Gonzaba Medical Group · 1 month ago
IT Helpdesk Manager
San Antonio, TX
Full-time
Onsite
Mid, Senior LevelGonzaba Medical Group is seeking an IT Helpdesk Manager who will report to the Director of Information Technology. The role involves managing a team of support technicians, providing technical assistance, and ensuring efficient Helpdesk operations.
Health CareMedical
Responsibilities
Manage a team of support technicians and act as a mentor and coach to team members
Prepare regular reports on the Helpdesk’s performance and propose improvements
Align with department leaders and other stakeholders to define Helpdesk requirements for new implementations
Recruit, train, and support Helpdesk representatives and technicians
Develop and implement Helpdesk policies and procedures
Provide opportunities for skills expansion and career development
Maintain a high level of technical knowledge and expertise, escalating more complex issues to the appropriate IT staff
Act as an escalation point for severe, critical, or unique issues
Ensure that all Helpdesk tickets are responded to in a timely and professional manner
Assign tickets to appropriate team members based on skillset and availability
Monitor ticket queues and escalate tickets as necessary
Set specific customer service standards
Contribute to improving customer support by actively responding to queries and handling complaints
Provide customer feedback to the appropriate internal teams
Maintain strict confidentiality
Qualification
Required
Reports to the Director of Information Technology, who provides objectives, timelines, resources, and responsibilities to support the current and future needs of Gonzaba Medical Group
Responsible for managing employees
All duties performed will be done accurately and in a timely manner
Manage a team of support technicians and act as a mentor and coach to team members
Prepare regular reports on the Helpdesk's performance and propose improvements
Align with department leaders and other stakeholders to define Helpdesk requirements for new implementations
Recruit, train, and support Helpdesk representatives and technicians
Develop and implement Helpdesk policies and procedures
Provide opportunities for skills expansion and career development
Maintain a high level of technical knowledge and expertise, escalating more complex issues to the appropriate IT staff
Act as an escalation point for severe, critical, or unique issues
Ensure that all Helpdesk tickets are responded to in a timely and professional manner
Assign tickets to appropriate team members based on skillset and availability
Monitor ticket queues and escalate tickets as necessary
Set specific customer service standards
Contribute to improving customer support by actively responding to queries and handling complaints
Provide customer feedback to the appropriate internal teams
Maintain strict confidentiality
Company
Gonzaba Medical Group
Gonzaba Medical is a medical practice company.
Founded in 1960
501-1000 employees
H1B Sponsorship
Gonzaba Medical Group has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
2020 (2)
Funding
Current Stage
Late StageRecent News
Company data provided by crunchbase