Manager, IT Service Desk

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
...