Help Desk Manager

Help Desk Manager

Conexess Group

Lead the Technical Support department and report directly to the Vice President of IT. This role provides vision and direction to support corporate goals, mission, and vision.

Since 2009, Conexess has established itself in 3 markets, employing nearly 200+ individuals nationwide. We operate in over 15 states and serve a client base ranging from Fortune 500/1000 companies to mid‑small range firms. Our outstanding staffing track record makes us the exclusive partner for many of these mid‑small range companies.

We are looking for a results‑driven leader to deliver exceptional support and build a culture of excellence.

• Lead, mentor and develop the Technical Support team, fostering a culture of accountability, quality and continuous learning.
• Provide high‑quality support by addressing inbound client questions and concerns associated with our software, clearly defining client needs, and documenting client information and the nature of the problem or issue.
• Demonstrate a high level of understanding of the technical aspects of our products and documentation.
• Prioritize and escalate support issues, collaborating with other teams and departments on escalated client issues.
• Ensure staff responsiveness and manage client issues in accordance with defined service‑level agreements (SLAs).
• Manage after‑hours support to clients in accordance with their SLA.
• Develop and provide reporting and evaluation of technical support metrics (time to resolution, call volumes, client satisfaction reports) on a consistent basis.
• Develop and maintain SOPs, work instructions, and training documentation for technical support processes, holding the team accountable for consistent adherence to these standards.
• Manage knowledge base content to promote client self‑service and consistent internal documentation.

• 5+ years of experience in technical support for complex software systems, preferably in healthcare.
• 2+ years in a leadership or management role with direct people‑management responsibilities.
• Strong working knowledge of software troubleshooting, networking fundamentals, SQL databases, and Windows server environments.
• Proven ability to promote and deliver high standards of customer service.
• Ability to articulate technical information to non‑technical audiences, both orally and in writing.
• Analytical problem‑solving skills with a demonstrated ability to manage multiple priorities concurrently and function in a fast‑paced environment.
• Ability to understand new technologies quickly.
• A working knowledge of software documentation from both a user and developer perspective.

Mid‑Senior level

Full‑time

Information Technology

IT Services and IT Consulting

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