Help Desk Manager

REMOTE WORK: Blue Cross has transitioned to a hybrid workplace where employees within driving distance of our Berlin, VT office work Wednesdays in the office with flexibility to work remotely the rest of the week. This role will require onsite attendance on Wednesdays and more often as needed.

Help Desk Manager Responsibilities:

• Manage the day-to-day operations of the help desk team including the distribution of workload, tracking workload, and evaluating team member performance
• Oversee team productivity, training, and evaluation of the help desk operations to inform improvements to ensure high-quality technical support and enhance customer satisfaction
• Ensure service requests and incidents are handled timely, accurately, and requests are escalated according to defined standards
• Establish, maintain, and improve technology guidelines, operating procedures, and support documentation incorporating best practices throughout the entire technical support process in collaboration with the Director, Infrastructure Operations, and other applicable internal technical teams
• Establish specific customer service standards for help desk performance in collaboration with the Director, Infrastructure Operations, to optimize and support relations and perceptions between the help desk and company employees.
• Recruit, train, mentor, and coach help desk team members with the goal of building a dynamic, high-functioning team and providing world-class customer service
• Assess the effectiveness of the help desk technical support process, seek improvements on existing procedures and provide recommendations on areas to improve to the Director, Infrastructure Operations

Help Desk Manager Qualifications:

• BS in Computer Science, Information technology, or related field. Five years related work in lieu of a bachelor’s degree.
• 3+ years of leadership experience in customer service, call center, or IT Help Desk environment
• 6+ years of experience working with desktops, laptops, printers, mobile devices, and related software
• Must be flexible in working hours, travel, and work environments
• Certifications such as ITIL v4, CompTIA A+, and Network +, desirable
• Experience/familiarity with the following hardware and software, desired: FreshService (or similar IT Service Management software), VMware vSphere, VMware Horizon View, Windows 10/11/Server, M365/Office, HP laptops, Azure, and healthcare market software products and healthcare communication standards (e.g., DICOM, HL7, IHE). BA
• Experience developing Knowledge-based authentication (KBA) and other relevant procedures, Service Level Agreements, and help desk metrics

Help Desk Manager Benefits:

• Health insurance (including vision)
• Dental coverage (free to employees)
• Wellness Program
• 401(k) with employer match + automatic employer contribution
• Life Insurance
• Disability Insurance
• Combined time off (CTO) – 20 days per year + 9 paid holidays
• Tuition Reimbursement
• Student Loan Repayment
• Dependent Caregiver Benefits

*Complete job description attached to ADP posting