Service Desk Manager

The SERVICE CENTER MANAGER is a versatile, high profile position responsible for leading a team engaged in timely and accurate incident management and resolution of client related issues. The position will provide direct support to all personnel located at the corporate office and nationwide hospitals, medical practice offices and mobile staff.

DUTIES AND RESPONSIBILITIES

- Own the Service Desk - be the primary point of escalation for all unresolved incidents.
- Become the business point-of-contact for all Service Desk issues.
- Provide management and resource utilization statistics.
- Identify Key Performance Indicators (KPIs) for the Service Desk and ensure that the incident management system is being used to manage SLAs and monitor and report on the performance of the Service Desk and IT Teams.
- Ensure staff have the appropriate tools, processes, and training required to perform their role to the best of their ability.
- Manage appropriate staffing levels and scheduling based on SLAs.
- Manage the search, installation and training for a state of the art Service desk system.
- Mentor and lead staff for continual improvement and skills advancement.
- Ensure a detailed triage and prioritization of all issues and that all incidents are managed to resolution.
- Prioritize and manage conflicting and/or overlapping incidents.
- Work with development, vendors and business units to identify root cause problems.
- Configure, administer and monitor the Service Desk ITSM application.

PC Customer Service/Support

- Responsible for the management and monitoring of the request for hardware and software from the corporate staff.
- Work with Network Services to turn around requests in a timely manner.
- Respond to client inquiries concerning systems operation and diagnosis of system hardware and software.
- Refer major hardware problems to service personnel for correction.
- Responsible for keeping current records of quantity and location of corporate PC's and other computer hardware.
- Provide 1st level telephone support for all users after Local IT support hands off the problem.
- Maintain records with respect to software license compliance, license management.

Software Application Support

- Support of Microsoft software and other desktop applications software.
- Promotes the "SERVICE" image of the IT Department.
- Responsible for administration of Citrix, web and Active Directory environment, including user and password administration.

Service Desk Support/Customer Service

- Provide courteous and prompt technical support and troubleshooting of standard software over the phone.
- Work with end users to capture vital diagnosis information aiding in problem determination, appropriate prioritization and escalation, and communication to Tier 2 technical support personnel.
- Accurately enter required information regarding user problems into the Service Desk system.
- Assign problems to the appropriate staff member and referring the problem to the appropriate IT department for resolution.
- Responsible for the Party List and Escalation Process List.
- Check email and voice mail frequently (as received) to provide prompt end-user support.
- Appropriately escalate technical issues to other Information Services teams.
- Utilize remote control tools in a respectful and confidential manner in compliance with policies and procedures to expedite problem solving.
- Establish and adhere to internal and external customer service level agreements.
- Develop and implement Service Desk industry best practices for customer interaction, response times, escalation procedures, resolution, customer feedback/survey of Service Desk performance.
- Triage break-fix of software and hardware based Workstation and laptop problems.
- Responsible for coordination of support to Microsoft technical resources, Dell/HP Computer technical resources and other Healthcare contracted vendor.
- Manage hardware and software request from corporate staff and monitor the ordering and installation process until resolution.
- Troubleshoot HL7 Interfaces and refer to Tier 2 when appropriate.
- Provides front line network monitoring, troubleshooting and support for LAN, Internet and VPN issues.

QUALIFICATIONS

- Bachelor's degree (B.S.) from four-year College or University with an emphasis in Computer Science, Information Systems preferred or equivalent experience required
- Minimum five (5) years of experience in IT support or customer service; healthcare industry preferred
- Minimum three (3) years of experience in Service Desk management function, preferably experience building and operating a Service Desk department undergoing rapid growth
- In-depth knowledge of PC computer hardware and peripherals
- In-depth knowledge of IBM AS400 Systems
- Thorough knowledge of PC software packages including, but not limited to Microsoft Office, Microsoft Windows, Microsoft applications, and other current software packages utilized in the work environment
- Technical knowledge of information systems (IS) including in-depth understanding of IS terminology, networking and security fundamentals
- Must be a team player and willing to work with others through collaboration and reasoning
- Working knowledge of ITIL processes
- Citrix Administration experience

LICENSE/CERTIFICATIONS/PRODUCT EXPERTISE

- Microsoft Desktop applications
- Service Desk/Helpdesk system
- AS400 experience
- Citrix
- HL7 interface experience
- CISCO Router a plus
- Network Monitoring
- NextGen Practice Management and HER
- Active Directory