Help Desk Assistant Manager

at  NaphCare Inc

Overview:
NaphCare is hiring a Help Desk Assistant Manager just like you to join our team on-site at our Corporate Headquarters located in Birmingham, AL. The Help Desk Assistant Manager supports the Help Desk Manager in overseeing daily operations, driving operational improvements, and providing on-site and after-hours supervision of the Help Desk team. This role serves as a primary point of contact for technology requests, interacting regularly with NaphCare employees and clients. Responsibilities include delivering first-level phone and technical support, supervising technical support staff, and assisting with training and mentoring team members.
NaphCare is a family owned, healthcare technology company that has been delivering high quality healthcare to correctional facilities across the nation for over 35 years. Come join our team of over 6000 employees and growing! NaphCare pays well, offers outstanding benefits, and has an incredibly engaged corporate support team to make sure you have what you need to be truly excellent at what you do.
NaphCare partners with correctional facilities to provide proactive, patient-focused healthcare.

REQUIRED WORK EXPERIENCE

• 3 or more years of related technical experience in a Help Desk, Service Desk, Call Center, or IT Tech Support environment.

PREFERRED QUALIFICATIONS

• 5 years of technical and managerial experience in a Help Desk or technical support environment
• Associate or Bachelor’s Degree in a related field
• Certifications:
• ITIL Foundation v3 or v4
• CompTIA for A+, Tech+ and/or Network+
• HDI Support Center Analyst (HDI-SCA)
• Experienced in supporting electronic medical systems (EHR, EMAR, EMR) i.e. Cerner, Epic.
  Equal Opportunity Employer: disability/vetera

• Team Management: Oversee the Tier 1 Support Team (day, evening, and weekend shifts), including staffing, scheduling, and supervision.
• Technical Support: Handle client interactions, hardware/software troubleshooting, installations, and first-level desktop support via various methods (phone, email, remote, in-person).
• Customer Service: Foster positive client relations and resolve issues professionally, ensuring effective team communication.
• Process Improvement: Identify and implement opportunities to enhance Help Desk processes and service quality.
• Escalation Management: Manage escalated issues, coordinate resolutions, and ensure effective handoffs when necessary.
• Operational Support: Deploy technical equipment, maintain user accounts, and troubleshoot connectivity and system access issues.
• Software Support: Provide primary support for the in-house TechCare application and utilize SQL for issue research.
• System Use: Maintain and utilize the Help Desk ticketing system (Team Dynamics/TDX) to log, track, and resolve requests.
• Policy Compliance: Adhere to all company policies and participate in a 24/7 on-call rotation.
• Additional Duties: Perform other tasks as assigned by the Help Desk Manager