Help Desk Analyst supporting Pennsylvania’s Medical Marijuana program by diagnosing caller issues and providing solutions. Seeking caring individuals who enjoy problem solving and helping others.
About the role
- Director of Helpdesk Operations at HonorBuilt managing helpdesk operations for technical support services. Leading strategy and team performance to enhance service delivery.
Responsibilities
- Provide strong leadership to teams of support professionals bridging communications across multiple Helpdesks.
- Foster a positive and collaborative work environment, promoting teamwork, professional growth, and employee satisfaction.
- Conduct regular performance assessments, coaching, and mentorship for both team members and leaders to enhance team capabilities.
- Develop and implement standardized processes and responsive procedures for support to ensure consistent service delivery across all Helpdesk entities and locations.
- Monitor and manage the performance metrics of each Helpdesk, ensuring adherence to service level agreements (SLAs) and continuous improvement in efficiency and effectiveness.
- Collaborate with senior leadership and additional teams to align support strategies with overall organizational goals.
- Develop and implement a strategic roadmap for the evolution of our Helpdesk services, keeping abreast of industry best practices and emerging technologies.
- Build and maintain strong relationships with internal stakeholders to understand their support needs and expectations.
- Act as a point of escalation for complex issues and work proactively to resolve challenges across teams in a timely manner.
- Identify and evaluate new technologies and tools to enhance the capabilities of Helpdesk operations.
- Stay informed about industry trends and emerging technologies to drive continuous improvement in support services.
- Develop and manage the budget for IT Helpdesk operations, ensuring optimal resource allocation and cost-effectiveness.
Requirements
- 10+ years of experience in a leadership role overseeing multiple teams, locally and remote.
- Bachelor’s degree in information technology, Computer Science, or directly related industry standard certifications.
- Strong knowledge of IT service management (ITSM) principles and best practices.
- Excellent communication and interpersonal skills, with the ability to interact effectively with technical and non-technical stakeholders.
- Demonstrated experience in strategic planning, budget management, and project management.
- ITIL certification and ServiceNow experience are a plus.
Benefits
- Health insurance
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
Helpdesk Support Executive responsible for technical support of Library Management and Healthcare Costing Systems. Ensuring system stability and service delivery for users in Singapore.
Senior Manager designing scalable digital architecture solutions for the telecommunications sector. Collaborating with cross - functional teams to enhance digital product offerings and user experiences.
Pre - Visit Specialist I at Augusta Health providing scheduling and pre - visit services for a compassionate healthcare provider. Focused on enhancing patient experience in a hybrid work environment.
Audit Manager leading audit engagements and teams at PwC in Brno/Praha. Focused on compliance with PwC methodology and legislative requirements while advising clients.
Junior Mitarbeiter im IT Support bei home24 in Berlin. Unterstützen interner Anwender:innen und stellen sicher, dass Technik reibungslos läuft.
IT Support/Administrator for KIS Applications at Inselsberg Klinik in Bad Tabarz. Providing technical support and system adaptation for healthcare applications in a clinical setting.
Technicien de support informatique pour accompagner les utilisateurs dans un environnement digital. Assurer le dépannage, l’installation et la maintenance des équipements informatiques.
Senior Director of Data & AI Architecture at Colliers leading cloud - native data and AI platform initiatives. Transforming digital processes and providing strategic architectural leadership for enterprise systems.
Senior Product Manager specializing in Helpdesk 2.0, enhancing AI - driven customer support solutions. Collaborating with engineering and design to improve workflows and agent experiences.