Helpdesk Supervisor Jobs

Bamboo Health is a leader in cloud-based care coordination software and analytics solutions focused on patients with complex needs, including those suffering from physical health and mental health issues and substance use disorders. We are driven by our mission of enabling better care for patients across the continuum. Our software solutions help healthcare professionals collaborate on shared patients across the spectrum of care. Join us in improving healthcare for all!

Summary:

The Bamboo Health Helpdesk Support team works with IT Engineering and Information Security to deploy, troubleshoot, and maintain Mac and Windows workstations. We assist both technical and non-technical users in hardware, software, or access requests issues using tickets and call queue services. We also proactively create documentation and workflows to ensure minimal to no down time for our users. The team is local to Louisville, KY and normal work hours are M-F from 9 AM – 5 PM EST. The Helpdesk Supervisor will oversee all aspects of Helpdesk daily operations. A successful candidate will be responsible for growing a diverse team of hourly employees, supporting OLA/SLA threshold metrics, and guiding strategic projects aligned to departmental Operational Key Results (OKRs),

What You’ll Do:

• Implement best practices and standard operating procedures for world class operational rigor and performance.

• Deliver exceptional end user experiences across the organization.

• Guide team in execution of strategic Helpdesk OKRs.

What Success Looks Like…

In 3 months…

• Working knowledge of Bamboo Health’s Helpdesk processes, expectations, and strategic roadmap.

• Fully integrated into the daily operations of the team.

• Provide daily oversight and guidance for Helpdesk team to ensure adherence to committed SLAs.

In 6 months…

• Intimate understanding of comprehensive Helpdesk operations.

• Provide feedback and career guidance for Helpdesk individual contributors.

• Be able to identify trends and enact process improvements.

In 12 months…

• Understand Bamboo Health business objectives and make recommendations to adjust Helpdesk operational rhythm to deliver optimal performance.

• Contribute to the creation of the Helpdesk team strategic project roadmap and be responsible for execution.

• Collect Net Promoter Score (NPS) feedback, make and implement process improvements.

What You Need:

• Undergraduate Degree in Computer Science or Information Technology, or three years equivalent professional experience in a Service Desk, NOC, or other technical support position.

• The ability to manage and troubleshoot issues with Office365, including administration experience with the Office365 Admin Center and experience with the Office suite on both Windows 10 and MacOS is required.

• Experience with Active Directory, including account and service account, distribution group and security group administration is required.

• Strong experience with troubleshooting and resolving hardware and operating system issues, specifically Windows 10 and MacOS 13.1 or higher is required in addition to applications on mobile, both for iOS and Android devices is required.

• The ability to travel periodically for work.

• A high level of judgment, analytical ability and creativity in investigating problems that require original and innovative solutions.

• Experience working in a fast-paced, high-growth, rapidly changing work environment.

• Excellent verbal, written and communication skills to effectively translate and communicate complex technical information and risk to all levels of internal and external organizations.

What You Get:

• Join one of the most innovative healthcare technology companies in the country.

• Have the autonomy to build something with an enthusiastically supportive team.

• Learn from working at the highest levels and on the most strategic priorities of the company, including from world class investors and advisors.

• Receive competitive compensation, including equity, with health, dental, vision and other benefits.

Bamboo Health is proud to be an Equal Employment Opportunity and affirmative action employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.