IT Help Desk Manager
IT Help Desk Manager
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Job Description
Job Details
Description
Centurion is proud to be a leading provider of comprehensive healthcare services to correctional facilities state hospitals and community mental health centers nationwide.
We are currently seeking a full-time IT Help Desk Manager to join our IT Team located inTallahassee Florida.
The IT Help Desk Manager will oversee all aspects of IT support for Centurions nationwide correctional healthcare contracts and corporate offices. This role is responsible for ensuring seamless technology service delivery through proactive communication strategic planning and the development and implementation of scalable IT support resources.
- Oversee daily operations of the IT Helpdesk including recruitment training and performance management of helpdesk personnel.
- Administer the ticketing system to ensure accurate categorization timely resolution and appropriate escalation of support requests.
- Monitor and enforce Key Performance Indicators (KPIs) to maintain service levels and operational efficiency.
- Ensure comprehensive documentation and training materials are available to support onboarding and the development of new technicians.
- Collaborate with other IT teams to streamline issue resolution and enhance overall service delivery.
- Stay informed on emerging IT trends and technologies to improve helpdesk performance and user experience.
- Provide mentorship to junior staff ensuring adherence to project timelines and daily task schedules.
- Act as the technical lead for the implementation of new IT initiatives and technologies.
- Assist in evaluating long-term IT and business needs offering strategic technical recommendations.
- Communicate complex technical information clearly and effectively to diverse audiences both verbally and in writing.
- Build and maintain strong working relationships with end users vendors and management.
- Independently resolve routine issues and guide others through complex problem-solving scenarios.
- Assess user requirements and recommend effective technical solutions.
- Perform additional duties as assigned to support IT operations and organizational goals.
Qualifications
- Bachelors degree in a technical field such as Computer Science Information Systems or a related field and/or equivalent professional experience in a related area.
- 46 years of experience in systems administration and network management.
- 23 years of leadership experience in a Helpdesk Team Lead or Supervisor role.
- Proven ability to develop and mentor team members through training coaching and strategic learning opportunities.
- Strong expertise in server and computer hardware/software installation testing and operations with a solid understanding of software applications used to automate diverse organizational functions.
- Excellent interpersonal and communication skills including experience liaising with vendors delivering presentations to clients or peers and collaborating with senior leadership.
- Demonstrated ability to troubleshoot issues efficiently and automate routine processes.
- Exceptional written and verbal communication skills.
- Proactive and resourceful with a strong ability to take initiative in fast-paced dynamic environments.
We offer excellent compensation and comprehensive benefits for our full-time team members including:
- Health dental vision disability and life insurance
- 401(k) with company match
- Generous paid time off
- Paid holidays
- Flexible Spending Account
- Continuing Education benefits
- Much more...
Required Experience:
Manager
Employment Type
Full-Time
