About the job
This role profile is a blend of both the job description and person specification and clearly demonstrates the relationship between specific tasks and personal attributes. It is not exhaustive but is intended to give an overview of the role which will naturally change from time to time in line with business requirements.
Company Description
Favorite Healthcare Staffing is the nation's premier provider of healthcare professionals, offering a full range of per diem, allied health, contract, travel assignments, as well as permanent placement opportunities. Favorite continues to set the industry standard for quality, service, and integrity in healthcare staffing and services.
What makes Favorite Healthcare Staffing unique? The answer is simple - our people. From the commitment to our communities to our "work hard play hard" mentality, it's our people who define who we are.
Compensation:
$90,000.00
Position Details:
The Service Desk Operations Manager (US) is a senior member of the Service Delivery team and manages all aspects of the Group's US IT Service Desk.
The role will liaise closely with various teams within Group Delivery Services (GDS) including the Desktop & Mobility, Infrastructure, Application Management, and Information Security and will play a key part in the delivery of support services to the Acacium Group/Favorite Healthcare Staffing.
Job Responsibilities:
Service Desk Operations

• Manage day to day operational activities within the Service Desk
• Working with global colleagues and service providers to ensure follow-the-sun support provision for international sites
• Ensure reviews are conducted to spot trends and act to proactively eliminate potential incidents
• Working with other GDS managers identify automation and user self-service opportunities to reduce ticket volumes
• Work with the GDS Manager to ensure all user escalations are dealt with appropriately and learning points are fed back into the Service Improvement Pan for the Service Desk
• Deliver services within agreed SLAs

Process Management

• Own and manage the Request and Incident management processes
• Working with other GDS managers to agree, develop and maintain processes and/or workflows that interface with other teams (i.e. Desktop & Mobility, Application Management, Infrastructure etc) or suppliers
• Ensure any outsourced service providers adhere to processes to provide a consistent support experience for all colleagues
• Ensure processes utilised by the Service Desk are appropriately documented and maintained

Service Transition/Integration & Project Delivery

• Planning the take-on of new products/services - this includes integration of support for new mergers/acquisitions as well as project transition into business as usual (BAU)
• Collaborate with cross functional teams to ensure business processes are followed and expectations are met

Capacity planning

• Ensure sufficient capacity exists for the Service Desk function to meet service targets and forward planning capacity to meet business objective and strategic plans
• Succession planning to ensure continuance of service and career development of individual team members
• Contribute/provide input to solutions and pricing for commercial bid opportunities
• Provide technical/service knowledge and best practice to support acquisitions and preparations for integration

Major incident Management

• Create and maintain the Major incident management process in collaboration with GDS and Tech and Transformation (T&T) colleagues
• Coordinating and managing service desk activities related to major/P1 incidents
• Managing communications to internal and external customer groups
• Ensure timely updates to bridge calls of impacts reported to the Service Desk

Team management

• Set appropriate targets and objectives related to both business objectives and personal development to manage individual performance
• Create training and development plans to address gaps and future skills requirements as well as inductions of new staff members
• Manage and oversee recruitment activity for new hires
• Mentor and coach individuals

Service Improvement & Reporting

• Create and maintain a Service Improvement Plan detailing activity and plans for enhancements to tooling, services or processes
• Produce management reports on the efficacy of the Service Desk and highlighting areas of concern as well as improvement actions identified.
• Use a data driven approach to proactively improve Service Desk support provision
• Proactively review ticket data for trends and areas for improvement
• Managing supplier relationship of service provider(s) used to provide international support

Finance/Budget

• Managing spend within the Service Desk in accordance with approved budgets
• Ensuring all spend is accurately logged, approved and tracked
• Reviewing invoices against approved POs to ensure these are processed on time
• Identify and deliver cost savings where possible

Experience and/or Qualifications:
This position will require;

• 2 years of managing a team and optimizing a Service Desk
• Previous experience of process implementation, management and improvement
• Demonstrated experience of implementing and/or improving ITIL processes
• Ability to be a change champion
• Stakeholder management experience
• Demonstrable experience of working with 3rd parties, consultancies and suppliers
• ServiceNow experience

Preferred qualifications:

• ITIL v3/v4 Practitioner or Intermediate qualified (preferably, Expert level);

• CompTIA A , MCP or MCSE certified
• BA Degree preferred, not required

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Applicants must be able to show proof that they are legally eligible to work in the United States. Favorite Healthcare Staffing, LLC is an equal opportunity employer and does not make hiring decisions based on race, color, religion, gender or other protected classes.