Manage the team responsible for operating the Service Desk within the IT Department. Provides tactical leadership and develops a ‘Customer First” culture within the team which represents the Service Desk and IT to all customers throughout the organization.
Responsibilities:
- Manage day to day Service desk activities and priorities based on urgency and customer/patient impact.
- Monitor and provide updates regarding new or outstanding issues or incidents.
- Verify ticket due dates and SLA’s are being met.
- Responsible for following up on outstanding items or issues.
- Serve as escalation point for all Service Desk related issues.
- Assist in creation and modification of reporting and metrics.
- Delegate daily duties and tasks within the IT service desk team.
- Organize training and education for team member’s introducing new techniques and methods.
- Develop and distribute regular reporting for the Service desk.
- Provide suggestions and solutions to complex issues that are escalated from Tier I/II Staff.
- Ensure that the Service Desk is using appropriate knowledge management tools and practices in order to provide a more effective and efficient service to customers.
- Delegate specific service desk responsibilities to team members based on location to continue to create specialization and increase service delivery pace.
- Address or escalate all issues, providing solutions or engaging additional teams to assist in providing quick and effective solutions.
- Troubleshoot end user issues, follow up and be single point of contact for end users and vendor.
- Observe service desk operation techniques to determine effectiveness and implement new techniques as needed or identified.
- Supports and motivates others, encouraging them to achieve their goals, in alignment with organizational goals.
- Sets clear direction for others, e.g. staff, project team members, customers, volunteers, contractors etc.
- Demonstrates an understanding of the ambitions and concerns of others.
- Delegates work appropriately and fairly.
- Seeks opportunities to provide people with new challenges and opportunities to develop.
- Perform other duties as assigned.
Qualifications:
- Minimum 3 years experience in managing a Service Desk support team in a Clinical or Hospital environment.
- Demonstrated supervisory training and mentoring experience.
- Minimum 7 years IT Support Experience.
Location: Onsite at Brooks Rehabilitation Hospital, 3599 University Blvd South, Jacksonville, FL 32216
Hours: 40 Hours per week
Compensation: Experience, education and tenure may be considered along with internal equity when job offers are extended.
Thriving in a culture that you can be proud of, you will also receive many employee benefits such as the following:
- Competitive Pay
- Comprehensive Benefits package
- Vacation/Paid Time Off
- Retirement Plan
- Employee Discounts
- Clinical Education and Professional Development Programs
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