Help Desk Manager

Job not on LinkedIn

🔥 0 minutes ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

🌵 Arizona, Colorado, +3 more states – Remote

🌵 Arizona – Remote ⛰️ Colorado – Remote 🌽 Illinois – Remote 🏰 Missouri – Remote 🤠 Texas – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 15%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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AssistIQ

WebsiteLinkedInAll Job Openings

1 - 10 employees

🏥 Healthcare

📦 Logistics

💼 Consulting

Healthcare • Logistics • Consulting

AssistIQ is a company that provides advanced technological solutions for managing healthcare supply chains. It employs computer vision and machine learning through its platform, AIQ Capture, to accurately track and capture the usage of medical supplies and implants without the need for barcodes or special hardware. By integrating with key systems like EHRs and ERPs, it aims to reduce costs, improve charge capture, and provide actionable insights from data to optimize healthcare operational efficiency. AssistIQ's solutions help in minimizing waste, ensuring supply visibility, and streamlining clinical documentation, ultimately empowering perioperative, clinical, and finance teams to focus more on patient care.

📋 Description

• Manage day-to-day support operations for US and Canadian customers, establishing and maintaining effective processes for incident management and escalations. • Ensure support requests are logged, prioritized, assigned, tracked, and resolved. • Monitor ticket volumes, response times, resolution times, escalations, SLAs, and communications. • Ensure appropriate coverage during business hours, after-hours, and weekends, participating in on-call rotations. • Develop and maintain escalation procedures for critical and high-priority incidents. • Serve as an escalation point for complex or high-impact support issues and coordinate major incident responses. • Maintain the knowledge base, troubleshooting guides, and SOPs for AssistIQ solutions. • Train, coach, and develop support personnel; establish performance objectives and conduct feedback and performance reviews. • Implement and monitor KPIs and SLAs; deliver reports and dashboards for leadership and identify trends and process corrections. • Maintain relationships with internal users, customers, vendors, and business stakeholders. • Implement tools and technologies, including AI for optimization, to improve support efficiency and customer experience. • Lead technical support for AssistIQ's SaaS healthcare iPad and web solutions and EHR integrations.

🎯 Requirements

• 5+ years of experience in customer support operations with 2+ years of leading technical support teams, managing support operations, SLAs, KPIs, and escalation processes. • Strong understanding of incident/problem management practices and experience with ticketing and service management tools/ platforms. • Strong analytical, organizational, problem-solving and excellent written and verbal communication skills. • Demonstrated ability to manage multiple priorities in a fast-paced environment. • Strong customer-service orientation and ability to work effectively with technical and non-technical stakeholders. • Technical skills to troubleshoot software applications on the iPad, web and in an integrated healthcare environment. • Ability to understand complex healthcare integration issues with EHRs such as EPIC and ERP systems such as Workday is a plus. • Experience with ticketing and CRM platforms. • Experience managing geographically distributed remote support teams as. • Experience supporting SaaS or cloud-based enterprise healthcare customers in the United States. • Willingness to work Pacific time schedules and being on after-hours rotations.

🏖️ Benefits

• Health insurance • 3 weeks of vacation • 10 sick days • Flexible work hours • A collaborative, engaging, top-of-class culture