IT Service Desk Manager

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🔥 6 minutes ago

🌲 North Carolina – Remote

🌲 North Carolina – Remote

💵 $81.2k - $113.1k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

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Trillium Health Resources

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

⚕️ Healthcare Insurance

Healthcare Insurance • Mental Health • Substance Use

Trillium Health Resources is a leading specialty care manager (LME/MCO) for individuals with serious behavioral health, intellectual/developmental disabilities, and traumatic brain injury in North Carolina. The organization is committed to investing in the health and well-being of the communities it serves, providing services such as preventive health screenings, crisis intervention, and tailored care management. Trillium focuses on enhancing access to mental health and substance use services for its members and ensuring support for vulnerable populations.

📋 Description

• Develop the service strategy for one or more services in the IT organization • Review business requests for service enhancements and undertake cost evaluation, standards reviews, and prioritization • Contribute service descriptions and service-level agreements (SLAs) for specific services to the organization’s service catalog • Interact with technology brokers/vendor managers to identify and evaluate new technology products for their services • Set up, manage, and evaluate end to end Service Desk processes and workflows

🎯 Requirements

• Associate’s degree in Information Technology, Computer Science, Computer Engineering, MIS, Business, or similar disciplines and three (3) years’ experience in PC software and hardware installation and troubleshooting • TCP/IP Fundamentals • Windows Operating Systems and Microsoft Office Products (Windows 10, MS Office 2019, or M365) • Endpoint security, protection, and best practices (virus scan anti-malware, software security updates, threat detection tools and security incident response) • OR Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, MIS, Business, or similar disciplines and one (1) year experience in PC software and hardware installation and troubleshooting • TCP/IP Fundamentals • Windows Operating Systems and Microsoft Office Products (Windows 10, MS Office 2019, or M365) • Endpoint security, protection, and best practices (virus scan anti-malware, software security updates, threat detection tools and security incident response) • OR Equivalent combination of education/experience. • Must have a valid driver’s license. • Must reside within North Carolina. • Must be able to travel within catchment as required. • Preferred: Supervision of two (2) or more employees • Experience with two (2) or more of the following: Email concepts and troubleshooting • Advanced phone skills (Call transfers, Call forwarding, Directory lookups, Voicemail, Conferencing, Call queues, or Dial Plans) • Video/teleconferencing equipment (Cisco Telepresence) • Basic home networking (Cable Modem, Wireless, Routers, DSL, WIFI) • Current cell phone technology and how to manage devices (Mobile Device Management MDM) • Cloud resources (Azure, AWS, Private Clouds, IAAS, SAAS, PAAS, or IdAAS) • ITIL V3 standards • Industry standard project management principles (PMI/PMP) • IT systems security standards (HIPAA, NIST, CIS, CMMC, ISO, or COBIT) • One or more certifications such as PMP, ITIL v3, CCNA/CCNP, MCSE, PMP, AWS, Azure.

🏖️ Benefits

• Health Insurance with no premium for employee coverage • Flexible Spending Accounts • 24 days of Paid Time Off (PTO) plus 12 paid holidays in your first year • NC Local Government Retirement Pension (defined-benefit plan) • 401k with 5% employer match and immediate vesting • Public Service Loan Forgiveness (PSLF) qualifying employer • Quarterly stipend for remote work supplies