The Walman Optical Company is a successful and diversified business serving the ophthalmic community since 1915. We are a family of optical companies with a 100-year history of excellent relationships built on enduring trust and added value. Each of our businesses is guided by the same core principles and single vision: to be the most trusted business partner in the industry. Our core values respect our employees worth and contributions, emphasize teamwork and offer opportunities for personal and professional growth.

We are currently seeking an experienced Information Services Helpdesk Manager for our Corporate Information Services. This is an excellent opportunity to join our team!

Job Summary

The IS Helpdesk Manager is responsible for the efficient operation of the Information Services (IS) Helpdesk, including management of IS Helpdesk staff, operations and support activities, master data management, employee setup, DVI configuration and version management, acquisitions and facility transitions, and project coordination. Position requires intermittent travel, less than 15% of the time.

Responsibilities:

• Manage the Helpdesk team, including plan and develop Helpdesk resources, apply policies and procedures to effectively resolves issues and complete operational tasks, and monitor direct report performance.
• Evaluate, delegate, escalate, and resolve complex support requests and production issues.
• Implement new ophthalmic processes and procedures in coordination with Ophthalmic Operations Managers.
• Ensure timely deployment of DVI releases providing software and operational requirements/feedback to DVI.
• Supervise support interaction with specialized external customers and key vendors.
• Administer third-party applications (e.g. Salesforce, Teams, Exchange, Learning Management System).
• Provide on-call, after hours support as required.
• Ensure accuracy and completeness of lens, frame, accessory, cost, price, vendor, customer, help screen, subcontract and coating master data.

Experience/Qualifications

• Four-year college degree and a minimum of four years relative work experience supporting information services in a multi-site environment or equivalent combination of education and experience commensurate with position requirement.
• Supervisory experience; including scheduling, performance management and prioritization
• Strong customer service and technical support experience
• Advanced DVI software and applications knowledge
• Working knowledge of computer technology, networks and Microsoft products
• Advanced ophthalmic product knowledge
• Expertise in ophthalmic concepts, practices and procedures
• Strong written and verbal communication
• Extensive experience planning and managing projects
• Must be able to lift and/or move over 25 pounds.
• This position requires travel less than 15% of the time. Must possess and maintain a valid driver s license and insurable driving record that complies with the Walman Optical Company Motor Vehicle policy.

Benefits

• Competitive Salary
• Medical Insurance
• Dental Insurance
• Life Insurance
• LTD
• PTO
• 401(k) with company match

If you are interested in becoming part of the Walman Team please apply online today.

The Walman Optical Company is committed to providing Equal Employment Opportunity (EEO) to all employees and applicants. EEO/Affirmative Action Employer/Protected Veteran Status. The company grants reasonable accommodations to qualified disabled individuals in accordance with applicable law.