We are looking for a skilled and experienced IT Operations Manager to join our IT department. The IT Operations Manager will coordinate and manage the day-to-day operations of our Service Desk, oversee the implementation and support of the ServiceNow tool, and ensure the delivery of consistent, high-quality IT services. This role is crucial in maintaining efficient IT operations and supporting our healthcare professionals in providing excellent patient care.

Key Responsibilities:

• Coordinate and manage daily Service Desk operations in collaboration with the Service Desk Supervisor.
• Oversee the implementation and ongoing support of the ServiceNow tool.
• Serve as the escalation contact for all Service Desk and ServiceNow related activities.
• Work with the IT Department to establish a world-class IT client services organization.
• Manage and support the ServiceNow customer portals.
• Analyze and resolve quality and customer service issues, recommending system improvements.
• Manage the Epic Service Desk staff.
• Implement an ITIL program for the department.
• Develop IT policies and procedures to ensure effective and reliable department operations.
• Develop and monitor service level agreements (SLAs) for the service desks.
• Generate reports to monitor incident and request management.
• Collaborate with the Service Desk Supervisor to devise solutions for equipment replacement or repairs.
• Monitor the customer portal for efficiency and effectiveness.
• Communicate ideas for process improvements with a positive and constructive attitude, fostering this attitude in others.
• Perform other duties as specified by the Director of IT Infrastructure and Operations.

Qualifications:

• Bachelor’s degree in computer science or a related field, or equivalent experience required.
• Minimum of five years’ experience in running a technical support desk, preferably in the healthcare field.
• ServiceNow implementation experience and an excellent understanding of the ServiceNow architecture.
• ServiceNow Administration Certification preferred.
• ITIL Certification required.
• Strong knowledge of IT Service Management (ITSM) processes.
• Solid understanding of IT Operations Management (ITOM) processes.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work effectively in a fast-paced, dynamic environment.