Manager of the Service Desk

Description

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

Required Competencies (Knowledge, Skills and Abilities) 

The requirements listed below are representative of the knowledge, skills and abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

• 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

Supervisory Responsibility

Yes

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Position Type/Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, 8:30 a.m. to 5:30 p.m. but additional time may be required to meet company objectives. 

Travel

Some travel may be required. This may include to the Home Office in Marlton, NJ or our Care Centers located in NJ, PA & Delaware. This would be the exception and not the rule.

Benefits

Advocare, LLC offers a competitive salary and robust benefits package, including multiple medical and dental plans, vision, Health Savings Accounts (HSAs), flexible spending accounts, 401(k) retirement plan, paid time off, and more. Employee Health 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

Required Education and Experience

• 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.

Preferred Education and Experience

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