The Manager, Help Desk leads a team of support analysts with day-to-day operations and monitors help desk performance. The manager ensures that team members are coached on effective methods to research, troubleshoot, and deliver solutions. This resource will identify innovative approaches to support increased volume as well as changes due to technology and processes. This role requires interactions across IT as well as sales, clients, and vendors.

• Manage team of approximately 17 support analysts in Help Desk organization
  • Includes both Tier 1 and Tier 2 Analysts
• Manage a relationship with a 3rd party managed service provider to achieve SLAs
• Identify trending issues and formulate recommendations for improvement to share with tower VP and business stakeholders
• Deliver and execute on recommendations for improvement
• Gather key metrics to analyze help desk performance
• Monitor and measure volume to develop standards, improvements, or changes to workflows to enhance customer service
• Escalate critical or time sensitive issues and provide recommendations to resolve as appropriate
• Provide customer feedback to appropriate internal teams
• Ensure that team goals are met and adhered to.

Required WorkExperience:

• 7+years experience supporting end user clients in technical support setting
• Must have experience managing a help desk team
• Solid technical background with ability to distill information to non-technical audience
• Experience providing interface support.

Preferred Work Experience:

• N/A

Physical and Mental Requirements:

• N/A

Knowledge:

• NA

Skills:

• Strong commitment to customer service through teamwork.
• Demonstrate solid grasp of key technical and process concepts related to all types of client connectivity issues.
• A combination of Information Technology, Customer Service and Project Management skills, or equivalent training.
• Excellent trouble shooting and problem solving skills.
• Proficient with interface support, general connectivity support and problem resolution procedures.
• Use of AI tools for incident management and resolution.
• Strong verbal and written communication skills to interact with internal business partners and external clients.
• Strong leadership qualities needed when directing Jr. analysts at Tier I and Tier II for complex technical issues.
• Solid understanding of Quest Diagnostic's escalation management procedures and/ or general Incident Management escalation procedures.
• Will need to work during non-traditional business hours to support multiple time zones.
• Eagerness to continuously increase and improve skill set.
• Experience in Health Care industry and/or clinical information systems support.
• Proficient with multiple LIS platforms that are currently deployed at Quest Diagnostics.
• Solid understanding of support tools, processes, and environment, including call tracking software (i.e. Service Manager) Care360, Interfaces, and HL7.
• Experience with ITIL standards and escalation procedures regarding Incident Management.