Majestic Care

Compensation

Full Description

JOB TITLE Majestic Care is looking for Manager of IT Helpdesk Services to join our team's mission and believe in our core values! Our mission: Through the hearts of our Care Team Members, we provide excellent healthcare to those we serve. Our Core Values... L - Listening E - Empathy A - Accountability D - Decisiveness This is how we create a culture to LEAD with Love. Position Overview: The Manager of IT Helpdesk Services is responsible for the overall leadership and day-to-day operations of the IT Service Desk and Customer Support functions. This position ensures “best in class” service delivery across the organization by managing technical resources, optimizing support processes, and maintaining service excellence. The role requires a strategic thinker with strong leadership, technical expertise, and a commitment to customer satisfaction. Key Responsibilities: Service Desk Operations • Oversee daily IT Service Desk operations, ensuring timely resolution of incidents and service requests. • Monitor ticket queues, prioritize issues, and enforce SLA compliance to maintain efficiency and customer satisfaction. • Analyze ticket aging and provide key metrics, including Average Ticket Age, Distribution, and Time to Resolution. • Manage on-call schedules to ensure 24/7 support coverage. Team Leadership & Development • Recruit, train, and supervise service desk staff, fostering a culture of accountability and continuous improvement. • Conduct performance evaluations and provide mentorship to enhance technical and customer service skills. • Ensure team members have access to internal and external IT education resources. Process & Standards Management • Develop and maintain IT service management (ITSM) processes aligned with ITIL best practices. • Ensure documentation of systems, standard operating procedures, and workflows is current and accessible. • Implement and maintain desktop and mobile computing standards, including procurement and lifecycle management of IT assets. Technology & Security Oversight • Collaborate with IT infrastructure teams and vendors to implement and maintain security measures such as Single Sign-On (SSO), Multi-Factor Authentication (MFA), and endpoint protection. • Support identity and access management standards and ensure compliance with security best practices. Customer Experience & Continuous Improvement • Conduct regular satisfaction surveys and implement improvements based on feedback. • Serve as an escalation point for complex technical issues and provide managerial support for resolution. Qualifications: • Bachelor’s degree in Information Technology, Computer Science, or related field preferred. • Relevant certifications such as ITIL Foundations, HDI-SCM, CompTIA A+, Microsoft Azure Administrator (AZ-104), and Microsoft 365 certifications strongly preferred. • Minimum of 8+ years of IT service experience, including at least 3 years in a technical services management role. • Proven experience managing enterprise service desk operations and implementing ITSM frameworks. • Strong knowledge of desktop/mobile device management, cloud-based deployment tools, and endpoint security. Majestic Difference Benefits: • Quarterly Pay Increase • Daily Pay • Company-Paid Life Insurance • Telehealth Services • Double Pay on Holiday • Care Team Member Relief Fund Join the Majestic Care team where compassion meets excellence! #MCare