It Service Desk Manager

Designs for Health is an industry-leading and rapidly growing manufacturer and distributor of nutritional supplements offered primarily through health care practitioners. By providing comprehensive support through our extensive product line, ongoing clinical education, and practice development programs, Designs for Health helps practitioners realize successful health outcomes for their patients. The company has two manufacturing plants and four distribution centers in the United States, and its products are distributed in five continents.

Position Overview

The DFH IT Service Desk Manager is accountable for managing and improving the DFH IT Service Desk by providing support for the DFH employee base, DFH customer base, and patients.

Essential Job Duties

• Plan and coordinate the daily workflow of the IT Service Desk activities and processes
• Develop and implement IT Service Desk processes, SLAs, and policies/procedures to include responsibility for effectively communicating status of all IT Service Desk operations
• Design, implement, and manage the Desk 365 knowledge base for a seamless user experience
• Ensure quality customer service and incident resolution in a timely manner
• Provide remote troubleshooting and support of software, hardware, and network connectivity issues
• Develop and implement key metrics, KPI's, and perform analysis to provide reporting to leadership to drive consistency and an understanding of support trends
• Escalate unresolved problems to appropriate IT Management and Teams
• Manage On-boarding and Off-boarding of company employees.
• Provide support and maintenance of all computers and printers; ensuring timely resolution of issues (i.e., end-user application support and system issues are identified, prioritized, and resolved).
• Schedule the company’s IT Service Desk resources as needed to maintain the timely handling of support issues in all regions
• Providing information and recommendations regarding IT Service Desk staffing levels to the Sr. IT Manager- Infrastructure Services
• Providing career development guidance to staff and recommending training paths.
• Identifying metrics and collecting associated data to ensure optimal Service Desk operations.
• Performing administrative duties related to the processing of all leave requests, timecards, and annual reviews in a timely manner.
• Identifying, recommending, and documenting procedures and processing improvements related to IT service delivery and problem resolution.
• Performing incident trend analysis (Incident Management); making recommendations to the Sr. IT Manager- Infrastructure Services for ways to reduce recurring issues.
• Supervising planning and management of location specific projects, i.e., laptop replacement.
• Collaborating with other Directors, Managers and Supervisors to ensure that departmental and firm projects are completed quickly and efficiently.
• Supporting firm policies and procedures related to the Information Technology Department.

Requirements

• Minimum six years’ experience in providing end-user support.
• Minimum of three years’ supervisory experience in an IT Help Desk or IT Service Desk environment.

Competencies

• Working knowledge of and technical experience providing support for computer related systems which include but are not limited to the following areas: computer and mobile device Operating systems, Application Software, Computer Hardware, Remote Access, and Network connectivity.
• Expert knowledge in Windows operating systems/Mac OS, Microsoft 365 and/or related software.
• Strong leadership, interpersonal and customer service skills and personal initiative.
• Proven project management skills and an ability work under time constraints to meet deadlines.
• Strong technical writing skills for reports, business correspondence, and procedure manuals.
• Strong communication skills; can effectively present information and respond to questions from groups of managers, clients, customers, and the public.
• Exceptional problem solving skills, can solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to make sound decisions and demonstrate a high degree of trustworthiness in handling confidential and sensitive information.
• Ability to strategically maintain financial/budgetary information.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to be a change agent and drive new firm initiatives.
• Ability to demonstrate strategic focus.
• Ability to define goals and follow though to achieve results.
• Excellent organization and communications skills, both oral and written.
• Ability to work in a fast-paced environment while exhibiting a strong attention to detail.
• Must be able to work additional hours, as necessary.

Physical Demands

The physical demands described here represent those that must be met by an employee to perform the essential functions of this job successfully. This is mostly a sedentary role; however, the duties require the use of the hands to type and the ability to communicate, requiring the ability to move about. Some duties may occasionally require the ability to lift to 30 lbs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Privacy

Your application for this position is subject to Designs for Health's Privacy Notice for Job Applicants and Workforce Members. Designs for Health does not sell your personal information, nor does Designs for Health share it for purposes of cross-context behavioral advertising.

Our Commitment to Diversity, Inclusion & Belonging
Designs for Health is an equal opportunity employer. We welcome diversity and are committed to creating an inclusive environment where all employees can grow and thrive. Our employees form meaningful and often life-long connections while working at Designs for Health. We are all passionate about our mission of designing a well world, together.