Desktop Support Manager - IT

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• Essential Duties and Responsibilities:
  • Lead and manage a team of technical desktop support representatives, including hiring, training, coaching, and performance management.
  • Develop and implement effective strategies, policies, and procedures to ensure efficient and high-quality technical support services.
  • Monitor and analyze support metrics to identify areas for improvement and make data-driven decisions to enhance team performance and customer satisfaction.
  • Collaborate with multiple business units to ensure their needs are being met.
  • Serve as an escalation point for complex issues and provide guidance and support to the team in resolving them.
  • Develop and deliver training programs to enhance the technical skills and knowledge of the support team.
  • Stay updated with the latest industry trends and technologies to ensure the team remains knowledgeable and competent in providing technical support.
  • Foster a positive and collaborative work environment that promotes teamwork, accountability, and continuous learning.
  • Conduct regular performance evaluations and provide feedback and coaching to team members to support their professional growth and development.
  • Prepare and present reports on team performance, key metrics, and customer feedback to senior management.
  • Assist in hardware/software purchases.
  • Perform other job related duties as assigned

Required Skills

• Strong leadership and people management skills, with the ability to motivate and inspire a team to achieve goals and deliver exceptional customer service.
• Excellent technical troubleshooting and problem-solving skills to analyze complex issues and provide effective solutions.
• Proven experience in managing technical support operations, including developing and implementing support strategies, policies, and procedures.
• Exceptional communication and interpersonal skills to effectively interact with customers, team members, and cross-functional teams.
• Strong customer service orientation with a dedication to delivering an outstanding support experience.
• Proficiency in using support tools and systems to manage and track customer issues.
• Ability to work in a fast-paced environment and handle multiple priorities with a sense of urgency.
• Excellent organizational and time management skills to prioritize tasks and meet deadlines.
• Familiarity with software and hardware technologies, systems, and networks.
• Continuous learning mindset to stay updated with the latest industry trends and technologies.
• In this role the viable candidate will need to be able to develop strong partnership relationships with:
  • Our global enterprise application teams within Varex IT to collect and define technical requirements for system needs
  • Information security and data privacy team to ensure compliance objectives are known and achieved within the system designs
  • Software engineering organization
  • All other internal and external customers to ensure timely resolution to questions or issues

Experience:

• Bachelor's degree
• 5 years of related experience.
• Proven experience in managing a technical support team or a similar role.
• Strong knowledge of technical support best practices and methodologies.
• Experience in using support management tools and systems.

Time Type:

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Benefits and Perks

Varex Imaging provides competitive pay and benefits to support the financial, physical, and emotional well-being of the people who make our company successful.

• Medical Insurance

• Dental/Vision

• 10 Paid Holidays

• PTO

• Employee Stock Purchase Plan

• 401K match

• Paid Parental Leave

• Short & Long-Term Disability and Life Insurance

• Competitive Pay

• Flexible Schedules

• Variety of Shift Options

• Free Safety Shoes

• Friendly Work Environment

• On-site Cafeteria, Company Nurse, Credit Union, and Gym

• Free Coffee and Soda

• Tuition Reimbursement

• Employee Referral Program

• Career Advancement Opportunities

• Employee Discounts

• EV Charging Stations

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.