Our associates celebrate lives. We celebrate our associates. This position manages the Company’s HMIS Help Desk and the Sales Applications Help Desk, working closely with the supervisors of these two teams responsible for overseeing the day-to-day operations. The Manager must understand all applications that the HMIS and Sales Applications Help Desk teams support in order to adjust defined processes as necessary to ensure callers get the best support. **JOB RESPONSIBILITIES** **Help Desk Management** + Manages business issues and challenges of the two Help Desk organizations (HMIS Help Desk and Sales Applications Help Desk), industry, and works to identify solutions. + Identifies Help Desk Team's strengths and weaknesses and suggests areas of improvement to business processes along with possible solutions. + Reviews Help Desk business processes and makes recommendations and proposed solutions as necessary. + Ensures the two Help Desk teams identify, track, report on issues captured in HEAT tickets and are resolved in a timely manner. + Works with field management and Corporate Office teams to identify required changes to the Help Desk teams’ processes. + Communicates needed changes to Help Desk teams. + Works directly with the three Help Desk supervisors on a daily basis to ensure customers are getting the proper support. + Responds to caller complaints and inquiries as needed. + Responds to urgent issues on the weekends as necessary by getting the right teams involved. + Works with the Director of Business Applications Support to create budgets for the two Help Desk teams. + Generates reports as needed to review issues with systems and look at the HEAT tickets that were created for the issues. + Helps define service level agreements with escalation Product Team Owners and adjusts them as needed. **Staff Management** + Ensures teams have the proper licenses and equipment necessary to perform their jobs including licenses to record calls, a knowledge base, customer service training, etc. + Ensures new Help Desk team members are trained and helps with onboarding. + Constructively address issues and provides tangible and appropriate feedback to staff. + Responsible for screening candidates (internal and external) and hiring or promoting a skilled and effective staff. + Establish pay, recommend pay increases, and career advancements. **Minimum** **Requirements** **Education** + High school diploma or equivalent + Bachelor’s degree in Management Information Systems or related discipline preferred **Experience** + Four (4) years of experience managing a Help Desk/Call Center or a related field + Experience managing and motivating associates **Knowledge, Skills and Abilities** + Ability to work weekends as needed + Extensive knowledge of the various applications that the two help desk teams support + Demonstrated understanding of the relationships between various IT applications and systems + Ability to develop creative solutions to problems + Demonstrated ability to seek alternatives, new ideas, and/or approaches to problems + Good communication skills + Ability to motivate others and provide innovative solutions for team improvement + Demonstrated advanced proficiency with the Microsoft Office Suite 2016 (especially with Project and Visio) **Work Conditions** When considering the work hours associated with this job, the following factors may apply: **Work Environment** + Work indoors and outdoors during all seasons and weather conditions + Limited amount of local and/or multiple location traveling required + Professional Dress is required when in contact with families. **Work Postures** + Frequent, continuous periods of time standing, up 6 hours per day + Sitting continuously for many hours per day, up to 6 hours per day + Climbing stairs to access buildings frequently **Physical Demands** + Physical effort requiring manual dexterity is required, includes paperwork, calculators, computers and phone usage **Work Hours** + Working beyond “standard” hours as the need arises + Travel up to 20% Postal Code: 77019 Category (Portal Searching): Information Technology Job Location: US-TX - Houston Job Profile ID: C00956 Time Type: Full time Location Name: SCI Corporate Office II