What are the responsibilities and job description for the Manager, IT Service Desk position at Brooks Rehabilitation Hospital?
Manage the team responsible for operating the Service Desk within the IT Department. Provides tactical leadership and develops a ‘Customer First” culture within the team which represents the Service Desk and IT to all customers throughout the organization.
Responsibilities:
- Manage day to day Service desk activities and priorities based on urgency and customer/patient impact.
- Monitor and provide updates regarding new or outstanding issues or incidents.
- Verify ticket due dates and SLA’s are being met.
- Responsible for following up on outstanding items or issues.
- Serve as escalation point for all Service Desk related issues.
- Assist in creation and modification of reporting and metrics.
- Delegate daily duties and tasks within the IT service desk team.
- Organize training and education for team member’s introducing new techniques and methods.
- Develop and distribute regular reporting for the Service desk.
- Provide suggestions and solutions to complex issues that are escalated from Tier I/II Staff.
- Ensure that the Service Desk is using appropriate knowledge management tools and practices in order to provide a more effective and efficient service to customers.
- Delegate specific service desk responsibilities to team members based on location to continue to create specialization and increase service delivery pace.
- Address or escalate all issues, providing solutions or engaging additional teams to assist in providing quick and effective solutions.
- Troubleshoot end user issues, follow up and be single point of contact for end users and vendor.
- Observe service desk operation techniques to determine effectiveness and implement new techniques as needed or identified.
- Supports and motivates others, encouraging them to achieve their goals, in alignment with organizational goals.
- Sets clear direction for others, e.g. staff, project team members, customers, volunteers, contractors etc.
- Demonstrates an understanding of the ambitions and concerns of others.
- Delegates work appropriately and fairly.
- Seeks opportunities to provide people with new challenges and opportunities to develop.
- Perform other duties as assigned.
Qualifications:
- Minimum 3 years experience in managing a Service Desk support team in a Clinical or Hospital environment.
- Demonstrated supervisory training and mentoring experience.
- Minimum 7 years IT Support Experience.
Location: Onsite at Brooks Rehabilitation Hospital, 3599 University Blvd South, Jacksonville, FL 32216
Hours: 40 Hours per week
Compensation: Experience, education and tenure may be considered along with internal equity when job offers are extended.
Thriving in a culture that you can be proud of, you will also receive many employee benefits such as the following:
- Competitive Pay
- Comprehensive Benefits package
- Vacation/Paid Time Off
- Retirement Plan
- Employee Discounts
- Clinical Education and Professional Development Programs
