MGR- SERVICE DESK

The Service Desk Manager is responsible for the end-to-end management of IT incidents and problems within our organization. This strategic role includes ownership of CMDB, ITIL Incident Management, Problem Management, Change Management, Service Request Management, and Knowledge Management processes. The role involves managing a small team through the escalation process, systems outage management, incident/problem management, root-cause analysis, and continuous improvement. This position supports both IT-related issues and clinical Electronic Medical Record (EMR) systems in a healthcare environment.

Educational Requirements

• High school diploma or equivalent required.
• University degree in Healthcare, Computer Science, Management Information Systems, or related subjects preferred, not required. Work experience may be considered as a substitute for degree.
• Must be able to communicate effectively in English, both verbally and in writing.

Knowledge/Skills/Abilities

• Experience in ITSM processes or related fields, with a strong background in leading the implementation or support of ITSM processes or services.
• Advanced understanding of the ITIL framework. If not ITIL certified, must obtain certification within one year of hire.
• Preferred experience with the ServiceNow platform capabilities.
• Excellent problem-solving skills and the ability to articulate security-related risks and issues, collaborating with the TechOps team to resolve them.
• Understanding of all key processes, especially the Service Request Management process.
• Ability to effectively work with diverse project team members and instill a unified drive to achieve project objectives and milestones.
• High degree of professional confidence and credibility with the presence and communication skills to represent IT-related concepts effectively to all levels.
• Effective in managing conflict situations and representing positions with supporting evidence and rationale.
• Ability to represent complex topics verbally and visually to leadership in a concise manner.
• Ability to simplify processes and challenge others to think through complex processes to drive simplification.
• Broad understanding of current and emerging IT Service Management trends and developments.
• Strong organizational skills, with the ability to plan ahead for short- to medium-term objectives and identify, organize, and facilitate work.
• Strong communications and influencing skills, with the ability to interact fluently with subordinates, peers, and Senior Management.

Preferred Qualifications

• Experience with end-to-end workflow management tooling, remediation, SLAs, and exceptions.
• ITIL Foundations Certification.
• Experience with Agile PM process.

Physical Requirements

• May be expected to lift over twenty-five (25) pounds.
• Ability to distinguish between numbers and symbols.
• Hand-eye coordination and manual dexterity with substantial movement of wrist and/or fingers.
• Corrected vision and hearing to normal or near normal range.
• May be required to take rotating call to support the applications

Duties and Responsibilities

• Leadership and Team Management: Leads and manages a team of one analyst and service desk staff. Provides coaching and mentorship to support individuals in achieving their development goals. Defines how technical work should be done, selecting appropriate tools, and defining technology, quality, experience, and implementation standards and practices within the technical domain.
• Incident and Problem Management: Manages the escalation process, systems outage management, incident/problem management, root-cause analysis, and continuous improvement. Ensures timely and effective resolution of IT incidents and problems.
• Process Improvement: Partners with product owners, process owners, business, and technical leadership to conduct process reviews and build solutions that improve how employees do their work.
• ITSM Strategy and Compliance: Leads strategy to develop, implement, and maintain ITSM processes/services that align with industry best practices and company standards. Regularly evaluates IT processes across the technology team to ensure contractual commitments, SLAs, and KPIs to customers are adhered to and identifies gaps to continually improve operations and realize efficiencies.
• Technical Expertise: Utilizes technical skills to ensure the development, implementation, and support of solutions to improve the capabilities and employee experience for ServiceNow capabilities in areas such as Incident Management and Knowledge Management. Provides subject matter expertise on ServiceNow platform architecture, tools, and systems engineering to other IT and business teams. Manages software ownership and development from initial concept through continuous improvement utilizing Agile and Lean practices to identify and solve systemic issues.
• Healthcare IT and EMR Support: Provides support for both IT-related issues and clinical EMR systems. Ensures that the service desk is equipped to handle healthcare-specific IT challenges and EMR support while maintaining compliance with healthcare regulations and standards.
• Internal and External Contact: Regular contact with various levels of management internally as well as various vendors regarding support issues externally.