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For your reference, we have included the original job posting below.
Technical Support Manager
Job Number:
22962019
Company Name:
Therapeutic Research Center
Job Location:
Stockton, CA US
Job Categories:
Information Technology Healthcare & Medical
Salary:
Excellent - Negotiable
Minimum Education:
4-Year College Degree
Technical Support Manager
Categories: System Support & Documentation
Here is a dream position for a person who has proven success as a Technical Support Manager or Help Desk Manager and wants a big responsibility with a solid international medical/pharmaceutical publisher. Therapeutic Research Center is a very stable company with a 25-year track record of success and growth. The staff produces exceptionally high-quality products that are in high demand by physicians, pharmacists, hospitals, medical schools, pharmacies and consumers. The Center is fully accredited by the American Council on Continuing Medical Education, American College of Emergency Physicians, American Academy of Family Physicians, Accreditation Council on Pharmaceutical Education and others to provide continuing medical education credits. Therapeutic Research is located in the upscale Brookside Business Park in Stockton CA, one half hour South of Sacramento.
The new Manager will work full-time in our Stockton, CA office (we are not looking for telecommuters right now). The culture is very comfortable, yet professional with a strong emphasis on results. We get things done, and value working with persons who share our zest for high-quality, highly productive, results oriented work. We are energetic, entrepreneurial, creative, and detail-oriented. We take pride in our work and get reward out of providing top-notch service to our clients and meeting our goals.
It is also a fun place to work. Youll get a friendly group of co-workers. There are free goodies offered often enough to threaten any diet, and your birthday will not pass by without some surprise.
Bottom line, its a great team with great products that make a positive difference in the world!
The Technical Support Manager will have direct oversight of the companys help desk department. The Manager will provide leadership and management to the help desk technicians, including day-to-day personnel and issue management, annual reviews, staffing efforts, and other aspects of leadership. The Manager will work hands-on at all service levels to provide technical support to both internal and remotely based employees. The Manager will also provide technical support for our LIVE online presentations.
Customer service and previous supervisory experience are paramount for this position.
Requirements:
Roles and Responsibilities: - Desktop user support; be present and available to provide technical assistance to approximately 60 employees, some remotely based. - Manage help desk staff with a focus on team building, career development, training, performance management, and mentoring while working within corporate policies and procedures. - Provide an environment within the team that fosters team work and career satisfaction. - Manage issues, projects, and priorities for the help desk team. - Define and implement new or improved work processes to increase uptime and efficiency. - Assist in live online presentations. Set up equipment, webinar software, and assist customers with problems connecting. MUST BE ONSITE TO SUPPORT PRESENTATIONS DURING SOME EVENING AND WEEKEND HOURS. - Perform routine maintenance on printers and other equipment. - Provide email and telephone support for subscribers that use our websites and PDA software. - Participate in strategic planning, and have direct responsibility for departmental budgeting.
Education and Experience Required: - BS in Computer Information Systems or related field REQUIRED. - 5 years experience supervising Information Technology personnel. - Strong coaching and mentoring skills. - Strong leadership and people management skills. - Ability to exercise strong judgment in analyzing, appraising, evaluating and solving problems of a difficult procedural, organizational, or technical nature. - Knowledge of common operating systems and software applications. - Knowledge of hardware installations, modifications and repair. - Knowledge of networking protocols and setup. - Friendly presence and helpful attitude; good interpersonal skills a must. - Ability to provide technical support over the phone; good phone skills, professional demeanor. - Good problem solving skills; ability to visualize a problem and think abstractly to solve it.
If you are ready and able to learn a lot, contribute to a successful team, and meet goals, this could be a great position for you.
We look forward to providing outstanding candidates with a salary that is commensurate with experience and performance, paid holidays, vacation, medical coverage, 401K, and a wonderful team of colleagues.
To explore whether youve got what it takes to join this outstanding company, IT IS IMPORTANT THAT YOU FOLLOW THESE INSTRUCTIONS PRECISELY TO BE CONSIDERED. Please submit your resume and a letter. In your letter discuss your prior experiences and why you moved on from each. Describe a new position that would be ideal for you, including what type of work you enjoy, your ideal environment, reporting structure, and other matters that are important to you. Please send your resume and letter to:
New Position Therapeutic Research Center PO Box 8190 Stockton CA 95208 Email: NewPosition@
