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Wellworks For You · 2 days ago
IT Support Manager
Malvern, PA
Full-time
Onsite
Senior Level
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Responsibilities
Establish and configure the technical support help desk, including selecting and implementing necessary tools, software, and processes.
Provide first-line technical support to users, addressing and resolving hardware, software, and network issues in a timely and efficient manner.
Develop and document technical support policies, procedures, and best practices to ensure consistent and effective service delivery.
Monitor and manage help desk ticketing system, ensuring all support requests are logged, tracked, and resolved within defined service level agreements (SLAs).
Train and onboard new technical support staff as the team expands, providing guidance and mentorship to ensure high performance and professional development.
Analyze support metrics and user feedback to identify areas for improvement and implement strategies to enhance the overall user support experience.
Stay up-to-date with industry trends and advancements in technology to continuously improve support operations and service delivery.
Qualification
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Required
Proven experience setting up and managing a technical support help desk.
Proven experience in an IT support role, with a strong understanding of technical support best practices and methodologies.
Ability to work independently and take initiative in setting up and managing technical support operations.
Excellent problem-solving skills and the ability to troubleshoot and resolve complex technical issues.
Strong communication skills, with the ability to effectively interact with users of varying technical expertise.
Experience with help desk ticketing systems and remote support tools.
Leadership and team management experience is mandatory
Benefits
Internal incentive program
Growth opportunities
Comprehensive benefits package - Medical, Dental, Rx, Vision, Life, Disability, Hospital reimbursement plan
401k with employer match
Employee Assistance Program through LifeMatters EAP
Mental health benefits, including access to paid therapy
Paid maternity leave after 12 months
Paid Time Off including time off to volunteer in your community
Casual dress code
Wellness program and teambuilding opportunities with incentives
Milestone anniversary program
Ongoing training and education
Company
Wellworks For You
Wellworks For You is a corporate wellness & mental well-being Company focusing on high touch customer service.
Founded in 2009
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Thomas M. Tegler
CEO & President
Recent News
Company data provided by crunchbase
