IT Customer Service Manager Hiring for IT Customer Service Manager Job at Troy, MI Full Time

The IT Customer Service Manager is responsible for a wide range of duties. This role will primarily lead the support desk team. The support desk team is distributed with team members in each main market the company operates in. This role will also develop close relationships with the dental office team members and represent the IT department, ensuring great customer service experiences. Occasionally visiting the offices in the primary markets to ensure IT standards are being implemented and followed. This position will also serve as an escalation point from the helpdesk team. The IT team includes systems administrators, desktop support, and service management.

Job Duties:

• Be a leader and central part of a dynamic team
• Support virtual server infrastructure such as Hyper-V and Azure
• Develop support procedures and key metrics
• Lead, Support and build the IT Support team
• Support network infrastructure at the branch and central offices including switches, firewalls, and access points
• Support for Exchange Online and Active Directory infrastructure
• Perform restore operations
• Ensure appropriate security policies and controls are in place on systems
• Work with other departments and the practices to add value and create innovative solutions
• Represent IT as part of the Integrations team, supporting the integration process of new dental practices
• Provide support for internet service and connections at all offices
• VoIP hardware and systems
• Occasionally build racks and install equipment at various offices
• Install other physical equipment
• Document and develop processes and procedures
• Maintain and support compliance with HIPAA and PCI

Qualifications, Education, and Experience

Required:

• High School graduate (or GED)
• One of the following: 5+ Years experience in IT with increasing responsibility OR

Associates Degree in related field and 3 years experience OR
Bachelor’s Degree in related field and 2 years experience

• Work well on a team and under minimal supervision
• Leadership Experience
• Experience in Active Directory, Azure, Virtual infrastructure
• Experience in a distributed network model
• Occasional (up to 20%) out of state travel
• Ability to manage multiple high priority tasks simultaneously
• Exceptional and demonstrated Customer Service ability
• Empathetic listening skills
• Able to use sound judgment and discretion
• Possess a calm disposition and the ability to work well with people
• Willingness to work evenings and/or weekends

Preferred:

• Experience in the Dental Field or Multi Unit Outpatient Healthcare
• Experience with mergers and acquisitions
• Industry certifications such as A+, Network+, Security+, or similar
• Project Management certification such as Project+, PMP, or similar
• Great KPI reporting and presentation skills

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift

Work Location: One location