actively responding to queries, escalations, and facilitate conflict resolution Provide process improvement for existing procedures and follow up with customers to identify additional areas of improvement Develop daily, weekly and monthly reports on Service Desk team’s productivity Provide customer feedback to the appropriate IT Support teams Work with Non-IT Departments when necessary to assist them in the configuration and utilization of the IT Service Delivery Tools. Other duties as assigned

Requirements

• Proven experience as a Help/Service Desk manager in a Healthcare environment or a similarly complex industry.
• Excellent customer service skills
• Effective verbal and written communication skills
• Demonstrates professionalism, confidentiality, and diplomacy and can serve a wide range of employees with equity and tact
• Ability to establish and maintain effective working relationships with a diverse group of people at all levels of the organization
• Commitment to excellence and high standards
• Detail oriented with strong follow-up initiative
• Versatility, flexibility and a willingness to work within constantly changing priorities with enthusiasm
• Bachelor's degree in Computer Science, Information Technology, or related field and/or equivalent experience.
• 3-5 years of experience in Service/Help Desk Manager role in a Healthcare environment or a similarly complex industry.

Nice To Haves

• Experience with Freshservice
• Office 365 and AzureAD user support experience

Responsibilities

• Manage the Service Desk team, evaluate performance
• Provide leadership by working with the Service Desk technicians to increase their technical capabilities, troubleshooting skills, as well as consistency and quality
• Ensure customer service is timely and accurate on a daily basis
• Set specific customer service standards and meet those that are provided by leadership
• Establish best practices through the entire technical support process
• Recruit, train and support help desk representatives and technicians
• Contribute to improving customer support by actively responding to queries, escalations, and facilitate conflict resolution
• Provide process improvement for existing procedures and follow up with customers to identify additional areas of improvement
• Develop daily, weekly and monthly reports on Service Desk team’s productivity
• Provide customer feedback to the appropriate IT Support teams
• Work with Non-IT Departments when necessary to assist them in the configuration and utilization of the IT Service Delivery Tools.
• Other duties as assigned

Benefits

• Medical and Rx
• Dental
• Vision
• 401K Employer Match
• Flexible Spending Accounts (FSA)
• Health Savings Account (HSA)
• Voluntary Hospital Indemnity
• Voluntary Term Life and AD&D
• Voluntary Short-Term Disability & Long-Term Disability
• Voluntary Critical Illness, Cancer, and Accident Insurance
• MetLife Auto/Vehicle & Home Insurance Discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Manager