Argon Medical Devices
End User Support Manager
Argon Medical Devices - Plano, Texas, us, 75086
Work at Argon Medical Devices
Overview
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Overview
Company Overview::
Company Overview:
Argon Medical is a global manufacturer of specialty medical products, headquartered in Plano, Texas. Argon offers a broad line of medical devices for Interventional Radiology, Vascular Surgery, Interventional Cardiology and Oncology. Argons brand is recognized for best-in-class products that improve patient outcomes via percutaneous, image-guided procedures. Our values describe what we believe in and how we operate. These values are our moral compass which guide our decisions and define the deeply held beliefs and principles of our organizational culture. Argon Medical is a family of individuals united by a mission and culture which continue to grow stronger every day. ARGON MEDICAL DEVICES IS NOT LEVERAGING SEARCH FIRMS - PLEASE NO SOLICITATIONS! Position Overview:: The Manager of End User Support leads a geographically distributed team responsible for delivering high-quality technical support and service desk operations across the enterprise. This role ensures seamless user experiences through proactive support, strategic planning, and cross-functional collaboration. The manager is accountable for service delivery performance, continuous improvement, vendor coordination, and the integration of modern collaboration and conferencing technologies. What you will do:: Oversee day-to-day operations of the IT Service Desk, ensuring timely resolution of incidents and requests. Drive SLA adherence, service metrics, and customer satisfaction benchmarks. Develop and present operational reviews and dashboards to leadership and stakeholders. Drive KPIs and continuous improvement initiatives across service delivery. Recruit, train, and mentor Service Desk Technicians across multiple tiers and geographies. Conduct regular performance evaluations and skill assessments. Maintain a skills inventory and training roadmap aligned with evolving technologies. Analyze ticket trends and resolution quality to identify coaching opportunities and process improvements. Oversee setup, maintenance, and troubleshooting of Microsoft Teams conference rooms across all sites. Lead technical support for enterprise broadcast events, including town halls and executive communications. Manage relationships with IT support vendors and service providers. Support procurement and renewal processes for support-related tools and technologies. Maintain and organize technical documentation, scripts, and process flowcharts. Act as a liaison between the Service Desk and infrastructure/application teams. Partner with security and compliance teams to uphold IT governance standards.
Skills for Success:: Bachelor's degree in Computer Science, MIS or related discipline 10+ years of proven experience in end user technical support and service desk management. 5+ managing, developing and leading a team of IT support professionals. Preferred certifications: ITIL Certification, CompTIA A+, Microsoft 365. Proven experience in technical support and service desk management. Strong problem-solving and decision-making skills. Proficiency in Windows OS clients, ITSM tools, remote support tools, Microsoft Teams administration and AV technologies. Technical Service desk or technical call center experience is required. Disciplined, systematic problem solving skills required. Excellent communication and stakeholder engagement skills.
Company Overview:
Argon Medical is a global manufacturer of specialty medical products, headquartered in Plano, Texas. Argon offers a broad line of medical devices for Interventional Radiology, Vascular Surgery, Interventional Cardiology and Oncology. Argons brand is recognized for best-in-class products that improve patient outcomes via percutaneous, image-guided procedures. Our values describe what we believe in and how we operate. These values are our moral compass which guide our decisions and define the deeply held beliefs and principles of our organizational culture. Argon Medical is a family of individuals united by a mission and culture which continue to grow stronger every day. ARGON MEDICAL DEVICES IS NOT LEVERAGING SEARCH FIRMS - PLEASE NO SOLICITATIONS! Position Overview:: The Manager of End User Support leads a geographically distributed team responsible for delivering high-quality technical support and service desk operations across the enterprise. This role ensures seamless user experiences through proactive support, strategic planning, and cross-functional collaboration. The manager is accountable for service delivery performance, continuous improvement, vendor coordination, and the integration of modern collaboration and conferencing technologies. What you will do:: Oversee day-to-day operations of the IT Service Desk, ensuring timely resolution of incidents and requests. Drive SLA adherence, service metrics, and customer satisfaction benchmarks. Develop and present operational reviews and dashboards to leadership and stakeholders. Drive KPIs and continuous improvement initiatives across service delivery. Recruit, train, and mentor Service Desk Technicians across multiple tiers and geographies. Conduct regular performance evaluations and skill assessments. Maintain a skills inventory and training roadmap aligned with evolving technologies. Analyze ticket trends and resolution quality to identify coaching opportunities and process improvements. Oversee setup, maintenance, and troubleshooting of Microsoft Teams conference rooms across all sites. Lead technical support for enterprise broadcast events, including town halls and executive communications. Manage relationships with IT support vendors and service providers. Support procurement and renewal processes for support-related tools and technologies. Maintain and organize technical documentation, scripts, and process flowcharts. Act as a liaison between the Service Desk and infrastructure/application teams. Partner with security and compliance teams to uphold IT governance standards.
Skills for Success:: Bachelor's degree in Computer Science, MIS or related discipline 10+ years of proven experience in end user technical support and service desk management. 5+ managing, developing and leading a team of IT support professionals. Preferred certifications: ITIL Certification, CompTIA A+, Microsoft 365. Proven experience in technical support and service desk management. Strong problem-solving and decision-making skills. Proficiency in Windows OS clients, ITSM tools, remote support tools, Microsoft Teams administration and AV technologies. Technical Service desk or technical call center experience is required. Disciplined, systematic problem solving skills required. Excellent communication and stakeholder engagement skills.