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Tier 1 Help Desk Lead

Think Research is changing the way healthcare is delivered- and not in the Buckley's "tastes awful but it works" kind of way. We're building software to give clinicians the information they need to treat patients better and faster. We're growing fast (400+ hospitals!), and need some help keeping up with the demand.

Hungry and ready to make a difference? Well grab a snack, and then get in touch. We're looking for you.

Why Us?

  • Be part of something special. It's not everyday that you get to change the way your friends and family are cared for.
  • Unbeatable downtown location right across the street from Union Station (and 30 seconds away from 17 different Starbucks locations!)
  • Exciting, fast-paced and dynamic environment

We're looking for an experienced, client success driven Help Desk Lead to spearhead the development and management of our Tier 1 Technical Help Desk. 

Responsibilities and Duties

  • Re-Engineer/ set up the help desk according to industry best practices
  • Build a qualified help desk team through effective staffing and training techniques
  • Manage and train tier 1 help desk staff to ensure that support is provided in a consistent manner
  • Create effective scheduling models for guaranteed coverage to ensure high quality service is provided to internal and external customers (physicians, patients, health-care providers, etc.)
  • Develop, maintain, and recommend formal procedures for consistency and increased organizational productivity and efficiency by analyzing help desk activity
  • Implement methodologies to improve one-touch replies, satisfaction ratings, time to first reply, and first call resolution
  • Choose appropriate technology and other resources to maximize help desk effectiveness in conjunction with the Manager of Technical Services
  • Analyze help desk performance through various statistical and reporting methods available within ticketing system
  • Design and develop an enhanced reporting structure to ensure the early identification of product faults and ensures minimum risk to the business
  • Understand the underlying technology and ensure that it is providing the necessary capability and data required to maintain an effective Help Desk operation

Qualifications and Skills

  • Minimum 3-5 years experience managing a client-facing tier 1 help desk
  • Thorough knowledge of Windows OS (2008 R2-2016)
  • Experience with web based application troubleshooting
  • ITIL certification considered an asset
  • Ability to influence positive change within a help desk environment
  • Ability to lead teams effectively via structured coaching and mentorship
  • Thorough knowledge of help desk operations including but not limited to IT best practices, ITIL, industry trends and customer service
  • Excellent written and verbal communication
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