Help Desk Manager
Company: Conexess Group, LLC
Location: Nashville
Posted on: February 8, 2026
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Job Description:
Our history: From our start in 2009, Conexess has established
itself in 3 markets, employing nearly 200 individuals nationwide.
Operating in over 15 states, our client base ranges from Fortune
500/1000 companies to mid-small range companies. For the majority
of the mid-small range companies, we are exclusively used due to
our outstanding staffing track record Who We Are: Conexess is a
full-service staffing firm offering contract, contract-to-hire, and
direct placements. We have a wide range of recruiting capabilities,
from help desk technicians to CIOs. We are also capable of offering
project-based work. The Technical Support Manager reports directly
to the Vice President of IT. This role is responsible for providing
the vision and direction to the Technical Support department in a
way that supports the corporate goals, mission and vision. The
roles responsibilities include the following: · Lead, mentor and
develop the Technical Support team, fostering a culture of
accountability, quality and continuous learning. · Provide high
quality support by addressing inbound client questions and concerns
associated with our software to include clearly defining client
needs and document client information and nature of problem or
issue. · Demonstrate a high level of understanding of the technical
aspects of our products, and documentation. · Prioritize and
escalate support issues as necessary and confer with other teams
and departments on escalated client issues. · Ensure staff
responsiveness and ensure client issues are managed in accordance
to defined service level agreements (SLAs). · Manage and provide
after-hours support to clients in accordance with their SLA. ·
Develop and provide reporting and evaluation of technical support
metrics including time to resolution, call volumes, and client
satisfaction reports on a consistent basis. · Develop and maintain
SOPs, work instructions, and training documentation for technical
support processes and hold the team accountable for consistent
adherence to these standards. · Manage knowledge base content to
promote client self-service and consistent internal documentation.
We are looking for a results-driven leader who can deliver
exceptional support and build a culture of excellence. The ideal
candidate will have: · 5 years of experience in technical support
for complex software systems, preferably in healthcare · 2 years in
a leadership or management role with direct people management
responsibilities. · Strong working knowledge of software
troubleshooting, networking fundamentals, SQL databases, and
Windows server environments. · Proven ability to promote and
deliver high standards of customer service. · Ability to articulate
technical information to non-technical audiences both oral and
written. · Analytical problem-solving skills with a demonstrated
ability to manage multiple priorities concurrently and function in
a fast-paced environment. · Ability to understand new technologies
quickly. · A working knowledge of software documentation from both
a user and developer perspective.
Keywords: Conexess Group, LLC, Nashville , Help Desk Manager, IT / Software / Systems , Nashville, Tennessee
