Manager of Information Technology Support

COMPANY: HealthMark Group is a leading provider of healthcare release of information solutions, dedicated to simplifying and streamlining the exchange of medical data between healthcare providers, payers, and patients. We empower healthcare organizations to securely and efficiently manage the exchange of health information, ensuring compliance with regulatory requirements while maintaining the highest standards of privacy and security.

LOCATION: Addison and Las Colinas, Texas

POSITION: Manager of Information Technology Support

The mission for this role is to manage the IT Support team responsible for the daily support of the Corporate (home office and end user) Information Technology systems and infrastructure. This role will be to manage the team providing first level support through the company help desk and provide access support for the HR and management teams. This role oversees computer systems for the businesses and offers support to the system's users. This may be internal assistance, working directly with staff who use the computer systems, or it may be assisting external customers who access the systems via the Internet.

Primary Role And Responsibilities

• Lead the internal IT support team in our day-to-day IT operations, equipment purchase & provisioning, user access management, endpoint maintenance, and contributing to the overall improvement of our Corporate (Home Office and End User) IT stack.
• Lead new hire onboarding/offboarding for IT managed equipment, software, and access.
• Manage help desk tickets and support daily maintenance tasks ensuring we meet timely response and resolution SLAs
• Escalate tickets if necessary to the security and/or systems administration team.
• Monitor and maintain the corporate computer systems and networks of the organization
• Install and configure computer systems, diagnosing hardware and software issues, and solving technical and applications problems, either remotely or in person
• Install, configure, and troubleshoot software VPN connections on end user devices
• Manage upgrade and patching of corporate computer systems and its components in accordance with our patching policy
• Manage inventory of Corporate IT infrastructure, licenses, and replacement of out of warranty equipment
• Create and update manuals and documentation within our Knowledgebase.
• Establish and track key metrics of IT Corporate Infrastructure
• Provide guidance, mentorship, and professional development opportunities to team members, promoting their growth and success
• Evaluate the performance of individual IT Support staff
• REQUIRED EXPERIENCE AND QUALIFICATIONS:
• 3-5+ years' experience in IT Support
• Must be in Office 5 days a week
• Advanced knowledge of Windows, Windows Server, and MS365 administration, including SharePoint, Teams, Exchange, Azure Active Directory, and Microsoft Endpoint Manager
• Experience establishing and tracking key metrics of IT Corporate Infrastructure
• Exceptional customer service skills with a problem-solving attitude
• Ability to manage multiple projects simultaneously while maintaining high customer service standards
• Proven ability troubleshooting a large variety of technical issues
• Task-oriented and organized, experience managing a ticket queue and ability to prioritize
• Team management skills, team player, can collaborate in a productive fashion
• Strong attention to detail and organizational skills
• Positive attitude and willingness to support as a team
• Excellent oral and written communication
  
  

Additional Preffered Experience

• Experience with technical writing for documentation or instruction
• Hardware and software certification such as, A+, and Microsoft Windows
  
  

Note: This job description is intended to provide a general overview of the position and does not encompass all job-related responsibilities and requirements. The responsibilities and qualifications may be subject to change as the needs of the organization evolve.