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Information Technology Help Desk Supervisor

SecureNetMD, LLC

This is a Full-time position in Lewes, DE posted August 23, 2021.

REPORTS TO: Director of Systems Engineering

We are seeking a self-directed and highly detail-oriented individual to join our team as a Help Desk Technician Supervisor.


• Responsible for assuring users are provided efficient and timely first and second level support

• Performs staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required

• Manages the Help Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities

• Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department

• Coordinates training requirements of Help Desk personnel

• Contributes to departmental productivity and development objectives by participating in training programs

• Provides leadership by projecting a positive attitude, and providing learning incentives

• Solves problems and makes decisions on a daily basis relative to Help Desk responsibilities. Ensures that effective Help Desk representation takes place for the coordination of work processes and projects with other departments and divisions

• Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department. Resolves problem situations in a professional manner. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service

• Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service

• Management skills are required to successfully perform the planning, directing, reporting and administrative responsibilities of this position

• Performs other related duties as assigned.


The employee is required to stand; walk and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.


• 401K with employer match

• Profit sharing plan

• Competitive wages

• Health Care Coverage

• Paid time off

• Employer sponsored events


• 18 years of age or older.

• Able to provide proof of US Person Status

• Willing to submit to a drug screen

• Willing to submit to a background check


Lewes, DE, United States

No relocation assistance provided



Job Requirements:


• Proven work experience as a help desk manager

• Hand on experience with help desk and remote-control software

• Solid technical background with an ability to give instructions to a non-technical audience

• Customer-service oriented with a problem-solving attitude

• Excellent written and verbal communications skills

• Team management skills


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