Manager of IT Helpdesk

UNITE HERE HEALTH serves 190,000+ workers and their families in the hospitality and gaming industry nationwide. Our desire to be innovative and progressive drives us to develop impactful programs and benefits designed to engage our participants in managing their own health and healthcare. Our vision is exciting and challenging. Please read on to learn more about this great opportunity!

The Manager of IT Helpdesk is responsible for ensuring smooth operation of the Fund and Health Centers technology through the resolution of user requests for technical service, change management, procurement, and escalation to other technical professionals. The Manager will develop the support staff, and provide hands on support of hardware as well as provide direction of helpdesk support resources when they are needed.

ESSENTIAL JOB FUNCTIONS AND DUTIES

• Has direct supervision and oversight for all Las Vegas helpdesk staff; Supervises, leads, and delegates work and coaches, mentors, develops employees
• Manages the overall activities of the desktop administration team (PC and application deployments, patch management, badging systems, etc.)
• Oversees escalation of incidents both inside the service desk team and externally to other teams
• Responsible for hardware procurement and equipment refresh lifecycles
• Maintains advanced knowledge of emerging equipment imaging technogies, including Microsoft co-pilot
• Understanding of identy and access management (IAM) technologies and downstream impacts
• Oversees special projects given to the PC Support area, obtaining assistance when necessary
• Manages the telephony system, including call center technology and cellular services
• Is mindful and includes information technology security requirements when designing solutions
• Partners with the business to ensure the Service Desk meets business expectations and planning future changes
• Analyzes user interactions to determine appropriate IS personnel required to address the issue
• Expert in ticketing system administration and optimization
• Accountable for achieving SLA goals and reports on KPI s using dashboards and other methods to senior leadership
• Collaborates and partners with peer leaders to deliver, enhance and optimize future state solutions in a comprehensive, well thought out and simplified manner to positively impact users and members
• Plans, analyzes, and evaluates programs and services, operational needs, and fiscal constraints
• Analyzes problems, identifies and develops alternative solutions, projects consequences of proposed actions, and implements recommendation/solutions including after action/root cause analysis creation
• Recommends hires and promotions, directs and evaluates employment decisions for all assigned positions
• Responsible for the oversight of continued employee training requirements, safety and quality initiatives

ESSENTIAL QUALIFICATIONS

• 7 ~ 10 years of direct experience
• 3 ~ 5 years of supervisor experience
• Certification in ITIL and demonstrated experience working in an ITIL environment
• Bachelor s degree in Computer Science, or other degree combined with specialized computer training or related field
• Working knowledge and experience administrating and developing reports from various service desk/help desk application platforms
• Exposure to Oracle client; Visio client desired
• Previous experience supporting a Cloud, Microsoft, Apple, and Citrix environment with enterprise applications and a geographically dispersed user population
• Experience supporting desktop and laptop hardware, peripherals, mobile devices, and printers
• Extensive experience with Microsoft Office and diverse web technologies
• The ability to travel 10% - 15%
• Project management experience a plus
• A+ or MCP Certifications are desired

Salary range for this position: Salary $100,800 - $131,000. Actual base salary may vary based upon, but not limited to: relevant experience, qualifications, expertise, certifications, licenses, education or equivalent work experience, time in role, peer and market data, prior performance, business sector, and geographic location.

Work Schedule (may vary to meet business needs): Monday~Friday, 7.5 hours per day (37.5 hours per week) with potential for hybrid work-from-home arrangement.

We reward great work with great benefits, including but not limited to: Medical, Dental, Vision, Paid Time-Off (PTO), Paid Holidays, 401(k), Pension, Short- & Long-term Disability, Life, AD&D, Flexible Spending Accounts (healthcare & dependent care), Commuter Transit, Tuition Assistance, and Employee Assistance Program (EAP).

#LI-Hybrid