Manager Help Desk
Manager Help Desk
Posted on :
05-04-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
05-04-2025
Job Description
Description
The Manager IT Help Desk provides oversight of the daytoday operations of the help desk and ensures that endusers are receiving the appropriate assistance in a timely manner to deliver The MedVet Experience to our patients clients and Referral Partners. The Manager promotes a culture that supports development of engaged and empowered team members which are located both centrally and within the field. The focus will be to boost productivity efficiency enhance excellence in the communication and monitoring of service levels delivered while living MedVets core values of Teamwork Leadership and Compassion.
This position is located at MedVets home office in Worthington OH. Hybrid work available 23 days in Worthington OH and 23 days work from home).
Responsibilities include but are not limited to
- Build and nurture positive working relationships with team and throughout the organization
- Foster relationships with key customers infrastructure team and endusers becoming a champion of enduser satisfaction
- Develops and implements department goals budgets plans and standards consistent with the organization
- Gain insight from data by developing reports metrics and KPIs
- Lead improvement initiatives to ensure goals are met
- Collaborate with all levels of the organization to work effectively including participation in strategic goal setting budgeting and financial management
- Lead coach and manage multilocation team on a detail basis to improve enduser service efficiency and technical aptitude
- Responsible for overall direction coordination and performance evaluation of team
- Manage the day to day help desk operations by ensuring that tickets are attended to in a timely manner escalate as appropriate and closed with proper documentation
- Directs team in recognizing identifying isolating and resolving client issues at the Tier 1 and Tier 2 level and escalating appropriately to the Tier 3 level as needed
- Provide support to the organization by working on trouble tickets from the help desk and communicating with users via ticketing system email and telephone
- Resolve escalated user issues and issues of complex scope that impact the team and overall organization and business objectives
- Continually improve best practices and help desk process to provide exceptional enduser service and deliverables
- Maintain current knowledge of relevant technologies
- Participates in special projects as requested
Knowledge Skills and Abilities
Our ideal candidate has a bachelors degree in computer science or related field and/or a combination of work experience and certifications in qualified fields. Experience in the healthcare and/or veterinary industry is a plus but not required. In addition this position requires:
- Minimum of 5 years of directly related experience supporting help desk operations with progressive leadership experience
- 7 years of experience of hands in a help desk technical support role
- ITIL Foundations Certification or above preferred.
- Thorough understanding of SLAs OLAs KPIs
- Ability to work and communicate effectively with all levels of the organization
- Strong multitasking organizational and documentation skills
- Experience managing a remote employees
- Maintains a positive and respectful attitude
- Ability to think critically and logically and exercise proper judgement
MedVet offers a competitive compensation and full benefits package including paid time off health insurance dental vision and 401K w/company match.
Come as you are. MedVet is an equal opportunity employer. We are also a drugfree organization; therefore employment with MedVet is dependent upon the passing of a drug screen and background check.
MedVet does not accept unsolicited resumes from thirdparty recruiters.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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