Help Desk Manager

Newport News, Virginia

Hiring Range

$96,400.00 - $132,550.00/Annual Actual pay is determined based on job-related factors such as relevant experience, education, credentials, skills, internal equity, and business needs.
Overview
The Help Desk Manager reports to the Associate Vice President, IS Business Systems & Operational Support and is responsible for overall management of the IS Operational Systems that provide direct support to Riverside Health System (RHS) end users. The Help Desk Manager is responsible for ensuring excellent IT support to end users through direct support as well as managing a Help Desk team and for maintaining and overseeing IT inventory and products by receiving, storing, and delivering items. This position provides technical support and guidance for key Supply Chain activities and initiatives supporting receiving, warehouse, logistics and inventory management for the RIS Storeroom. The manager performs a wide range of duties necessary to communicate and coordinate metrics for inventory control/management, procurement, and value analysis.

What you will do

• Lead, direct and supervise Service Desk and Asset Inventory Management personnel. Perform management functions to include hiring, orientation, performance evaluation, communicating department and company goals, etc.
• Ensure that all phases of help desk support are coordinated, monitored, logged, tracked, and resolved appropriately. Create and provide standard reports and statistics on a regular basis to business leaders regarding help desk performance as well as trends in issues that need to be addressed. Create and maintain documentation such as Help Desk User Guides and Knowledgebase articles.
• Ensure daily inventory operations are carried out efficiently and IT assets are accurately accounted for and issued to end users in an efficient and timely manner.
• Actively participate in Process Innovation activities and projects. Serve as an IS representative on the RHS Value Analysis Team.
• Liaison between Help Desk team and technical teams to assist with troubleshooting equipment and backup/safety systems in the Data Center.

Qualifications

Education

• Bachelors Degree, Related Field of Study (i.e. Computer Science, Information Systems, Information Technology) (Required)

Experience

• 5-6 years Recent relevant experience (i.e. Help desk, PC Tech, healthcare information systems) (Required)
• 2 years Supervisory experience (Preferred)

Skills and Abilities

• Customer service oriented
• High adaptability
• Effective communication skills

Licenses and Certifications

• HDI Help Desk Manager (or similar Service Desk Manager certification) Upon Hire (Preferred)

To learn more about being a team member with Riverside Health System visit us at https://www.riversideonline.com/careers.