Healthfirst

The Manager, IT Deskside Support is responsible for managing and advancing the second-level support of end-user service requests and computing issues. The role is responsible for the support of end user technology of approximately 4500 internal users. The role requires strong managerial skills, a deep commitment to end-user satisfaction, and experience in driving process improvement.

Duties & Responsibilities: Responsible for the documentation process and procedures for the Deskside Support team Responsible for hardware inventory management Manage and document for ticketing system operations Communicate policies and drive performance expectations, provide feedback to direct reports Provide guidance to the Deskside Support team to diagnose and resolve client problems Manage escalated customer issues by resolving or referring to specialized experts as needed Monitor and report the status of tickets and tasks assigned to the Deskside Team and ensure items are coordinated, logged, tracked, and resolved appropriately in a timely manner Contribute to the development, communication and implementation of policies, procedures, best practices, recommendations, and guidelines for standards Coordinate daily schedules of non-exempt/hourly employees Partner with business leaders in Information Technology strategies and roadmap Initiatives Identify and establish Deskside Support KPIs and metrics to drive high performance Work with Manager, IT Service Desk, on training and transitioning Level 1 responsibilities and issues with documentation. Measure and report on key service-level metrics, including average response time, first-contact resolution rate, mean time to repair, average handle time, call avoidance, and end-user productivity. Strive for continuous improvement of the incident management process and the integration of the incident management process with other IT operations management processes, such as problem and change management. Build and maintain relationships with all IT teams to ensure that IT-delivered services and end-user productivity goals are understood and exceeded. Perform end-user satisfaction surveys (transactional and periodic) and develop action plans to address areas needing improvement. Advance the use of a knowledge repository to share information among all levels of IT service and support. Be an active member of the change, release, asset and problem management teams responsible for increased call avoidance, improved asset use and decreased end-user downtime. Promote self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs. Perform trend analyses and develop action plans for improving service timeliness and reducing costs. Other duties as assigned Minimum Qualifications High School Diploma required; Bachelor’s Degree from an accredited institution or equivalent work experience 5+ years of experience identifying and resolving PC related problems in a corporate environment; including 3+ years of experience developing/supervising/scaling deskside support team(s) required Working knowledge of an IT Service Desk Tool (for example, ServiceNow) and best practices Preferred Qualifications Ability to motivate staff while establishing and maintaining trust, credibility and buy-in Knowledgeable and practiced in working with variety of business units and end users to brainstorm and identify solutions Knowledge of Microsoft products; Windows 7 & 10 Operating System, Active Directory (Exchange, Objects, GPO, Permissions), SCCM, Office 2010/365, SharePoint, OneDrive, Microsoft Teams and Skype for Business; use of group policies, security and distribution groups Ability to elicit and communicate technical and non-technical information in a clear and concise manner Self-directed, able to work with minimal supervision Ability to effectively interact and maintain professionalism with a diverse workforce Prepared to work and capable of working a flexible schedule, which can include:  weekends, holidays and/or on-call (includes 24 hr.) as needed and sometimes with same day notice.

Hiring Range*: Greater New York City Area (NY, NJ, CT residents): $108,300 - $156,485 All Other Locations (within approved locations): $95,300 - $141,780 As a candidate for this position, your salary and related elements of compensation will be contingent upon your work experience, education, licenses and certifications, and any other factors Healthfirst deems pertinent to the hiring decision. In addition to your salary, Healthfirst offers employees a full range of benefits such as, medical, dental and vision coverage, incentive and recognition programs, life insurance, and 401k contributions (all benefits are subject to eligibility requirements). Healthfirst believes in providing a competitive compensation and benefits package wherever its employees work and live. *The hiring range is defined as the lowest and highest salaries that Healthfirst in “good faith” would pay to a new hire, or for a job promotion, or transfer into this role.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, gender identity, sexual orientation, national origin, age, genetic information, military or veteran status, marital status, mental or physical disability or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.