IT Help Desk Lead — Elevate Support & SLA Excellence
Solaris Health Holdings LLC
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Benefits offered by this job
Job summary
Solaris Health Holdings LLC in Westchester, IL is seeking a Help Desk Manager to lead the IT support services, ensuring timely issue resolution and high customer satisfaction. You will oversee staff, define processes, and align service delivery with business objectives.
You will coordinate with infrastructure, cybersecurity, and application teams, monitor KPIs, and improve SLAs. A Bachelor's degree and 5 years in IT support with leadership are required; certifications like CompTIA A+/Network+
Qualifications
- Bachelor's degree required.
- 5 years in IT support with supervisory experience.
- Understand ITSM, SLAs, and HIPAA implications.
Responsibilities
- Lead daily IT Help Desk operations and SLA adherence.
- Supervise and develop Help Desk staff through coaching and evaluations.
- Manage incident, service request, and problem processes.
- Monitor KPIs, prepare reports, and drive service improvements.
- Develop policies, knowledge bases, and SOPs.
- Coordinate with IT infrastructure, cybersecurity, and vendors.
- Ensure compliance with policies, security standards, and HIPAA.
- Travel to IL/IN offices; may travel to CO and WA.
Skills
Education
Job description
Solaris Health Holdings LLC in Westchester, IL is seeking a Help Desk Manager to lead the IT support services, ensuring timely issue resolution and high customer satisfaction. You will oversee staff, define processes, and align service delivery with business objectives.
You will coordinate with infrastructure, cybersecurity, and application teams, monitor KPIs, and improve SLAs. A Bachelor's degree and 5 years in IT support with leadership are required; certifications like CompTIA A+/Network+
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