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Group Lead Service Excellence

American HealthTech

American HealthTech

United States · Remote
Posted on Friday, September 15, 2023

As the Group Lead Service Excellence, you will play a pivotal role in ensuring the smooth operation of our modern workplace technology infrastructure. You will lead a team of skilled technicians, provide technical guidance, and manage our internal help desk operations efficiently. Your primary responsibilities will include overseeing the support for Microsoft 365, end user devices, and coordinating with external vendors to maintain a seamless technology ecosystem.

Key Responsibilities:

Team Leadership:

  • Lead, mentor, and motivate a team of help desk technicians.
  • Define clear roles and responsibilities within the team.
  • Conduct regular performance evaluations and provide feedback for continuous improvement.

Technical Support:

  • Provide advanced technical support for Microsoft 365 applications, including Outlook, Teams, SharePoint, and OneDrive.
  • Troubleshoot and resolve end user device issues, including laptops, desktops, mobile devices, and peripherals.
  • Ensure prompt and effective resolution of support tickets and incidents.

Vendor Management:

  • Collaborate with external vendors and service providers to maintain service levels and resolve issues.
  • Negotiate contracts, service agreements, and manage vendor relationships.
  • Evaluate vendor performance and make recommendations for improvements.

Process Improvement:

  • Develop and enhance internal help desk processes and procedures.
  • Implement best practices to optimize support operations and efficiency.
  • Identify opportunities for automation and self-service solutions to improve end-user experience.

Training and Documentation:

  • Provide training and resources to help desk technicians to keep them up-to-date with the latest technologies and procedures.
  • Create and maintain documentation for common issues and resolutions to facilitate knowledge sharing within the team.

Monitoring and Reporting:

  • Monitor service desk performance and analyze key metrics to identify trends and areas for improvement.
  • Generate reports and present findings to management for informed decision-making.

Qualifications:

  • Bachelor's degree in Information Technology, Computer Science, or a related field (preferred).
  • Proven experience in managing a help desk or technical support team.
  • Proficiency in Microsoft 365 suite and modern workplace technologies.
  • Strong knowledge of end user devices, operating systems, and software.
  • Vendor management experience, including contract negotiation and performance evaluation.
  • Excellent problem-solving and communication skills.
  • Ability to prioritize tasks, work under pressure, and meet deadlines.
  • ITIL or relevant certifications are a plus.


Why Join Our Team?
If you join us, you will receive:

  • Work remotely with a work/life balance approach
  • Robust benefits offering, including 401(k)
  • Generous time off allotments
  • 10 paid holidays annually
  • Employer-paid short term disability and life insurance
  • Paid Parental Leave