• You actively and courteously support our Dutch customers—by phone and through online support systems—on all technical questions regarding our DATAflor software. • You handle all program-related inquiries and develop solution approaches. • When searching for the optimal solution for our customers, you communicate independently with other departments within the company. • You are willing, when required, to conduct online seminars or project training and to create training concepts and training videos.

Role Description We are seeking a dynamic and experienced Help Desk Manager to lead our Business Operations Services Center (BOSC) Help Desk operations. This role will be pivotal in managing the daily operations and stakeholder relationships, leading staff development opportunities, and driving continuous innovation to deliver an exceptional customer experience. The ideal candidate is a thought leader with a proven track record in operational excellence, committed to meeting and exceeding Key Performance Indicators (KPIs) and driving the program forward through strategic insight and proactive management. Key Responsibilities - Lead and manage the Help Desk team, including recruitment, onboarding, training, professional development, and performance evaluation. - Design, implement, and continuously improve help desk procedures, standards, and best practices to ensure high-quality support services. - Ensure timely resolution or appropriate escalation of all support inquiries related to supported applications and systems. - Monitor and manage ticket queues, prioritize escalations, and ensure adherence to established service level agreements (SLAs). - Analyze historical data and forecast trends to provide data-driven insights and recommendations for continuous improvement. - Oversee the creation, maintenance, and enhancement of knowledge base content to support efficient issue resolution. - Communicate effectively with internal and external stakeholders, ensuring inquiries and concerns are addressed promptly and thoroughly. - Collaborate with internal program teams to support the implementation of new technologies, tools, and procedures. - Ensure compliance with organizational policies, procedures, and operational standards. Key Attributes - A thought leader who can inspire teams and lead by example. - Adaptable and resourceful, with a proactive approach to problem-solving. - Strong analytical and decision-making skills, with an ability to handle multiple priorities effectively. - Excellent communication and collaboration skills. Qualifications - Ability to obtain a U.S. Federal Position of Trust clearance designation. - Must reside in and be able to perform work in the United States. - Must have lived in the United States for 3 of the last 5 years. - Bachelor’s Degree in a related field is required. - Minimum of five (5) years’ experience working in Medicare programs preferred. Additional Qualifications - Dynamic leader that has successfully managed a Help Desk team of 100+. - Experience leading a progressive help desk to bring a fresh set of ideas for improvement while leading a large team with potential to scale the program. - Strong stakeholder management skills, with the ability to communicate effectively at all levels of the organization. - Strategic thinker with a growth mindset and an innovative approach to solving complex operational challenges. - Experience with continuous improvement methodologies and commitment to driving process optimization. - Proficiency with tools such as SNOW/CXOne/JIRA/Confluence. Public Trust Clearance This role will require the hired candidate to go through public trust clearance. A minimum of 3 years of stay in the U.S. within the last 5 years is required to be eligible to qualify for public trust clearance sponsorship. Benefits - Comprehensive compensation structure including competitive base salaries. - Performance-based incentives. - Spot bonuses. - Referral bonuses. - Top-tier benefits package to invest in your physical, mental, and financial health and wellness.

• The IT Specialist is responsible for providing direct service support to users for a wide variety of computing devices/peripherals as well as all IT related functions. • Works autonomously fulfilling end user requests and resolving issues according to service and procedural standards. • Typical responsibilities involve moves, adds, and changes for computer devices, access requests/set up, application support and responding to break/fix service requests. • Required to participate in IT related projects as directed. • Maintains computer networks between locations and/or care centers. • Contributes to determining hardware and software specifications. • Responsible for application testing and documentation of workflow. • Provides user support and customer service to physicians and staff to resolve software and hardware issues. • Responds to questions from callers and walk-ins; remotely assists physicians and staff with technology problems in offices. • Communicates security information to all levels of the organization. • Under supervision, administers information security software and controls. • Follows standard Help Desk operation procedures; accurately logs all Help Desk contacts using tracking software for job tickets.

DescriptionIT Help Desk – Sydney Office monday.com is looking for an IT Help Desk as a part of the global IT team, supporting the Sydney office employees locally and a total of 3200+ internal users globally, providing technical assistance and support to monday.com employees regarding computers, hardware, software, and events on a global scale. Take care of everything from configuration, to control and maintenance, troubleshooting, and monitoring, and maintaining an active inventory of all IT assets using the newest technology for device management services. About The Role - Provide 1st level support to all monday.com employees globally, ensuring high-quality service and quick resolution times. - Respond to IT support tickets and troubleshoot Apple and Microsoft hardware/software problems, both on-site and remotely. - AI Enablement: Support and educate employees on the use of internal AI productivity tools and LLMs to improve their daily workflows. - Configure, install, and maintain all office technical equipment (laptops, printers, monitors, and peripherals). - Manage A/V conferencing systems for internal/external meetings and company-wide events. - Provide basic network assistance (LAN, Wireless, and VPN). - Maintain an active inventory of all IT assets using modern device management services. Requirements - 2+ years of proven experience in IT Help Desk roles supporting 200+ users. - AI Literacy: Familiarity with AI productivity tools (e.g., Claude, Gemini, or Copilots) and an interest in how AI can automate routine IT tasks and employee workflows. - Strong ability to install, administer, and troubleshoot computer hardware and software (Mac OS X is a big advantage). - Experience with G-suite / Microsoft Office 365 and Okta. - JAMF knowledge is a significant plus. - Experience with video conference systems (Zoom, Rooms, etc.). - Excellent analytical skills and a customer-service-oriented mindset. - Problem-solving Pro: Ability to thrive under pressure and multi-task in a fast-paced environment. - Excellent written and verbal communication skills in English. Social TitleIT Help Desk