Help Desk Manager
Job Summary
Leading a team of analysts, the full-time remote Help Desk Manager will oversee technical support operations for customers in the US and Canada, ensuring timely issue resolution and high customer satisfaction while working Pacific hours.
Key responsibilities:
- Manage day-to-day support operations, establishing effective incident management processes
- Monitor ticket volumes and ensure timely responses, resolutions, and adherence to SLAs
- Train and develop support personnel, implementing KPIs and delivering performance reports
Required qualifications:
- 5+ years of experience in customer support operations, with 2+ years in a leadership role
- Strong understanding of incident/problem management and experience with ticketing tools
- Technical skills to troubleshoot software applications in a healthcare environment
- Experience managing geographically distributed remote support teams
- Willingness to work Pacific time schedules and participate in after-hours rotations
Complete Job Description
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