From Intake to Outcomes, CareMetx is dedicated to supporting the patient journey by providing hub services, innovative technology, and decision-making data to pharmaceutical, biotechnology, and medical device innovators.

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Note: This is mostly a remote position; however, travel to the our headquarters in Bethesda, MD is required as needed*

Job Title: IT Service Desk Manager
POSITION SUMMARY:

• Designs, develops, implements, and manages the CareMetx Service Desk and its processes which includes support for information technology infrastructure, computer application systems, Telephony, communication systems, network, and related systems.
• Establishes and maintains information technology policies, procedures, and standards.
• Analyzes support data to improve processes and documentation to assist customers and Service Desk support staff

PRIMARY DUTIES AND RESPONSIBILITIES:

• Monitor and take action to control Service Level Agreements (SLAs)
• Mentor staff on Service Desk processes, Phone systems, and other technical support areas
• Direct oversight of the IT Service Desk and its technicians
• Manage IT support for different business units across remote sites
• Project Management - lead Service Desk projects
• Manage Vendor relations – Create and manage relationships and purchases with IT software, hardware, and services vendors
• Provide technical guidance and support for incoming queries and issues related to computer systems, software, and hardware
• Provide\Presents reporting and metrics to senior management
• Oversee employee onboarding IT functions for new employees and contractors with a focus on efficiencies and ease of use
• Support IT audits
• Escalation point for Service Desk Issues
• Training – Create and/or approve work instructions and train the trainers on Service Desk processes and procedures
• Maintain daily performance of computer systems
• Maintain computers (patches, virus protection, performance)
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
• Utilize reports to recognize recurring Incidents and provide solutions to minimize the recurrence or time to resolve
• Other job-related duties as assigned

Qualifications
EXPERIENCE AND EDUCATIONAL REQUIREMENTS:

• Bachelor’s degree in Computer Science/MIS or a similar technical field is preferred.
• 5 years experience providing end-user support for PC desktop and application software and installing, upgrading, troubleshooting, and repairing personal computers
• 5 years of managerial experience leading a team of technicians
• 10 years of overall IT experience

MINIMUM SKILLS, KNOWLEDGE, AND ABILITY REQUIREMENTS:

• Proven leadership abilities
• Organized and time management skills
• Detail-oriented with excellent technical, verbal, and written communication skills.
• Technical understanding of Microsoft Desktop OS and a wide variety of end-user hardware and peripherals
• Ability to create, analyze and present PowerPoint presentations
• MS Office 365 administration
• Strong knowledge of Microsoft Office tools and Office 365
• Strong knowledge of desktop, server, and cloud-based operating systems
• Knowledgeable with Phone systems and call centers
• Project Management
• Strong problem-solving skills
• Ability to work well under pressure
• Customer service focus
• Strong interpersonal and relationship-building skills
• Ability to lift and/or move equipment (10 to 50 lbs.)
• Knowledge and experience troubleshooting basic networking equipment (routers, switches, wireless access points)

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit
• The employee must occasionally lift and/or move up to 10 pounds.

Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
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Schedule*
Must be flexible on schedule and hours
CareMetx considers equivalent combinations of experience and education for most jobs. All candidates who believe they possess equivalent experience and education are encouraged to apply.
At CareMetx we work hard, we believe in what we do, and we want to be a company that does right by our employees. Our niche industry is an integral player in getting specialty products and devices to the patients who need them by managing reimbursements for those products, identifying alternative funding when insurers do not pay, and providing clinical services.
CareMetx is an equal employment opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on race, color, sex, sexual orientation, gender identity, religion, disability, age, genetic information, veteran status, ancestry, or national or ethnic origin.

Job Type: Full-time