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Helpdesk Manager

Mt. Laurel, NJ · Information Technology
Organization Overview
InSight + Regroup is the leading and largest telepsychiatry service provider in the US with a mission to transform access to quality behavioral health care.  InSight + Regroup serves hundreds of organizations and individuals in various settings across the continuum of care with its on-demand, scheduled services and direct-to-consumer (Inpathy) divisions.  Given its size, diversity of services and extensive experience and expertise, InSight + Regroup is uniquely positioned to enable scalable telepsychiatry programs across the care continuum.  As an industry thought leader, InSight + Regroup has helped shape the field, define the standard of care and advocate for improved telepsychiatry-friendly regulations.  To learn more, visit www.InSightTelepsychiatry.com and www.RegroupTelehealth.com.
 
Position Summary
InSight + Regroup is seeking a Help Desk Manager for their IT department to be based out of Mt. Laurel, NJ office. The individual will be a key part of our IT team managing the support specialists. The Help Desk Manager is responsible for managing all help desk activities supporting administrative staff, clinicians and partner technologies. They will be key in helping to establish department SOPs around routine support, troubleshooting, etc. This fast-paced position is the perfect fit for an individual looking to grow (and have fun) with a rapidly expanding health care organization.
 
Job Responsibilities
  • Oversee all aspects of the help desk; including both the team and process management
  • Deliver robust service levels and improved outcomes for all users including office administrative staff, clinicians, and partner healthcare systems staff
  • Document, track, monitor and report on support tickets
  • Provide advanced hands-on technical support
  • Coordinate with 3rd party after-hours helpdesk MSP for ticket hand-off and escalation
  • Identify system problem areas and escalate for resolution
  • Conduct department and organization training on new systems
  • Support all corporate issued and BYOD hardware and software including:
    • Hardware
      • Laptop / Desktop
      • Local and networked printers
      • Multifunction copiers
      • Desk phones
      • Mobile phones
      • Video conference equipment
    • Software
      • Windows 10
      • Microsoft 365
      • RingCentral
      • Zoom & BlueJeans
      • EMR access
      • Windows Virtual Desktop
      • Specialty custom developed telemedicine software
  • New user provisioning & decommission
  • Image computer hardware
  • Establish and document department SOPs
  • Lead & participate in team on-call rotation
  • All other duties as assigned
Job Requirements
  • Bachelor’s degree in Information Systems, Computer Science or related field.
  • Certifications related to IT support are a plus
  • 7+ years’ experience supporting and troubleshooting technical IT issues
  • 3+ years’ experience managing a 24/7 IT help desk
  • Demonstrated people management, coach and teaching skills
  • Proven incident and problem management skills including identification and escalation of system issues
  • Experience with vendor collaboration and management
  • Exceptional written and verbal communication skills
  • Mastery of all basic office systems support
  • Basic working understanding of server technologies. This includes operating systems, as well as physical and virtual servers.
  • Knowledge of core networking concepts such as routing, protocols, subnets, VLANs and DNS
  • Must be able to lift 25 lbs. and maneuver under desks
Ideal Candidate
  • People person with strong customer service experience
  • Desire to work with systems and people equally (Enjoys people and technology)
  • High energy, outgoing personality and creative thinker
  • Desire to grow and develop with the organization
  • Comfortable working with a remote user-base
  • Ability to multitask
  • Healthcare IT experience preferred 
Logistics
  • Position available immediately
  • Position based in Mt. Laurel, NJ.
  • Reports to the SVP, Technology 
  • FLSA Status: Exempt
To apply, please send your resume and a customized cover letter.
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