Hospital Service Desk Manager

Hospital Service Desk Manager
SPHS-Info Tech-Infrastructure

The Hospital Service Desk Manager will:

• Manage IT Helpdesk and Desktop Support Services
• Develop and maintain formal support procedures for consistency and increased productivity.
• Analyze Helpdesk and Desktop support performance through statistical reports and provide constructive feedback and performance modifications as required.
• Schedule and staff multiple helpdesk shifts across a 24 x 7 period including coverage for vacations, holidays, and sick times for every day of the year.
• Ensure staff is recognized for excellent customer service and job performance as demonstrated by end user satisfaction surveys.
• Train staff on mission-critical applications and technologies as they are implemented within the organization.
• Provide support templates, training, and software/hardware tools necessary to decrease problem resolution time, increase helpdesk front end problem resolution, and reduce desktop support tickets.
• Work with helpdesk support vendor to assure certified helpdesk analysts assigned to Saint Peter's are well trained and capable of assisting a diverse customer-base.
• Perform annual staff performance reviews of employees and in conjunction with associated helpdesk support vendors (helpdesk analysts only) to ensure goals and performance measures are met.
• Address other human resources issues with Human Resources Department and with vendor (helpdesk analysts only) as they arise (poor performance, excellent performance, staff changes, etc.).
• Work with desktop supervisor to monitor helpdesk and desktop customer satisfaction surveys and provide service recovery when subpar performance is identified.
• Establish strong communication channels between helpdesk personnel and desktop support to ensure synergies between two areas are fully maximized, and customer experience is seamless.
• Schedule meetings with staff to discuss hospital, departmental and service based topics on a regular basis.
• Develop desktop supervisor position as back-up. Plans goals and objectives for the overall service desk team
• Thoroughly identify and document objectives and priorities based upon identified user needs, current IT projects, budgetary considerations and mission.
• Develop plans to meet objectives and priorities in accordance with established procedures.
• Review/update goals and plans to reflect changes in policy, needs and communicates changes to staff in a timely manner.
• Assist the CTO in planning/managing the annual budget for service desk operations Establishes budget forecast and ensures adherence to budget goals through cost control.
• Approve or disapprove inventory supply orders.
• Designate desktop supervisor to monitor and maintain inventory of supplies and spare PC/Printer equipment.
• Promptly inform the CTO of any critical shortages impacting the service desk operations
• Evaluate the budgetary impact on IT Infrastructure services by keeping track of all actual expenditures and monitoring against associated G/L line item budgets.
• Project Management Works with other healthcare system, hospital and IT Management to execute projects, particularly where the project requires desktop and helpdesk services.
• Ensure necessary training is provided to desktop and helpdesk personnel as it relates to project and IT involvement.
• Coordinate activities between the helpdesk and desktop supervisor to ensure that project time lines and objectives are set and adhered to.
• Complete projects and tasks as assigned

Requirements:

• Knowledge and experience in project management, staff scheduling, helpdesk analytics, systems monitoring, application support, incident management, and vendor management, as usually acquired upon completion of Bachelors degree or 10+ years in IT customer service field providing helpdesk and desktop services, including 4+ years serving in a supervisory role.
• Experience working with ServiceNow Platform is required.

Schedule: 9-5, work from home 2 days a week, 3 days onsite - after 90 days.

Grade 130