Help Desk Manager

This is a fully remote position, open to applicants in United States, +6 more locations.

📋 Description

• Oversee the daily support operations for customers in the US and Canada, ensuring the establishment and maintenance of effective incident management and escalation processes.

• Ensure that support requests are logged, prioritized, assigned, tracked, and resolved efficiently.

• Monitor ticket volumes, response times, resolution times, escalations, SLAs, and communications to ensure optimal performance.

• Guarantee adequate coverage during business hours, after-hours, and weekends by participating in on-call rotations.

• Develop and uphold escalation procedures for critical and high-priority incidents.

• Act as an escalation point for complex or high-impact support issues and coordinate responses to major incidents.

• Maintain the knowledge base, troubleshooting guides, and standard operating procedures for AssistIQ solutions.

• Train, mentor, and develop support staff; set performance goals and conduct feedback and performance reviews.

• Implement and monitor key performance indicators (KPIs) and service level agreements (SLAs); provide reports and dashboards for leadership while identifying trends and process improvements.

• Cultivate relationships with internal users, customers, vendors, and business stakeholders.

• Deploy tools and technologies, including AI for optimization, to enhance support efficiency and customer experience.

• Lead technical support for AssistIQ's SaaS healthcare iPad and web solutions, including EHR integrations.

⛳️ Requirements

• A minimum of 5 years of experience in customer support operations, with at least 2 years leading technical support teams and managing support operations, SLAs, KPIs, and escalation processes.

• Strong knowledge of incident and problem management practices, along with experience using ticketing and service management tools/platforms.

• Excellent analytical, organizational, and problem-solving skills, complemented by strong written and verbal communication abilities.

• Proven capability to manage multiple priorities in a fast-paced environment.

• A strong customer-service orientation with the ability to effectively collaborate with both technical and non-technical stakeholders.

• Technical proficiency in troubleshooting software applications on iPads and web platforms in an integrated healthcare setting.

• Understanding of complex healthcare integration challenges involving EHRs like EPIC and ERP systems such as Workday is an advantage.

• Familiarity with ticketing and CRM platforms.

• Experience managing remote support teams distributed across various geographic locations.

• Background in supporting SaaS or cloud-based enterprise healthcare customers in the United States.

• Willingness to work Pacific time schedules and participate in after-hours rotations.

🏝️ Benefits

• Health insurance

• 3 weeks of vacation

• 10 sick days

• Flexible work hours

• A collaborative, engaging, top-of-class culture