Supervisor, Help Desk at NEXTGEN Healthcare in HORSHAM, Pennsylvania

Job Description:

Supervisor, Help Desk
Job Responsibilities:

• Plan, direct, and supervise the day to day Service Desk Operations.


• Collaborate with IS staff to ensure smooth and reliable operation of software and systems for fulfilling business objectives and processes.


• Lead and assist in company-wide IS projects and implementations.


• Create and maintain standard Service Desk procedures. Ensure identified issues are resolved within an acceptable timeline.


• Partner with executive team members, decision makers, and stakeholders to define business requirements, systems goals, and to identify and resolve business systems issues in a timely manner.


• Design and deploy new applications and enhancements to existing applications, software, and operating systems.


• Perform cost-benefit and return on investment (ROI) analyses for proposed systems to aid management in making implementation decisions.


• Conduct research on software and systems products to justify recommendations and to support purchasing efforts.


• Interact and negotiate with vendors, and contractors to secure system-related products and services.


• Evaluate the effectiveness and efficiency of existing systems; develop and implement strategies for improving or further leveraging these systems.


• Assess single points of failure in infrastructure and recommend actions as appropriate.


• Create and maintain documentation as it relates to system configuration, processes, and procedures for the Service Desk.


• Provide day-to-day oversight, direction, training, and guidance to a team of IS professionals in troubleshooting and efficient resolutions.


• Serve as a subject matter expert (SME) and technical escalation to resolve complex support issues, when needed.

Education:
Required:

• Bachelor's Degree in Information Technology, Engineering, Computer Science, or related field.


• Or, any combination of education and experience which would provide the required qualifications for the position.

Certifications/ Licenses (Preferred):

• Microsoft certifications

Experience:
Required:

• 2+ years of experience in technology support, analysis, or project management.


• 2+ years of experience in a lead/supervisory role.


• 1+ year of experience in information systems including supervisory and administrative responsibilities.

Preferred:

• 2+ years of experience in client and/or customer relations.

Knowledge, Skills, & Abilities:

• Knowledge and understanding of Incident, Information Technology Infrastructure Library (ITIL) process v.3 foundations.* Knowledge of information security standards within systems and user devices.


• Technical knowledge of server infrastructure, Microsoft Windows, MacOS, and Amazon Web Services (AWS) systems.


• Knowledge of the latest Windows desktop operating systems.


• Knowledge of Microsoft Office Suite (Word, Excel, Outlook, and PowerPoint) with an intermediate skill level in all applications.


• Knowledge of internet browsers and other related technologies.


• Knowledge of scripting language such as Powershell.


• Knowledge of Asset Management Tools, Manage Engine Desktop Central, and Microsoft Intune Endpoint Management.


• Knowledge of Microsoft Active Directory and Azure Active Directory.


• Knowledge and experience managing IP based networks, WAN technologies, virtual server and desktop technologies, DHCP/DNS, Microsoft 365, and Exchange Online.


• Knowledge and experience with Microsoft Deployment Toolkit.


• Ability to create and establish best practices, policies, and procedures throughout the technical support process.


• Ability to establish and audit Service Desk support standards.


• Ability to manage and maintain technology device inventories.


• Ability to diagnose technical problems.


• Ability to deploy, configure, and support operating systems on desktops and mobile devices.


• Ability to demonstrate a clear understanding of the importance of following IT security best practices.


• Ability to work independently as a self-starter in a fast-paced environment.


• Ability to demonstrate excellent organizational skills, with the ability to prioritize workload, meet deadlines, and multi-task while maintaining attention to detail.


• Ability to work in a team environment employing a hands-on approach with colleagues at all levels of the organization.


• Ability to communicate effectively (both written and verbal) ideas to a broad audience with varied levels of understanding of subject matter using tact, courtesy, and patience.


• Ability to establish and maintain effective working relationships through collaboration and respect.

NextGen Healthcare believes in strength through diversity. We are an equal opportunity workplace and an affirmative action employer supporting Diversity, Disabled, and Protected Veterans. Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, gender identity, disability or veteran status.

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

Because NextGen Healthcare believes in providing a safe work environment, we conduct background checks as part of our hiring processes.

Summary:
The Supervisor, Info Ops will provide leadership in developing, designing, and optimizing one or more information technology and systems functions supporting company business processes. The incumbent will provide direction to a team of IS Service Desk professionals to protect the organization's data, tools, and information systems. The incumbent will ensure infrastructure architecture standards maximize efficiency and support platform compatibility. The incumbent will coordinate the delivery of services to user groups and will ensure IT service is uninterrupted.

The Supervisor, Info Ops will assist management in the day-to-day operations of the Service Desk and long-term resource and operational planning to optimize efficiencies of the Service Desk team.
The Supervisor, Info Ops will partner with IS management to design, implement, and monitor internal service level agreements (SLAs), procedures, and operational metrics to optimize Service Desk performance. The incumbent will manage Service Desk priorities, deadlines, and time-critical situations.
795 Horsham Road, Horsham, Pennsylvania 19044
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