Manager, IT Customer Service page is loaded **Manager, IT Customer Service**

**Manager, IT Customer Service**

locationsCovington, LA time typeFull time posted onPosted Yesterday job requisition idR3265 At St. Tammany Health System, delivering world-class healthcare close to home is our goal. That means we are committed to attracting and retaining the very best professionals for every position in our health system.

We believe the pristine beauty of St. Tammany Parish adds to our attractive compensation package. The health system is nestled in the heart of Covington on the north shore of Lake Pontchartrain. It is a peaceful, scenic, community-oriented area with an abundance of amenities to suit every taste.

**JOB DESCRIPTION AND POSITION REQUIREMENTS**

Scheduled Weekly Hours: 40**JOB SUMMARY:**

Under the direction of the Director of IT Customer Service, the Customer Service Manager schedules, trains and provides guidance to Service Desk staff. The Manager oversees the day-to-day activities of the Service Desk including prioritization, ticket assignment/completion and high priority/urgent requests. The Service Desk Manager is a working position which also: troubleshoots, diagnoses ,and resolves problems with desktop computer hardware, related operating systems, application software, PC-level network functionality, and computer and peripherals for all departments and customers; assists colleagues and customers with questions and problems related to a variety of desktop computer application software and provides instruction on software and hardware capabilities; and performs routine maintenance and repairs on desktop computers and computer and peripherals, including replacement parts.

**MINIMUM QUALIFICATIONS:**

Computer Science or related Bachelor's or Associates degree and/or sufficient progressive work-related experience required. Extensive knowledge of Microsoft Windows Desktop Operating Systems and Microsoft Office Product Suites is required. Previous customer service experience required. Supervisor experience required.

Must have a valid and current state issued drivers license. Must maintain and provide proof of automobile insurance (at his/her own expense) in amounts which meet at least the minimum liability coverage limits required by the state of their residence. Clearance of driving record check; Driving records shall not contain any of the following: a suspended or revoked drivers license, 3 or more moving violations in the past 36 months, 2 or more accidents in the past 36 months, 1 or more instances of driving under the influence (DUI) or driving while intoxicated (DWI) within the past 24 months, at fault in a fatal accident within the past 5 years, leaving the scene of an accident within the past 36 months, and/or reckless driving within the past 12 months.

***Additional Requirements:***

* Excellent interpersonal skills for establishing and maintaining effective working relationships with colleagues and vendors.

* Ability to prioritize service tickets and direct the Service Desk Team in fulfilling high priority incidents and requests.

* Comprehensive knowledge of application packages supported by the Information Systems, such as the Microsoft Office Suite and Microsoft Outlook.

* Comprehensive knowledge of PC hardware platforms, components, peripherals, repair techniques and the use of diagnostic tools for troubleshooting problems.

* Ability to comprehend and resolve the problems experienced by staff using software application programs.

* Comprehensive and up-to-date knowledge Windows PC operating systems.

* Knowledge of PC networks and data communication concepts, preferably in a windows environment with Active Directory.

* Basic knowledge of additional peripheral technologies including, but not limited to, audio, multi-function (printer, scanner, copier, fax) devices and smart phones (such as Android and iPhone).

* Ability to read and comprehend technical manuals and apply their contents to solving hardware and software problems.

* Ability to accurately convey technical information to non-technical audiences both orally and in writing.

* Good planning, organizing, problem solving and time-management skills.

* Willingness and ability to respond to call-outs in the evening, nights, and on weekends.

* Willingness and ability to participate in a rotating schedule for supporting after hours

* Willingness and ability to be available for occasional emergency work or projects that might require coming in early, staying late or working on weekends.

* Ability and willingness to maintain the absolute confidentiality of all sensitive files and materials accessed, discussed or observed while in the performance of duties.

* Willingness to accept and learn about new applications and accept new procedures as determined by Hospital Administration or the Information Technology Department Management.

***Preferred Qualifications:*** Experience in a health care setting preferred. Microsoft Certification for the current base operating systems and/or Microsoft Office Suites preferred. Experience with DNS, DHCP, LAN, WLAN, enterprise printing and Mobile Device Management is preferred. Familiarity with Apple, Android, and Microsoft Windows Mobile Operating Systems is preferred. Knowledge of current trends and techniques of office automation is preferred.

**PHYSICAL DEMANDS:**

Must possess good physical health. Some requirements include but are not limited to standing, sitting or walking for long periods of time. Lifting up to 50 pounds is required.

Physical Effort required:

Constant (67%-100%) handling/feeling, talking, hearing, seeing

Frequently (34%-66%) - reaching, lifting, carrying, pushing/pulling,

Occasionally (1%-33%) climbing (stairs, ladders, poles, etc.), balancing, stooping, crouching, crawling

**EMPLOYMENT**

Each St. Tammany Health System staff member is expected to conduct himself or herself according to our mission, vision and values. Please take time to review those expectations, which can be found , before applying for employment. If you feel you are unable to demonstrate those characteristics, we respectfully request that you do not proceed with the application process.

**EQUAL OPPORTUNITY EMPLOYER**

St. Tammany Health System is an Equal Opportunity Employer. St. Tammany Health System is committed to equal employment opportunity for all employees and applicants without regard to race, color, religion, sex, age, national origin or ancestry, citizenship, sexual orientation, gender identity, veteran status, disability status, genetic information or any other protected characteristic under applicable law.