IT Help Desk Manager

About Us:

Palmetto Infusion provides comprehensive ambulatory and home-based infusion services to both acute and chronically ill patients. Our centers care for people by providing patients and their families with a convenient, affordable, and safe place to receive infusion treatments. We strive for more than personal service – always delivering a warm and attentive health care experience that boosts patients’ state-of-mind, improves their health, and quality of life.

At Palmetto Infusion, we believe in creating an experience that goes beyond just a job. It's about being part of something bigger than yourself - a connected group of caretakers who work together to restore health and hope to our patients. We call it The Palmetto Experience, and we believe it's what sets us apart from other employers.

For our employees, The Palmetto Experience means we serve and support people in our purpose to restore health and hope, we build a culture of belonging and collaboration, we deliver on our promise to treat people with respect and empathy, and we strive to embrace change and search for new opportunities.

About the Role:

The Help Desk Manager will be responsible for leading our help desk team to provide excellent customer service and resolve all technical issues. The Help Desk Manager should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position. The Help Desk Manager should be able to ensure high quality technical support and increase client satisfaction.

Schedule: Monday – Friday; 8:00 AM – 5:00 PM.

Minimum Qualifications:

Experience/Education:

• Associates degree or equivalent in computer science, computer engineering, or in a related information technology discipline.
• Minimum of (5) five years' work experience in a Help Desk environment and (2) years of management experience.
• Proficient at partner programs (i.e.: MS Outlook, Word, Excel).
• Ability to cope with ambiguous, changing environment while under pressure in a calm manner.
• Must be able to work as a team member and develop productive and cooperative working relationships with all members of the Palmetto Infusion team.
  
  

Essential Functions:

• Managing the Help Desk Services team and evaluate performance.
• Ensuring customer service is timely and accurate on a daily basis.
• Recruiting, training and supporting Help Desk representatives and technicians.
• Supervise and coordinate help desk staff operations to ensure proper resolution of company/client problems.
• Provide hands on training to help desk staff to ensure a competent and effective workforce.
• Liaise with ITS (Information Technical Staff) managers and other departmental heads to develop tactical plans for the delivery of professional services.
• Develop and implement policies and procedures for the performance of work operations.
• Maintain documentation and proper records of work operations and decisions taken.
• Coordinate and assign to help desk personnel according to their capabilities to ensure an even distribution of workload.
• Monitor and review employee work performance to identify areas of inefficiency.
• Mentor and motivate help desk staff to deliver timely and high quality services to customers.
• Present reports of work operations to company management in order to provide information useful in taking key business decisions.
• Ensure help desk operators comply with set health/safety policies and procedures.
• Maintain an up-to-date knowledge of IT systems and network by participating in educational program and conference.
• Follow up and communicate with all departments to help improve service.
• Help development/maintain inventory and warranty status of all IT related equipment such as computers, printers and other devices.
  
  

About the Benefits:

• Competitive Compensation
• Comprehensive Medical Insurance
• Dental and Vision Insurance
• Company Life Insurance
• Voluntary Life and Disability Insurance
• Additional Voluntary Supplemental Plans
• Flexible Spending Account (Medical and Dependent Care)
• Health Savings Account
• 401K Retirement Plan
• Employee Assistance Program (EAP)
• Employee Discounts
• Ramsey SmartDollar Program
• Referral Program
• Tuition Assistance
• Paid Time Off
• 8 Paid Company Holidays
  
  

Physical Demands:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the primary functions of this job. While performing the duties of this job, the employee may be required to frequently stand, walk, sit, bend, twist, talk, and hear. There may be prolonged periods of sitting, keyboarding, reading, as well as driving or riding in transport vehicles. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include reading, distance, computer, and color vision. Talking and hearing are essential to communicate with patients, vendors, and staff.
  
  

Other

All employees must uphold the confidentiality of protected health information and follow all HIPAA policies. This position has access to sensitive information and a breach of information may be grounds for immediate termination.

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.