IT Manager - Support

IT Manager - Support leads the day-to-day operations of the IT support team, ensuring the delivery of efficient, high-quality technical assistance to internal clients and staff. This leadership role is responsible for overseeing the help desk, managing support workflows, and serving as the escalation point for complex or critical technical issues. The IT Manager - Support will coordinate support services across all locations, ensuring adherence to service level agreements (SLAs) and company policies. This position also plays a key role in onboarding new employees, allocating workload to maximize team strengths, and driving continuous improvement across support functions., * Day to day management of effective and efficient support services which meet the needs of our clients

• Allocate workload to fully utilize every employee’s talent
• Ensure that new hires are on-boarded effectively and in line with our training procedure
• Effective management of the client relationship and resolution of client issues
• Utilize help desk software to document problems, resolutions, and closures
• Assist IT team with any projects that relate to IT needs for Gastro Health
• Ensure team adherence to all team, account, and client policies and procedures
• May develop technical and user instructions and documentation and provide training on new or changed applications for all

employees

• Provide regular constructive feedback on performance/development and address poor/mediocre performance in a timely

manner

• Recognize high performers to maintain motivation and retain key talent
• Oversee the request and incident tickets related to client services support and act as an escalation point for urgent and

complex support issues. Ensures timely and appropriate response to meet service level agreements. Determines root cause of issues and communicate appropriately to internal and external customers.

• Answering, evaluating, and prioritizing incoming telephone, email and self-service requests for assistance from end-users
• Diagnosing and resolving end-user issues regarding printers, PC hardware, email, Internet, VPN and local area network

access

• Escalating Help Desk issues, especially

• BA degree preferred, AS degree required
• A+ Certified preferred
• Experience in installing, configuring, and maintain personal computers, networks, and related hardware and software
• Working knowledge of PC and server hardware configurations, maintenance and troubleshoo

• Working knowledge of MS Server environments (2016, 2012, 2008), MS Office 365, MS operating systems (Windows 10, 8, 7), Terminal Services (MS Remote Desktop Protocol and/or VNC); SSH Protocol, MS Office Suite (Word, Excel, Outlook, PowerPoint)

• Ability to communicate technical information to non-technical personnel.
• Ability to install, configure, and maintain personal computers, networks, and related hardware and software.
• Ability to learn and support new hardware, software, and operating systems.
• Multitasking is a key trait required.
• Critical thinker.
• Customer Service skills should be polished and a must.
• Effective Communicator.
• Knowledge of HIPAA laws as they pertain to the use of computer software.
• Organization and documentation management.
• Self-directed.
• Skill in organizing and establishing priorities.
• Strong verbal and written communication skills.
• Team Player.
• Work independently without direct supervision.
• Should be able to work on a task-oriented basis.

Pulled from the full job description AD&D insurance 401(k) Health insurance Paid time off Vision insurance Dental insurance Profit sharing, * A great work/life balance!No weekends or evenings

• • Monday thru Friday
• Paid holidays and paid time off
• Rapidly growing team with opportunities for advancement
• Competitive compensation
• Benefits package, We offer a comprehensive benefits package to our eligible employees:,
• Medical
• Dental
• Vision
• Spending Accounts
• Life / AD&D
• Disability
• Accident
• Critical Illness
• Hospital Indemnity
• Legal
• Identity Theft
• Pet
• 401(k) retirement plan with Non-Elective Safe Harbor employer contribution for eligible employees
• Discretionary profit-sharing with employer contributions of 0% - 4% for eligible employees
• Additionally, Gastro Health participates in a program called Tickets at Work that provides discounts on concerts, travel, movies, and more.

Gastro Health is the one of the largest gastroenterology multi-specialty groups in the United States, with over 130+ locations throughout the country. Our team is composed of the finest gastroenterologists, pediatric gastroenterologists, colorectal surgeons, and allied health professionals. We are always looking for individuals that share our mission to provide outstanding medical care and an exceptional healthcare experience. We offer a comprehensive benefits package to our eligible employees.

Gastro Health is a great place to work and advance in your career. You’ll find a collaborative team of coworkers and providers, as well as consistent hours.