Manager Information Systems (Help Desk)

Job Description Your Leadership in Action The help desk manager leads a 24x7 technical support team, ensuring efficient and effective customer service. Key responsibilities include managing and mentoring staff, handling escalated issues, setting performance standards, and managing processes for resolving technical problems. The role also involves monitoring performance metrics, creating reports, and coordinating with other departments to improve the user experience. Team leadership : Supervise, mentor, and train help desk staff, and evaluate their performance. Operational management : Oversee daily help desk operations, including managing support tickets, setting schedules, and ensuring consistent service coverage. Customer service : Ensure high levels of customer satisfaction, handle escalated or high-priority issues, and implement policies to improve service. Process improvement : Develop and refine problem-resolution processes, establish service-level agreements (SLAs), and identify areas for improvement. Performance monitoring : Track key performance indicators (KPIs), create reports on team productivity, and monitor trends to identify recurring issues. Qualifications What’s Required Bachelor’s degree in computer science, Business, Healthcare, or related field required with 8 years’ experience in the helpdesk or service desk management field. In lieu of a bachelor’s degree, 12 years of relevant experience in IT help desk or IT service desk management is required. Minimum 3 years experience managing a Help Desk preferred MBA / MPH degree and advanced continuing education in information systems trends and methodology is preferred. ITIL, HDI or other service management certifications preferred. Experience in working with Help Desk operations required. Current or very recent experience working with or in a complex computer environment is preferred. Healthcare experience preferred Additional Information Are you Munson Material? Apply today! Munson Healthcare requires all employees be vaccinated or have lab confirmed immunity for Measles, Mumps, Rubella and Varicella. MHC also requires all employees to receive a flu vaccine during the flu season in the year that they are hired and annually thereafter, or receive an approved medical or religious exemption. Apply tot his job