Desktop Support Manager at BioReference Labs in Elmwood Park, New Jersey

Job Description:

This is an exciting time to join our dynamic organization. OPKO Health is a diversified healthcare company that seeks to establish industry-leading positions in large, rapidly growing markets, including pharmaceuticals, diagnostics, and biologics. OPKO's diagnostics business includes BioReference Laboratories, the nation's third-largest and fastest growing clinical laboratory over the last 35 years, which provides diagnostic testing to physician offices, hospitals, and clinics, among others, and GeneDx, a rapidly growing genetics and genomics laboratory that applies cutting edge technologies to make efficient clinical diagnostic testing and interpretation available for individuals with rare and common genetic conditions. Come join our team and become part of something big, by making our patients and customers the highest priority.

BioReference is currently recruiting for a Desktop Services Technology Manager based out of its corporate headquarters in Elmwood Park, NJ.

We are seeking a hands-on Desktop Services Manager to support our organization. The Desktop Services Manager's role is to oversee all Service Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions. The manager will partner with a managed service call center as well as supervise a staff of end user service engineers.

The manager, will essentially direct Desktop Services operations, which is part outsourced and part internal.

Reporting to the Sr. Manager, IT Strategic Initiatives and Finance, this person will also work closely with cross-functional leaders to innovate & constantly enhance Bio-Reference’s suite of technology tools provided to our end users.

PRINCIPAL JOB DUTIES:

Duties may include but are not necessarily limited to the following:

• Acts as the business to an outsource, remote managed end user service partner; in this partnership responsibilities include but are not limited to:


• Building SLAs


• Implementing changes to end user tools


• Improving service desk processes


• Reducing call and ticket volumes through effective problem management


• Holding Partners accountable against SLAs and Project Deliverables


• Deploying remote support technicians, as needed


• Documenting knowledge articles to support troubleshooting and resolution at Level 1


• Reviewing end user survey feedback to improve satisfaction scores


• Manages IT inventory, purchasing, and forecasting equipment needs.


• Oversees Level 1.5 – Level 2 support staff in recognizing, identifying, isolating, and resolving problems with information systems products and services.


• Administers the installation, testing, and setup of new hardware and software.


• Assists End User Service Engineers in resolving complex computer and/or network problems.


• Strives for improved customer service by suggesting improvement ideas to IT Director.


• Build relationships with stakeholders to facilitate proactive decision making and seamless end-user experiences


• Analyze performance of Service Desk Call Center and Desktop Support; identify problem areas and develop practices to prevent problem recurrence and document resolutions


• Manage procedures related to identification, prioritization, and resolution of incidents and requests


• Analyze information from the team and provides recommendations for resolution through data driven decision making


• Lead by example; coach and mentor best practices that improve responsiveness


• Coordinates and/or performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.


• Monitors and tests fixes to ensure problems have been adequately resolved.


• Analyzes performance of End User Service activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.


• Analyze trends and develop action plans for improving service timeliness and reducing costs


• Enforce policies and procedures to ensure consistent service levels and quick resolutions


• Establish and manage procedures to ensure effective collaboration among teams in the IT department


• Leads initiatives to evaluate and leverage desktop support tools and problem management systems


• Manages End User Service staff including hiring and retaining staff; team building; maintaining work schedules; performance appraisals; organizing staff for optimum effectiveness; and establishing staff training and development programs.

• Bachelor’s degree.


• 7+ years of professional Industry experience. Healthcare experience is a plus but not required.


• Must be highly organized, detail oriented, strong analytical skills (both oral and written) and possess exceptional follow-through abilities in addition to being a strategic thinker.


• Proven ability to manage teams and organizations.


• Experience in strategic planning and execution, asset management, ITIL, project management, vendor management, process improvement strategies and change management.


• Superior professional written and verbal communication and interpersonal skills. Ability to motivate teams to produce quality materials within tight timeframes and simultaneously manage several projects. Ability to participate in and facilitate group meetings.


• Must be proficient in applications including Microsoft Office, Microsoft Visio, and Microsoft Project.


• Experience with Industry security best practices in Healthcare,


• In-depth knowledge of the Microsoft Ecosystem. Cloud and On-Premise.


• Azure experience