Imagine360 is seeking a Manager of Help Desk Services to join the team! The Manager of Help Desk Services is a critical role responsible for ensuring all employees have the technology they need to be efficient. This role will be responsible for leading our technical support team to provide excellent customer service and resolve all technical issues.
As a Manager of Help Desk Services, you should have a solid technical background combined with customer service. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position. Experience leading user technology roll-out and consolidation projects is critical in our hyper growth company.
We are looking for passionate leader to manage a distributed, national team that provides world-class service.
Position Location: 100% remote
Responsibilities include but are not limited to:
Imagine360 is a health plan solution company that combines 50+ years of self-funding healthcare expertise. Over the years, we've helped thousands of employers save billions on healthcare. Our breakthrough total health plan solution is fixing today's one-size-fits-none PPO insurance problems with powerful, customized, member-focused solutions.
Imagine360 is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
**RECRUITMENT AGENCIES PLEASE NOTE: Imagine360 will only accept applications from agencies/business partners that have been invited to work on a specific role. Candidate Resumes/CV's submitted without permission or directly to Hiring Managers will be considered unsolicited and no fee will be payable. Thank you for your cooperation**
As a Manager of Help Desk Services, you should have a solid technical background combined with customer service. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position. Experience leading user technology roll-out and consolidation projects is critical in our hyper growth company.
We are looking for passionate leader to manage a distributed, national team that provides world-class service.
Position Location: 100% remote
Responsibilities include but are not limited to:
- Ensure customer service is timely and accurate for internal and external customers
- Lead growing help desk team with a focus on client satisfaction, security and compliance
- Recruit, train, and mentor help desk representatives and technicians at multiple corporate locations
- Define and mange to client satisfaction and SLA objectives
- Contribute to improving customer support by actively responding to queries and handling issues - hands on leader
- Establish best practices through the entire technical support process
- Lead technology deployment/consolidation and information security projects
- Follow up with customers to identify areas for continuous improvement
- Develop monthly reports on help desk team's productivity
- 8+ years business experience working in a help desk function and/or working directly with customers providing technical support
- 2 + years of team management experience
- Hands on experience with help desk and remote-control software
- Experience leading complex technology deployment/consolidation project and dynamic project teams
- Bachelor's degree in Business Administration, Computer Science, or related field from an accredited institution or equivalent work experience
- Ability to effectively manage and mentor employees
- Customer service oriented with a problem-solving attitude
- Strong technical background with excellent analytical and troubleshooting skills
- Proven experience with Microsoft technologies
- Proven experience with help desk ticking systems (e.g. ManageEngine, Jira)
- Strong communication and documentation skills (e.g. procedures, corrective action plans, incident response reports, project status, etc.)
- Ability to interface with senior managers/business/technology professionals.
- Independent worker who takes initiative to identify and react to new opportunities and projects
- Excellent client-facing and internal communication skills
- Ability to make effective decisions under pressure and work in fast paced environment
- Microsoft Certified Desktop Support Technician or Microsoft Certified Technology Specialist preferred
- Multiple Health plan options
- Company paid employee premiums for disability and life insurance
- Parental Leave Policy
- 20 days PTO to start / 10 Paid Holidays
- Tuition reimbursement
- 401k Company contribution
- Company paid Short & Long term Disability plus Life Insurance
- Professional development initiatives / continuous learning opportunities
- Opportunities to participate in and support the company's diversity and inclusion initiatives
Imagine360 is a health plan solution company that combines 50+ years of self-funding healthcare expertise. Over the years, we've helped thousands of employers save billions on healthcare. Our breakthrough total health plan solution is fixing today's one-size-fits-none PPO insurance problems with powerful, customized, member-focused solutions.
Imagine360 is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
**RECRUITMENT AGENCIES PLEASE NOTE: Imagine360 will only accept applications from agencies/business partners that have been invited to work on a specific role. Candidate Resumes/CV's submitted without permission or directly to Hiring Managers will be considered unsolicited and no fee will be payable. Thank you for your cooperation**