IT Service Desk Leader - RCM Technologies, Inc. | Life Sciences & IT
San Juan, PR 00917
About the Job
Permanent Placement
Title or Role: IT SERVICE DESK LEADER
Compensation: (Annual Salary of $34,000) plus benefits, commensurate with experience
Location: On Site Hato Rey, Puerto Rico
Company Description:
Our client is a leading managed care organization (MCO) providing comprehensive health insurance solutions to individuals, families, and employers in Puerto Rico. Founded in 1994, has grown to become one of the largest health insurers on the island.
Position Description:
Our client is looking for an IT Services Desk Leader responsible for the execution of the initiatives that improve the service desk SLA compliance. Design plans to enhance the delivery of Service Desk initiatives. Serves as an SME (Subject Matter Expert) for any software, hardware, and network support related to incidents and requests that Level I & II User Support analysts cannot resolve due to complexity and/or knowledge. Works together with network and server administrators to resolve complex problems. This includes prioritizing, documenting, resolving, and following up on end-user support requests. Maintains work planning and organization, conducting work processes and modifying plans to address unexpected situations.
Responsibilities:
1. Incident Management and Escalation:
Option 1:
Health Insurance
RCM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Pay Transparency:
RCM believes in transparency and fairness in compensation. We are committed to providing our employees with competitive salaries that reflect their skills, experience, and contributions to our organization. As part of our commitment to pay transparency, we want to provide you with as much information as possible about our compensation practices.
Disclaimer:
This job posting is intended to describe the general nature and the level of the work to be performed. It is not intended to include every job, duty and responsibility specific to the position. RCM reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.
About RCM:
RCM is a leading provider of Business, IT, and Engineering Services to over 1,000 clients in the commercial marketplace. RCM partners with clients to define, implement and manage a broad range of technologies across multiple platforms, systems, and networks. Our broad geographic presence ensures that a proven and reliable tactical and strategic capability is available and deployable virtually everywhere in North America.
Title or Role: IT SERVICE DESK LEADER
Compensation: (Annual Salary of $34,000) plus benefits, commensurate with experience
Location: On Site Hato Rey, Puerto Rico
Company Description:
Our client is a leading managed care organization (MCO) providing comprehensive health insurance solutions to individuals, families, and employers in Puerto Rico. Founded in 1994, has grown to become one of the largest health insurers on the island.
Position Description:
Our client is looking for an IT Services Desk Leader responsible for the execution of the initiatives that improve the service desk SLA compliance. Design plans to enhance the delivery of Service Desk initiatives. Serves as an SME (Subject Matter Expert) for any software, hardware, and network support related to incidents and requests that Level I & II User Support analysts cannot resolve due to complexity and/or knowledge. Works together with network and server administrators to resolve complex problems. This includes prioritizing, documenting, resolving, and following up on end-user support requests. Maintains work planning and organization, conducting work processes and modifying plans to address unexpected situations.
Responsibilities:
1. Incident Management and Escalation:
- Overseeing the escalation process for complex incidents.
- Identifying and coordinating key personnel for resolution.
- Documenting steps and actions taken.
- Communicating with other IT units, suppliers, and business units.
- Providing guidance and support to Level 1 and Level 2 team members.
- Assisting the supervisor and manager.
- Resolving incidents and requests that are beyond the scope of Level 1 analysts.
- Performing testing and implementation of new applications and hardware.
- Creating, updating, and maintaining device images.
- Supporting enterprise conferencing and teleconferencing.
- Prioritizing, responding to, and following up on reported issues.
- Initiating and resolving complex technical issues.
- Performing desktop-level fixes and hardware troubleshooting.
- Testing solutions and conducting post-resolution follow-ups.
- Collaborating with other IT team members on technical issues.
- Participating in training sessions for continuous growth.
- Communicating software issues to development and support teams.
- Logging, tracking, and documenting problem resolution processes.
- Contributing to technical documentation.
- Performing research analysis and identifying trends.
- Serving as a liaison between the Service Desk and other support areas.
- Providing support for IT initiatives within IT units.
- Assisting with equipment warranty claims and Service Center requests.
- Supporting the Systems Administrator and Telecommunications Specialist.
- Keeping the Service Desk unit informed of new implementations and technologies.
- Strong Organizational Skills: Demonstrated ability to effectively monitor, track, and report on tasks, projects, and team performance.
- Collaborative Leadership: Proven track record of building and maintaining positive relationships with colleagues and staff, fostering a collaborative and results-oriented team environment.
- Technical Proficiency: Solid analytical and technical skills, including proficiency in using relevant hardware and software (e.g., Word, Excel, PowerPoint, Outlook).
- Effective Time Management: Ability to prioritize tasks, manage workflow efficiently, and meet deadlines consistently.
- Adaptability and Flexibility: Versatility and willingness to adapt to changing priorities and work environments with enthusiasm.
- Proven Project Management: Demonstrated ability to handle multiple projects simultaneously, prioritize tasks effectively, and deliver results within specified timelines.
- Languages: Spanish and English: Fluent (comprehensive, writing, and verbal).
Option 1:
- Education: Bachelor's degree in computer science, Information Systems, or a related field.
- Experience: Minimum of one year of experience in computer systems, software, hardware, Microsoft products, and telephony.
- Education: Associate degree or equivalent (60-64 college credits) in Computer Science, Information Systems, or a related field.
- Experience: Minimum of two years of experience in computer systems, software, hardware, Microsoft products, and telephony.
- A+, Network+ ITIL is preferred.
- Other: ITIL, ITSM, knowledge in LAN connections and repairs of PCs, Printers, Copiers, and Faxes. Knowledge of Windows platform, MS Office.
Health Insurance
- Medical coverage: Comprehensive coverage for a variety of medical services, including doctor's visits, hospital stays, and prescription medications.
- Dental coverage: Coverage for dental procedures, such as cleanings, fillings, and extractions.
- Vision coverage: Coverage for eye exams and prescription glasses or contact lenses.
- Retirement plan: A retirement savings plan, such as a 401(k) or similar plan, to help you save for your future.
- Vacation time: Paid time off for vacations and personal use.
- Sick leave: Paid time off for illness or injury.
- Life insurance: Coverage to protect your family in the event of your death.
- Disability insurance: Coverage to provide income if you become disabled.
- Employee assistance program (EAP): A confidential counseling service to help you with personal or work-related issues.
- Continuing education: Opportunities for professional development and training.
RCM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Pay Transparency:
RCM believes in transparency and fairness in compensation. We are committed to providing our employees with competitive salaries that reflect their skills, experience, and contributions to our organization. As part of our commitment to pay transparency, we want to provide you with as much information as possible about our compensation practices.
Disclaimer:
This job posting is intended to describe the general nature and the level of the work to be performed. It is not intended to include every job, duty and responsibility specific to the position. RCM reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.
About RCM:
RCM is a leading provider of Business, IT, and Engineering Services to over 1,000 clients in the commercial marketplace. RCM partners with clients to define, implement and manage a broad range of technologies across multiple platforms, systems, and networks. Our broad geographic presence ensures that a proven and reliable tactical and strategic capability is available and deployable virtually everywhere in North America.
Source : RCM Technologies, Inc. | Life Sciences & IT