Supervisory Responsibilities
- Hires and trains IT employees.
- Schedules, organizes, and assigns projects to members of the IT team.
- Conducts performance evaluations that are timely and constructive.
- Handles discipline and termination of employees as needed and in accordance with company policy.
Primary Responsibilities/Essential Functions
- Manage and lead a team of IT helpdesk technicians, providing guidance, coaching, and support to ensure high performance and productivity.
- Develop and implement onboarding and offboarding processes, ensuring smooth transitions for new hires and departures, including provisioning and deprovisioning of accounts, hardware, and software.
- Oversee access management processes, including user account creation, permissions management, and access reviews, to ensure compliance with security policies and regulatory requirements.
- Monitor network services and infrastructure, proactively identifying and resolving issues to minimize downtime and optimize performance.
- Implement and maintain an asset management system, ensuring accurate tracking and inventory of IT assets, including hardware, software licenses, and peripherals.
- Prioritize and assign helpdesk tickets, ensuring timely resolution of technical issues and adherence to service level agreements (SLAs).
- Monitor helpdesk performance metrics, analyze trends, and implement strategies for continuous improvement.
- Act as a point of escalation for complex technical issues, providing hands-on support and guidance to resolve critical incidents.
- Collaborate with other IT teams and departments to facilitate cross-functional projects and initiatives.
- Identify training needs and opportunities for skill development within the helpdesk team, organizing training sessions and workshops as needed.
- Stay informed about industry best practices, emerging technologies, and trends in IT support to ensure the helpdesk remains up-to-date and efficient.
- Other duties as assigned
Education & Qualifications
- Preferred bachelor's degree in information technology, Computer Science, or a related field.
- Proven experience (3 years) in a helpdesk management role, preferably in a fast-paced healthcare environment.
- Strong technical background with expertise in troubleshooting hardware, software, and network issues.
- Excellent leadership and communication skills, with the ability to motivate and inspire team members.
- Solid understanding of ITIL framework and helpdesk best practices.
- Experience with helpdesk ticketing systems (e.g., ServiceNow, Fresh service) and remote support tools.
- Ability to work under pressure and handle multiple priorities effectively.
- IT certifications (e.g., ITIL, CompTIA A+, Microsoft Certified Professional) are a plus.
- Must possess a valid Driver’s License.
- Proficient in speaking, reading and writing the English language.
Job Type: Full-time
Pay: $75,000.00 - $85,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience:
- helpdesk management: 3 years (Required)
Ability to Relocate:
- Kalamazoo, MI: Relocate before starting work (Required)
Willingness to travel:
Work Location: In person
