IT Service Desk Manager

JOB SUMMARY

Responsible for providing direct leadership to the IT Service Desk support functions at Mountain Park Health Center as well as business relationship management for IT customers.

ESSENTIAL FUNCTIONS

• Manages team responsible for providing IT Service and desk-side support at Mountain Park facilities located in the greater Phoenix metro area
• Leads and guides the IT Service team and assists human resources with hiring and managing the IT Service team
• Occasionally travels to local Mountain Park Health Center facilities to meet with customers
• Develops, manages, and contributes to maturing our ITIL processes, including the IT Service Catalog
• Implements and maintains interdepartmental policies and procedures
• Manages relationships with IT customers and ensures that customer service expectations are being met
• Ensures the PC and Printer lifecycle process is being implemented and reconciled across the organization; includes working with vendors and purchasing IT equipment
• Participates in Change Advisory Board meetings
• Provides vendor management and oversight of IT Service vendor relationships, including the Service Desk software platform
• Coordinates and conducts RFP meetings with prospective technology vendors; makes decisions on desktop and technology platforms
• Serves as project leader or team member as needed
• Consistent, in-person attendance at the employee’s assigned clinic. Limited remote work may be permissible based on the employee’s performance and the specific task the employee is accomplishing
• Other duties as assigned

POSITION QUALIFICATIONS

Minimum Qualifications:

• At least 5 years of Information Technology experience
• At least 1 year of leadership experience
• Bachelor's degree or associate degree with relevant high-level IT certifications

Preferred Qualifications:

• At least 7 years of Information Technology experience
• At least 3 years of leadership experience