IT Help Desk Manager - Remote

Company: Specialized Dental
Location: Franklin
Posted on: November 14, 2023

Job Description:

Overview
Job Description:
Manages the staff and operations of a technical help desk. Ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates. Implements and utilizes help desk systems and tools to identify, document, track and resolve reported problems. Identifies and gathers key metrics to analyze the help desk performance and identify problem areas. Develops and optimizes processes to achieve service level requirements and performance goals. We are looking for a leader who can lead a team of Engineers successfully as well as provide a high-level of customer service to our practices. They will also provide oversight of contracted support desk services to ensure our internal standards are upheld and assist in the development of those standards. May act as the escalation point and facilitator for severe, critical, or unique issues. Typically requires a bachelor's degree. Typically reports to Head of a Unit/Department.
About Us:
Specialized Dental Partners, a private equity backed firm in 34 States, is the exclusive management services group for endodontists, periodontists, and other specialized dentists. - We partner with top tier specialized dentists throughout the United States to collaborate and grow their practices so they can pursue clinical excellence without getting mired in the administrative side of the business - and without relinquishing clinical autonomy. Specialized Dental Partners provides comprehensive operational, marketing, and administrative support services, reinvests resources, and applies best practices and innovative technologies to improve clinical and financial performance - resulting in steadier, more profitable growth for all. The result is that our partners are able to do more of what they love while securing their professional futures.
Responsibilities

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• Monitor the help desk ticketing system, respond timely to technical user problems and document repairs/services.
  
• Overseeing the customer service satisfaction and SLA's of the helpdesk to ensure outsourced support is supporting our practices with white glove service and in a timely manner.
  
• Assisting in the development of how we want IT Support to service our practices to create trust and reliability of our internal IT team.
  
• Create clear step by step end-user instructions and/or support end-users remotely.
  
• Manage team of Engineers who take on all level of tickets for practices.
  
• Multi-task, problem-solve, and manage time (between tickets or projects).
  
• Assist in creating the standards set for the help desk.
  
• Work and think effectively under pressure and accurately prioritize and complete tasks within established time frames.
  
• Ability to assume responsibility and exercise good judgment when making decisions within the scope of the position.
  
• Properly communicating resolutions to our clients with patience and understanding.
  
  Qualifications
  
  • 
    
  • 2-4 years supporting Microsoft Products
    
  • 5 years working as an IT Support Technician.
    
  • Excellent telephone skills and good ability to use Remote Access
    
  • Good analytical and troubleshooting abilities
    
  • Strong knowledge of viruses, application glitches, and hardware issues
    
  • Patient and able to walk customers through troubleshooting and repair process
    
  • Excellent communication abilities
    
  • Excellent customer service skills
    
  • Keeps abreast of changes in technology
    
  • Great organizational abilities
    
  • Great understanding of installations and updates
    
  • Experience with Zendesk is preferred.
    
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Keywords: Specialized Dental, Franklin , IT Help Desk Manager - Remote, IT / Software / Systems , Franklin, Tennessee