IT Support Manager

Job Description

Company Description:

Quartet is a leading tech-enabled behavioral health company that works with health plans, systems, and provider groups to deliver speed to quality behavioral health care for all. Through sophisticated data and analytics, along with personalized services, Quartet exists to advance quality care as defined by four measures: speed to care, seamless patient experiences, improved health outcomes, and affordability for patients. The company is backed by venture funding from top investors including Oak HC/FT, GV (formerly Google Ventures), F-Prime Capital Partners, Polaris Partners, Deerfield Management, Echo Health Ventures, Centene Corporation, and Independence Health Group.

innovaTel is a leading telepsychiatry provider dedicated to improving access to exceptional psychiatric care. innovaTel partners with clinical organizations to provide a range of services to both adults and children including psychiatric evaluations, therapy, medication management, patient education and consultations.

In 2021, Quartet acquired innovaTel and are now coming together to deliver on our shared mission, delivering speed to quality mental health care for all. We are deeply committed to growing a diverse team and an equitable and inclusive culture where all Quartetians are empowered to be themselves and do their best work. We know this is vital in realizing our mission to improve the lives of people with mental health conditions. As part of our commitment to building a diverse team, we have signed the Parity Pledge and actively encourage applicants of all backgrounds to apply.

About the Team & Opportunity:

Manage the internal It Support team and evaluate skills and performances, ensure end user service is timely and accurate on a daily basis, support technician, set specific end user service standards, contribute to improving IT support by actively monitoring and responding to end users queries, establish best practices through the entire technical support process, identify areas of improvement, evaluate daily, weekly and monthly team’s productivity, provide feedback to the appropriate internal teams like security, to improve cross problems solutions. Providing outstanding first level technical support as well as assisting in planning out and building our IT infrastructure.

Key Responsibilities:

• Lead the internal IT support team in our day-to-day IT operations, equipment provisioning, user access management, endpoint maintenance, & contributing to the overall improvement of our IT stack
• Provide end-user support to executive staff, and advice regarding standard office applications and best practices as it evolves with company needs
• Ensure Licensing Management
• Support onboarding / off-boarding employees on corporate systems
• Create and update manuals and documentation

Specialized Knowledge & Required Skills:

• Proven work experience as End user services manager
• Advanced knowledge of G-Suite, OneLogin, 1Password, and O365
• Task-oriented and organized with experience managing a JIRA ticket queue
• Able to troubleshoot a large variety of technical issues
• Experience in remote support
• Desktop Support: Mac 10.13+, OpenVPN, Kandji or JAMF a plus
• Ability to work under pressure

Preferred Skills:

• Hands on experience with help desk
• Solid technical background with an ability to give instructions to a non-technical audience
• Customer-service oriented
• Excellent written and verbal communications skills

Employee Benefits for Quartet include: Unlimited vacation, volunteer opportunities, team events, mental healthcare coverage of 15 free therapy sessions + unlimited copay reimbursements, medical, dental + vision coverage, generous parental and military leave, commuter benefits, 401K, and stock option grants.

Want to know what Quartet life is like? Click here to meet our team.

Quartet actively encourages applicants of all backgrounds to apply and is proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender, gender identity or expression, pregnancy or caregiver status, veteran status, or any other legally protected status. To perform this job successfully, an individual must be able to perform essential job duties - reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions. If you require assistance in completing this application, interviewing, or otherwise participating in the employee selection process, please direct your inquiries to [email protected]

Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Quartet does not accept unsolicited headhunter and agency resumes. Quartet will not pay fees to any third-party agency or company that does not have a signed agreement with Quartet.

Have someone to refer? Email [email protected] to submit their details to us.