Overview:
About MPOWERHealth:
For over a decade, MPOWERHealth has supported the independent musculoskeletal physician with best-in-class clinical services, back-office solutions, and advanced technology. We pride ourselves on being a partner that offers foresight to customers. We simplify what’s complex, and we help them find a better way. Our best-in-class analytics coupled with industry-leading expertise make MPOWERHealth the company our customers can rely on no matter what lies ahead.
Benefits:
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Multiple medical plan options
- Health Savings Account with company contributions
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Dental & vision coverage for you and your dependents
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401k with Company match
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Vacation, sick time & Company paid holidays
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Company wellbeing program with health insurance incentives
Job Overview:
The End User Services Manager will lead our End User Services team and ensure the efficient and effective resolution of technical issues. This role involves overseeing daily operations, managing the End User Services staff, and ensuring that service level agreements (SLAs) are met. The ideal candidate will have strong leadership skills, technical expertise, and a commitment to providing excellent customer service.
Responsibilities:
Key Responsibilities:
Team Leadership:
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Lead and manage the End User Services Team.
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Provide guidance, coaching, and mentorship to team members.
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Foster a collaborative and positive work environment.
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Address any issues or conflicts within the team promptly and effectively.
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Identify areas of improvement and develop plans to improve for the team and processes.
Technical Support:
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Oversee the timely resolution of help desk tickets, ensuring that SLAs are met.
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Troubleshoot and diagnose complex technical problems.
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Coordinate ticket assignments, escalations, and resolutions among End User team and external support teams.
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Ensure unresolved aging tickets are actively addressed and followed up on.
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Assist team when needed to provide users with technical support of workstations, applications, desk phones, mobile devices, printers, A/V equipment and other IT related systems.
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Other duties as assigned.
Customer Service:
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Ensure the help desk team follows industry-standard best practices for support and customer service.
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Actively respond to customer queries and handle complaints.
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Follow up with customers to identify areas of improvement.
Operational Management:
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Monitor help desk performance and provide regular reports on team productivity and performance metrics.
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Maintain and update the help desk ticketing system.
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Ensure accuracy and completeness of all deliverables, including reports and documentation.
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Ensure accurate IT Asset Management inventory management.
Documentation and Reporting:
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Lead and assist the team with accurate documentation of procedures, troubleshooting guides, and configurations.
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Generate regular reports on support metrics and key performance indicators.
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Ensure that all communication regarding tickets is documented in the ticket management system promptly.
Vendor Management:
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Work with vendors to bring new tools for the team.
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Procure additional licensing from vendors as required.
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Procure hardware for support and on-boarding of users as required.
Qualifications:
Qualifications:
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Bachelor’s degree in a relevant field or equivalent work experience.
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Minimum of 5 years of experience in help desk support or a related field.
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Minimum of 1-3 years of experience in a leadership role.
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Strong leadership and team management skills.
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In-depth knowledge of desktop operating systems, hardware, and software.
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Experience with:
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Office 365 Administration
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Microsoft Office
- Active Directory
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Exchange Server/ Exchange Online
- Mobile Device Management
- Excellent problem-solving and troubleshooting abilities.
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Familiarity with ITIL framework and best practices.
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Exceptional communication and interpersonal skills.
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Relevant certifications or experience with HIPAA and ITIL are a plus.
Work Environment:
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Hybrid role with in-office and remote work expectations.
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