Role OverviewThe Help Desk Manager will lead support for all AssistIQ customers across all our solutions, ensuring timely and effective technical support and maintaining high levels of customer satisfaction, system availability, and operational efficiency.
What You Will Do
The role involves managing day-to-day support operations, ensuring support requests are logged and resolved, monitoring ticket volumes, and developing and maintaining escalation procedures for critical incidents.
Why It Might Be a Fit
The ideal candidate will have 5+ years of experience in customer support operations, with 2+ years of leading technical support teams, and a strong understanding of incident/problem management practices and experience with ticketing and service management tools.
Requirements
- 5+ years of experience in customer support operations
- 2+ years of leading technical support teams
- Strong understanding of incident/problem management practices
- Experience with ticketing and service management tools
- Strong analytical, organizational, problem-solving, and communication skills
- Ability to manage multiple priorities in a fast-paced environment
- Strong customer-service orientation
- Technical skills to troubleshoot software applications on the iPad, web, and in an integrated healthcare environment
- Experience with ticketing and CRM platforms
- Experience managing geographically distributed remote support teams
- Experience supporting SaaS or cloud-based enterprise healthcare customers in the United States
Benefits
- Health insurance
- 3 weeks of vacation
- 10 sick days
- Flexible work hours
- A collaborative, engaging, top-of-class culture
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