Help Desk Supervisor (10044-200)
Wakefield, MA

Job Description

American Dental Partners' vision is to be the leading business partner to dental group practices in the nation. Our mission is to elevate the practice, profession and delivery of oral care. For 20 years and counting, we've empowered and supported our team members with leading edge technology, professional development, and education to build healthy, enduring community based dental group practices.

The Help Desk Supervisor position is a new role within the Information Services group at American Dental Partners' reporting to the IS Manager. Our IS team is currently building an internal Help Desk to provide technical support to all company locations, which includes over 300 dental practices organized throughout the U.S. Our new Help Desk will provide our users with a full self-service catalog of IS services, to ensure problems and requests are routed accurately and efficiently to ensure a timely resolution. The Help Desk Supervisor will play a key role in the success of the Help Desk, by participating in the hiring of new staff members, configurating a new ticketing system, defining process workflow, and creating a knowledge base.

Responsibilities:

* Participate in the hiring of additional Help Desk staff
* Help build new Help Desk ticketing system by configuring workflow automation, self service options, import user and ticket data, develop knowledge base articles for analysts and end users
* Support and supervise the processing of incoming Help Desk requests via self-service and e-mail to ensure courteous, timely, and effective resolution of end user issues
* Provide tier 2 remote support of company desktop hardware and software, networking, phone, and radiography equipment
* Coordinate on-sight vendor support between dental practice managers and service providers
* Define, support, and maintain shift schedules to ensure coverage during business hours (Mon-Sat)
* Participate in on-call rotation supporting the IS Priority 1 Incident Management process
* Analyzes performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
* Monitors and tests fixes to ensure problems have been adequately resolved
* Tracks and analyzes trends in Help Desk requests and generate statistical reports
* Coordinates and/or performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications
* Help to establish staff training and development programs
* Support the Dental Practice acquisition process by participating in project team meetings, coordinate the procurement, configuration, and installation of new systems.

Required Skills

Required Skills:

* Bachelor's Degree in IT related major preferred and/or related technical experience
* Five or more years of related technical and supervisory experience in a Help Desk environment supporting Desktop hardware/software, Wide Area Network, and Local Area Network equipment
* Excellent communication and customer service skills
* Ability to manage multiple high priority initiatives in a fast paced highly technical environment
* Travel onsite 10-15% of the time to provide support as needed

AMDPI offers a competitive salary and excellent benefit package including a 401k, health insurance and a professional work environment. To learn more about American Dental Partners please visit our homepage at www.amdpi.com.