DESKTOP SUPPORT MANAGER (OSSINING, NY) Ossining

Open Door is seeking a Desktop Support Manager for its Family Medical Centers in Ossining, NY. The Desktop Support Manager will report to the IT Director and will be based in Ossining, NY. All Open Door Family Medical Centers are located in Westchester and Putnam counties located just North of New York City, which offer excellent schools, easy access to a multitude of outdoor activities, and superb transportation connections to New York City.

Responsibilities

-Monitor ticketing system (Service Desk) and follow up with assigned personnel to ensure timely resolution of problems;
-Maintain a central source of information enabling Desktop Support staff and support technicians to recover outages with minimal disruption to expected service level;
-Manage Desktop Support resources to provide service to the end-users at ODFMC;
-Manage the Desktop Support staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities and staff scheduling;
-Formalize process and procedure relating to support of the end users;
-Isolate problem trends and ensure that troubleshooting efforts are completed for recurring problems until permanent solutions are found;
-Ensure that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department;
-Interface with users of Information Technology;
-Employ a high degree of tact and diplomacy to promote a positive image of the department;
-Resolve problem situations in a professional manner;
-Accurately communicate pertinent information;
-Create a work environment that lends itself to the best interests of Open Door Family Medical;
-Delivery of service in the following manner:
-Troubleshooting hardware/software/OS issues
-PC Builds and configuration
-Printer and other peripheral support
-Review of monitoring and any action required as a result
-Provide staff support for administrative tasks and projects relative to the Desktop, Wide Area Network, Local Area Network and Telephony functions;
-Ensure that decisions made to improve the overall customer support of the Desktop Support team are continually carried through;
-Coordinate training requirements of Desktop Support personnel;
-Provide leadership by projecting a positive attitude, and providing learning incentive;
-Establish and meet Service Level Agreements for systems infrastructure;
-Remain on-call during off-peak hours to respond to support service issues;
-Perform other duties and responsibilities as assigned by the IT Director;

Requirements
-Five or more years of related technical experience in a help desk environment supporting Desktop, Wide Area Network, and Local Area Network equipment;
-Three or more years of supervisory experience with minimum of 3 direct reports;
-A+ Certification or Equivalent job experience;
-Bachelor's degree strongly preferred;
-Strong customer service skills;
-Strong written and verbal communication skills required to present department plans and activities to individuals and groups throughout the company;
-Manage multiple high priority initiatives in a fast paced, highly technical environment;
-Successfully perform the planning, directing, reporting and administrative responsibilities of this position;
-Ability to embrace change and innovation when appropriate;
-Responsive and comfortable working in a fast-paced, high accountability environment;
-Highly organized, and self-directed, able to multi-task;
-Effective in problem solving;
-Flexible;
-Excellent judgment and ability to prioritize resources;

There are many fantastic benefits to a career at Open Door Family Medical Centers. In addition to working to affect positive change in the health and lives of thousands of residents inWestchester and Putnam counties, Open Door offers its employees a stimulating, diverse and team-based work environment with comprehensive benefits including medical, dental, life insurance, flexible spending accounts, 403(b) and 401(k), generous paid time off, onsite Wellness facilities, and educational assistance. Aside from excellent benefits, we offer a competitive salary and annual bonuses based on patient care.

At Open Door, we enjoy working in a team-based, patient-centered environment and value the benefits of a diversified workplace that values our patients and the communities we serve. If you want to make a difference in the lives of thousands of patients in the health of our communities of Westchester and Putnam counties, and if the position speaks to your capabilities, experience and commitment to improve the health of our communities, please follow the linkhttps://home.eease.adp.com/recruit/?id=10988761, complete the online application upload your resume and cover letter. Qualified candidates will be contacted by phone and/or email.

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