Job Description

Join one of the nation’s most comprehensive academic medical centers, UChicago Medicine, as a Service Desk Manger for our Information Technology Department.

Job Summary

In this role, the Service Desk Manager ensures that all phases of Service Desk support are properly coordinated, monitored, logged, tracked, and resolved appropriately. In addition:

• Oversees daily operations to assure the Service Desk’s performance matches the needs and expectations of our customers; defining and developing appropriate service level agreements (SLA’s) and adjusting departmental resources to achieve them.
• Applies industry best practices and technical knowledge to increase the service desk function’s effectiveness; proactively manages the departmental function by monitoring performance and anticipating downstream changes to assure operational stability and consistency in service levels; aligning performance of the Service Desk staff to customer’s changing goals.

Essential Job Functions

• Manages Service Desk staff and the activities associated with the identification, prioritization, and resolution of reported problems.
• Ensures that all phases of Service Desk support are coordinated, logged, tracked and resolved appropriately and is responsible for development, maintenance, and integrity of Service Desk software.
• Assigns personnel and directs their activities, reviews and evaluates work and is responsible for end-to-end performance management.
• Ensures that appropriate training and development opportunities are provided to Service Desk staff.
• Works with the CBIS Director of Customer Support so that issues brought forth by the staff members are efficiently and promptly resolved.
• Serves as primary customer relationship manager for departments and employees served by the Service Desk.
• Develops a common approach to customer relationship management and ensures that Service Desk staff are an integral part of the process.
• Meets with customers on an ongoing basis to get feedback and suggestions for the Service Desk and to inform them of any new developments or changes in the Service Desk service.
• Works proactively with other organizations in IS to improve the IS user experience.
• Provides leadership/support to IS projects in avoiding potential service issues at deployment.
• Proactively seeks opportunities to improve customer satisfaction, while reducing costs.
• Establishes metrics to measure customer satisfaction and problem resolution rates.
• Escalates problems not resolved within the relevant service level goal.
• Performs other duties as requested by senior management.

Qualifications

• Bachelor’s degree or equivalent relevant certification in healthcare, business management or information systems management preferred
• 5 year’s leadership experience in a Service Desk environment
• Excellent customer service skills and relationship management skills
• General understanding of information systems concepts and terminology
• Ability to cope in a fast-paced environment
• Appropriate interpersonal and conflict resolution skills
• Must be able to organize work to meet deadlines
• Ability to communicate clearly and concisely through written and verbal communication
• Capable of working well in a team environment and successfully interacting with others at various levels of the organization
• Ability to identify approaches to solving problems or questions and to know when to seek outside advice
• Ability to maintain a professional attitude and demeanor in both normal and pressure situations
• Self-motivated, flexible, and able to work in a team environment, while projecting an appropriate business image

Position Details:

• Job Type/FTE: Full Time (1.0 FTE)
• Shift: Day
• Unit/Department: IT Technology Services
• CBA Code: Non-Union

Must comply with UCMC’s COVID-19 Vaccination requirement as a condition of employment. If you have already received the vaccination, you must provide proof as part of the pre-employment process. This is in addition to your compliance with the Flu Vaccination requirement as well. Medical and religious exemptions will be considered consistent with applicable law. Lastly, a pre-employment physical, drug screening, and background check are also required for all employees prior to hire.

Why Join Us

We’ve been at the forefront of medicine since 1899. We provide superior healthcare with compassion, always mindful that each patient is a person, an individual. To accomplish this, we need employees with passion, talent and commitment with patients and with each other. We’re in this together: working to advance medical innovation, serve the health needs of the community, and move our collective knowledge forward. If you’d like to add enriching human life to your profile, The University of Chicago Medicine is for you. Here at the forefront, we’re doing work that really matters. Join us. Bring your passion.

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Bring your career to the next level at a hospital that is thriving; from patient satisfaction to employee engagement, we are at the Forefront of Medicine. Take advantage of all we have to offer and #BringYourPassiontotheForefront.

University of Chicago Medicine is growing; discover how you can be a part of this pursuit of excellence at: www.uchospitals.edu/jobs

The University of Chicago Medical Center is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, ethnicity, ancestry, sex, sexual orientation, gender identity, marital status, civil union status, parental status, religion, national origin, age, disability, veteran status and other legally protected characteristics.