IT Support Manager

Description

At Wellworks For You, our employees are dedicated to our client's success. We are looking for a highly skilled and dedicated IT Service Manager to join our team. The IT Service Manager will lead and grow our technical support help desk. The ideal candidate will be a self-starter, capable of working independently to set up and manage our technical support operations from the ground up. Initially, you will be the sole member of the support team, which will grow as the company’s needs expand.

Why work with us?

Benefits

Wellworks For You empowers our employees to make health and well-being a priority at work and in life. Our employees work in a friendly and supportive culture, and receive a competitive compensation and benefits package including:

• Competitive salary
• Internal incentive program
• Growth opportunities
• Comprehensive benefits package - Medical, Dental, Rx, Vision, Life, Disability, Hospital reimbursement plan
• 401k with employer match
• Employee Assistance Program through LifeMatters EAP
• Mental health benefits, including access to paid therapy
• Paid maternity leave after 12 months
• Paid Time Off including time off to volunteer in your community
• Casual dress code
• Wellness program and teambuilding opportunities with incentives
• Milestone anniversary program
• Ongoing training and education
  
  

Key Responsibilities

• Establish and configure the technical support help desk, including selecting and implementing necessary tools, software, and processes.
• Provide first-line technical support to users, addressing and resolving hardware, software, and network issues in a timely and efficient manner.
• Develop and document technical support policies, procedures, and best practices to ensure consistent and effective service delivery.
• Monitor and manage help desk ticketing system, ensuring all support requests are logged, tracked, and resolved within defined service level agreements (SLAs).
• Train and onboard new technical support staff as the team expands, providing guidance and mentorship to ensure high performance and professional development.
• Analyze support metrics and user feedback to identify areas for improvement and implement strategies to enhance the overall user support experience.
• Stay up-to-date with industry trends and advancements in technology to continuously improve support operations and service delivery.
  
  

Requirements

• Proven experience setting up and managing a technical support help desk.
• Proven experience in an IT support role, with a strong understanding of technical support best practices and methodologies.
• Ability to work independently and take initiative in setting up and managing technical support operations.
• Excellent problem-solving skills and the ability to troubleshoot and resolve complex technical issues.
• Strong communication skills, with the ability to effectively interact with users of varying technical expertise.
• Experience with help desk ticketing systems and remote support tools.
• Leadership and team management experience is mandatory
  
  

What is the work environment?

• This job routinely uses standard office equipment such as computers, phones, etc.
• This position is a fully remote position, reporting into our home office in Malvern, Pa. Local candidates can have the option of hybrid work in office and remote if desired.
• Because you will be handling confidential client information, you must work from your designated home office. You cannot work in a public location.
• Technology, hardware and software, are provided. Employees must provide their own secure internet access.
• This position's core hours are Monday through Friday, 9am to 5pm Eastern, with the understanding that work may need to be completed outside of those hours due to company needs.
  
  

Wellworks For You is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.