LifeLong Medical Care

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Help Desk Manager

Help Desk Manager

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LifeLong Medical Care is looking for a Help Desk Manager to join our team in Berkeley! This position is responsible for ensuring an outstanding level of customer service by providing direct IT support to LifeLong staff by supervising the Helpdesk and managing the technical and clinical systems support staff. Responsible for leading the Helpdesk in engaging in more proactive planning and support and organizing the Helpdesk to be flexible and adaptable in meeting the changing needs of LifeLong’s service delivery. 


  • Supervises the Helpdesk support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed.
  • Gathers and analyzes metrics to benchmark the helpdesk workload/performance and identify trends in ticketed issues.
  • Works within the LifeLong community to promote excellent customer service, effective response times and provide expert insights in to general support issues. Enforces quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction.
  • Trains helpdesk staff on operational procedures and troubleshooting techniques. Provides training on new hardware and/or software applications as requested.
  • Analyzes and identifies trends in issue reporting and devises preventative solutions. Offer suggestions for any noted process improvements and develops the new procedures.
  • Other duties as assigned by supervisor.


  • Commitment to the provision of primary care services for the underserved with demonstrated ability and sensitivity in working with a variety of people from low-income populations, with diverse educational, lifestyle, ethnic and cultural origins.
  • Ability to effectively support, motivate and supervise staff, encourage and nurture development and growth, to build a strong and productive team.
  • Strong organizational, administrative, multi-tasking, prioritization and problem-solving skills.
  • Ability to work effectively under pressure in a positive friendly manner and to be flexible and adaptive to change.
  • Ability to work independently and make sound judgments within established guidelines; understand and apply oral and written instructions; establish and maintain effective working relations with staff, clinical providers, managers and external agencies or organizations.
  • Excellent computer application skills
  • Ability to effectively present information to others, including other employees, community partners and vendors.
  • Work in a team-oriented environment with a number of professionals with different work styles and support needs.
  • Excellent interpersonal, verbal, and written skills and ability to effectively work with people from diverse backgrounds and be culturally sensitive.
  • Make appropriate use of knowledge/ expertise/connections of other staff.
  • Be creative and mature with a “can do”, proactive attitude and an ability to continuously “scan” the environment, identifying and taking advantage of opportunities for improvement.
  • Conduct oneself in internal and external settings in a way that reflects positively on LifeLong Medical Care as an organization of professional, confident and sensitive staff.
  • Ability to see how one’s work intersects with that of other departments of LifeLong Medical Care and that of other partner organizations.
  • Make appropriate use of knowledge/ expertise/ connections of other staff.
  • Be creative and mature with a “can do”, proactive attitude and an ability to continuously “scan” the environment, identifying and taking advantage of opportunities for improvement.


Job Requirements          

  • Bachelor’s degree or equivalent education and/or work experience.
  • A+ Certification required and/or equivalent combination of  relevant education and/or experience
  • Minimum of two years’ progressive experience installing and supporting all of the following: Windows 7, Active Directory, Microsoft Office, PC and thin client deployment, Antivirus management, Remote User Networking , VPN , TCP/IP troubleshooting, SharePoint
  • Minimum two years’ progressive experience managing customer service teams.
  • Experience in dealing with difficult interpersonal situations regarding support issues
  • Ability to work a flexible schedule that include evenings and weekend on-call hours.
  • Excellent oral and written communication and interpersonal skills.


Job Preferences

  • Degree in technology or related field preferred.
  • Experience with operational reporting using help desk ticketing tools.
  • Project manager training.