Excitement abounds at Heritage Behavioral Health Center!

We are a mission-driven Certified Community Behavioral Health Clinic located in Decatur, Illinois who is dedicated to improving mental health and substance use care to individuals in a multi-county area. We recognize that all individuals at our organization have an impact on patient care – regardless of the position they hold.

Why join us?

• We offer a collaborative work environment, opportunities for professional growth, and a comprehensive benefits package.
• We are expanding our primary care, mental health and substance use services to individuals in Central Illinois and beyond and are looking for dedicated staff to meet the needs of our clientele.
• A new salary structure is now in place! Our salaries have been updated and are competitive at both the state and national levels with wonderful benefits.
• Full-time employees receive 56 paid days off during their 1^st year of employment (this includes every other Friday off PAID for your wellness needs). This increases to 61 days the 2^nd year and continues to increase with tenure.
• We have expanded our employee insurance benefit offerings and made them more affordable.

At Heritage, we believe in taking care of our staff’s needs so that they can concentrate on taking care of the needs of the individuals we serve. Our staff are our greatest asset, and we treat them as such!

We are pleased to present the following position for your consideration:

Overview: IT Help Desk Manager

The Help Desk Manager is responsible for leading our technical support team to provide excellent customer service and resolve customers’ technical issues. This position is tasked with ensuring high quality technical support and an increase in client satisfaction.

Core Responsibilities Include:

• Overseeing the day-to-day activities of the help desk staff
• Setting high customer service standards
• Establishing best practices through the entire technical support process
• Managing the help desk team and evaluating their performance
• Hiring, training, and supporting help desk technicians
• Contributing to improving customer support by activity responding to queries and handling complaints
• Following up with customers to identify areas of improvement
• Develop daily, weekly and monthly reports on the help desk team’s productivity and providing customer feedback
• Working with other departments to identify and procure software
• Staying up to date on emerging products, services, protocols, and standards
• Working with vendors on technologies and to resolve adaptation issues

Knowledge, Skills and Abilities:

• Strong leadership and customer service skills
• Excellent interpersonal skills
• Ability to handle conflict and adapt to new things
• Ability to work within a team-based environment
• Excellent written and verbal communication skills
• Solid technical background with an ability to give instructions to a non-technical audience

Education and Experience:

• Bachelor’s degree in Computer Science, Information Technology, or related computer field.
• Hands on experience with help desk and remote software
• A valid drivers license, reliable means of transportation, and proof of automobile insurance are required.

Salary Range: $95,000 - $125,000 per year (dependent on education and experience)

Heritage also offers the following with this position:

1. Generous vacation, sick and personal leave
2. WELLNESS days - 26 days per year (every other Friday off paid)
3. Paid holidays - 9 in 2024
4. Health Club/Fitness Reimbursement
5. Employee Assistance Program
6. Continuing education opportunities
7. Tuition assistance program
8. Agency provided life insurance and short-term disability policies
9. Retirement plans (401k and Roth)
10. Optional insurance benefits, including health, dental, vision, flex spending accounts (healthcare, dependent care), and additional life insurance. (The health insurance benefit includes substantial agency contribution towards the cost.)
11. We are a National Health Service Corp site which gives staff access to the National Health Service Corp federal student loan forgiveness program (LCPC, LCSW, MD, APN, RN, CADC, LSW, and LPC individuals). For more information, visit www.hrsa.gov.