Helpdesk Support Manager

The Support Center Manager is responsible for managing a dedicated helpdesk support operation and evaluates and develops helpdesk programs and policies. The helpdesk technical support is provided to a high-profile pharmaceutical companys Field Sales organization, which continually expands each year. The manager will be responsible for managing a team of helpdesk technicians whose roles include assisting end users in establishing and fixing root causes of hardware and software computer issues. The manager is responsible for hiring, firing, performance appraisals, and pay reviews. Manager also plays a critical key role facilitating dialogue with customer management and Akibia sales account team. The scope of services the Akibia dedicated services team provides is comprised of Asset Management, Image and Repair Management, Event Management, and Helpdesk Support. Overall responsibility for managing delivery of Akibias services and to work directly with Akibia Sales and Customer Responsible for developing, tracking and reporting key performance measurements for the department Create quarterly performance reviews for employees and present reviews in face-to-face sessions. Responsible for developing and implementing process and procedures to improve operational efficiency. Oversee cross-functional work relations that are targeted to resolve issues raised by customers.   Ability to interface with multiple departments within Akibia including Sales, Logistics and Call Center. 
Experience and Skills:
Four year college or university bachelor degree in business management or other related technical field; or a combination of experience, education and training equivalent. Minimum 5+ years of related field and/or work experience may also be considered. Considerable knowledge in related technical disciplines including Microsoft Windows and associated applications, McAffee, Internet Applications, and an understanding of Tablet PCs. Strong organizational skills and ability to prioritize work to simultaneously handle a number of responsibilities and assignments.  Ability to independently plan and deploy multiple tasks and projects at same time. Strong written and oral communication skills and ability to articulate and participate in meetings. Displays maturity and tact at all times. Displays a Lead by Example mentality and attitude. Must possess strong customer-focused skills and values with sensitivity and a sense of urgency. Strong Knowledge of CRM applications desirable, specifically Clarify and other business related and call center applications.