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Vibrant Emotional Health · 3 weeks ago

Technical Support Manager, 988

United States

Full-time

Remote

Mid, Senior Level

$100K/yr - $132K/yr

5+ years exp

Vibrant Emotional Health is an organization dedicated to providing high-quality emotional wellness services. The 988 Technical Support Manager will oversee the Help Desk staff, ensuring effective assistance for end users while managing procedures related to incident resolution and service quality.

Health CareHospitalNon ProfitPersonal HealthWellness

H1B Sponsor Likely

Responsibilities

Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes

Develop policies and procedures that outline how problems are identified, documented, assigned, and corrected

Analyze the performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance the quality of service and prevent future problems

Collaborate with other departments to identify and/or procure Help Desk software for internal staff and external clients

Conduct research on emerging products, services, protocols, and standards in support of Help Desk technology procurement and development efforts

Liaise with vendors for the procurement of new systems technologies; oversee the installation and resolve adaptation issues

Ensure appropriate training initiatives for new and existing staff

Manage the processing of incoming requests to the Help Desk via both telephone and email to ensure courteous, timely, and effective resolution of end-user issues

Develop and enforce request handling and escalation policies and procedures

Track and analyze trends in Help Desk requests and generate statistical reports

Assess the need for any system reconfigurations (minor or significant) based on request trends and make recommendations

Identify, recommend, develop, and implement end-user training programs to increase computer literacy and self-sufficiency

Oversee the development and communication of help sheets, usage guides, and FAQs for end users

Oversee the development, implementation, and administration of Help desk staff training procedures and policies

Train, coach, and mentor Help Desk Technicians and other junior staff

Manage the overall Help Desk activities and staff

Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary

Monitor incident trends and anticipate potential problems for proactive resolution

Qualification

Help Desk softwareMicrosoft365AzureAWSComputer security systemsBasic networking knowledgeCustomer service orientationTeam management skillsProblem-solving attitudeCommunication skills

Required

5+ years of professional or technical experience in IT with a strong background in all aspects of customer service

2+ years' current management experience that demonstrates proficiency in leadership techniques and management of resources

Hands-on experience with Help Desk and remote-control software

Hands-on experience with a wide variety of computer software, hardware, and peripherals, including Microsoft365, Azure, AWS

Experience with computer security systems, password, and file protection protocols

Basic networking knowledge to support desktop issues

Solid technical background with an ability to give instructions to a non-technical audience

Customer-service oriented with a problem-solving attitude

Excellent written and verbal communications skills

Team management skills

Team-oriented, possess a positive attitude, and work well with others

Genuine passion for providing excellent customer service and a problem-solving attitude

Preferred

Experience managing a 24/7 support team a plus

Experience with Genesys Cloud and Salesforce a plus

Benefits

Medical

Dental

Vision

Supplemental income insurance

Employer paid disability insurance

Employer paid life insurance

Pre-tax FSA for medical and dependent care

401K available

Company

Vibrant Emotional Health

Glassdoor2.5

Vibrant Emotional Health delivers health-care services & emotional support and mental support care.

Founded in 1969

New York, New York, USA

1001-5000 employees

https://www.vibrant.org

H1B Sponsorship

Vibrant Emotional Health 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

2025 (4)

2024 (3)

2021 (5)