Service Desk Manager

Service Desk Manager

We're unique. You should be, too. We're changing lives every day. For both our patients and our team members. Are you innovative and entrepreneurial minded? Is your work ethic and ambition off the charts? Do you inspire others with your kindness and joy? We're different than most primary care providers. We're rapidly expanding and we need great people to join our team.

The Service Desk Manager is responsible for technology business leadership and vision in IT Service Delivery. The incumbent in this role provides and maintains a single source of consistent information on all IT services delivered to business. He / She ensures and verifies service performance against stated Service Level Agreements while overseeing and managing a vertical within the IT organization. The Associate IT Resource Manager is responsible and accountable for day-to-day service operations and performance. The incumbent establishes and directs the strategic long-term goals, policies and procedures for development, service, operations, COTS applications or application development environments, supporting a national business across multiple business units.

Essential Job Duties / Responsibilities :

• Manages, coordinates, plans and leads technology-related activities within a single, functional IT Service Delivery domain including : analysis, development, and administration of tactical initiatives within that functional area. Provides leadership and customer support by meeting staffing needs through the hiring, training, counseling, evaluating, supervising and managing of direct reports.
• Monitors performance of information technology systems, infrastructure, operations, products, applications and / or field technicians to determine cost and productivity levels, and to make recommendations for improvements.
• Helps define strategy and processes for defined, functional IT area. Analyzes business requirements by partnering with key stakeholders across the organization to develop solutions for IT needs.
• Oversees a centralized technical support and help desk team for a wide variety of corporate customers and technical assets.
• Ensures service operations meet and / or exceed stated Service Level Agreements and Operational Level Agreements.
• Manages relationships with IT vendors, service providers and contractors to ensure quality and cost control requirements are achieved.
• Defines and develops the overall service measurement framework that determines service efficiency.
• Grows and develops a team of IT professionals in technical proficiency and in service delivery effectiveness.
• Guides direct reports and peers in functional job area regarding policies, practices and procedures.
• Supervises 1-3 professional and para-professional level employees. Sets goals and objectives for achievement of operational results. Coaches, reviews and delegates work to team.
• Ensures consistent delivery for all direct reports, monitors well-being and needs of team members and acts as required to ensure ongoing success.
• Performs other duties as assigned and modified at manager's discretion.

Knowledge, Skills and Abilities :

Education and Experience Criteria : BA / BS degree in Information Technology, Computer Information, Business Administration or a related field OR additional experience above the minimum will be considered in lieu of the required education on a year-for-year basis required. A minimum of 5 years of professional work experience in the IT industry required. A minimum of 1 years of experience in a supervisory / management position required. IT certification preferred.