Manager, Help Desk Addison TX Full Time

Job Id
Job Location
Addison, TX
Employment Type
Full Time-Regular
Health Care

The Support Services Manager is driven with proven leadership abilities and compliments in achieving our exemplary levels of customer satisfaction.  He/She is a dynamic and self-motivated individual who will be involved in building a strong team. The Support Services Manager is a people-manager and is customer-facing.  He/She is responsible for the heading up the leadership of Tier 1 and Tier 2 Help Desk teams handling and overseeing the most critical, escalated issues. This role will both guide and grow the support team as well as managing the critical escalations that are raised through either support or through customer account management, in accordance with Concentra business goals and information technology department goals and Concentra policies, procedures and practices.

Ensures the delivery of exceptional customer service by putting all customers (internal and external) first and displaying:

  • A healing focus
  • A selfless heart
  • A tireless resolve


  • Management of a Tier 1 and Tier 2 support teams
  • Maintain and improve individual performance levels of team to ensure targets are met
  • Work with other team managers to ensure efficient and effective coverage of hours and skills
  • Manage visible cases and ensure outstanding customer service levels
  • Lead calls with internal stakeholders to review status and updates
  • Provide prompt and complete resolution of technical challenges and business issues
  • Identify and drive areas of process improvement, including by not limited to: envisioning and building new monitoring and/or reporting tools, creating or improving existing policies/procedures, enhancing Tier 1 and Tier 2 support capabilities as well as developing improved support practices
  • Share best practices, knowledge and learning with team and the global support community to enhance the quality and efficiency of customer support while fostering a culture open to collaboration across boundaries
  • Contribute to the knowledge base and create knowledge base materials dedicated toward operational efficiency while empowering and enabling the greater support community
  • Coach and train the team
  • Advocate customers’ priorities and requirements internally
  • Responsible for the team’s key performance indicators


  • Monitor key performance indicators assigned to customers and team members
  • Identify skill gaps of current staff and assist team members in development plans and actions
  • Ensure all client concerns are addressed in a timely manner, including the following: events, ticketing issues, requests, questions, and training opportunities; handle escalations as needed
  • Monitor relevant reports and tools to identify, address, and proactively engage employees to correct: long calls, misuse of cases and compliance issues.
  • Manage queues and monitor all open and aging cases daily
  • Supervises operations and support team including hiring, performance management, training and development in accordance with Concentra HR policies practices and procedures and ensures that IT Operations staff is well coordinated on assigned projects in terms of communications with the company, scheduling, and setting/meeting expectations
  • Sets clear objectives, evaluate progress against objectives, and instill performance-oriented culture with focus on accountability
  • Defines functions standards and procedures and selects and implements operational tools and technologies
  • Acts as liaison with the development teams and production infrastructure to resolve software
  • Manages IT operations projects
  • Provides computer hardware and software support and escalates issues
  • Provides input into our overall Technical Process and Operations Strategy
  • Functions as the technical resource for existing and future technical services and solutions in a shared services environment
  • Manages development workload, including outsourced activity: liaisons with customers; defines project specifications, resource estimates and event scheduling, performs change management and testing and deployment
  • Ensure that high-quality and up-to-date documentation of all relevant support specifications, systems, and procedures is maintained in an organized manner
  • Provides technical problem support, management, resolution and communication as appropriate
  • Accountable for operational results in terms of group and department performance standards/metrics, customer satisfaction and budget/expenses
  • Manages the coordination, implementation, administration and execution of technical support programs, personnel, communications, projects, products, performance metrics/standards, as well as strategic policies and directives for assigned areas


  • BS or BA or equivalent education and experience
  • 5 years IS experience in a healthcare environment
  • 5 years leadership experience
  • Superior teamwork skills
  • Strong interpersonal and communication skills a must; ability to read, write, and speak in a professional manner
  • Excellent analytical and problem solving skills
  • Must possess a personal sense of urgency
  • Ability to effectively multi-task and adapt to changing business priorities
  • Superior customer service skills
  • Excellent time management and organizational skills
  • Excellent attention to detail
  • Willingness to travel a plus 
  • Large scale multi-site IS operations experience
  • PC Hardware and peripheral experience
  • Knowledge of Microsoft productivity applications
  • Knowledge of browser-based technology
  • Understanding of operating systems such as Windows and OS X/iOS
  • Help Desk software technology a plus 


  • Strong background in IT operational, help desk, and product support management
  • Possess excellent organizational, project management, time management, and verbal and written communication skills
  • Sincere "client/customer satisfaction" focus in their daily work functions
  • Experience with team leadership, coaching and team dynamics
  • Strong interpersonal skills and an ability to effectively interact with a highly technical staff
  • Must have substantial experience in operating a 24/7 high-availability IT infrastructure in a highly transactional environment
  • Proven track record of successfully managing multiple projects and delivering them on schedule
  • BS or equivalent plus 5 years of progressive technical IT experience, including 3+ years of senior level IT operations management
  • Ability to communicate effectively in written form
  • Knowledge of Windows operating systems, web servers, terminal servers (including Citrix) to the degree required to effectively liaise with IS infrastructure teams a plus
  • Strong analytical skills
  • Flexible to meet deadlines
  • Responding to urgencies promptly
  • Multi-tasking Team player and team oriented, able to negotiate compromise
  • Go-getter Attitude - be a part of the solution
  • Initiate to resolve issues/concerns
  • Strong organization and communicational skills
  • 401(k) with Employer Match
  • Medical/Vision/Prescription/Dental Plans
  • Life Insurance/Disability
  • Paid Time Off/Holidays
  • Colleague Referral Bonus Program   

This job requires access to confidential and sensitive information, requiring ongoing discretion and secure information management.


Concentra is an Equal Opportunity Employer, M/F/Disability/Veteran.

We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, sexual orientation, gender identity, disability or medical or veteran status in accordance with federal law. In addition, Concentra Inc. complies with applicable state and local laws prohibiting discrimination in employment in every jurisdiction in which it maintains facilities.

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Tracy Grange
Tracy Grange