Hospital Service Desk Manager
- Req ID: req4305
- City, State: New Brunswick, NJ
- Department: SPHS-Info Tech-Infrastructure
- Job Type: Hybrid
- Job Schedule: Full-Time
Hospital Service Desk Manager
SPHS-Info Tech-Infrastructure
The Hospital Service Desk Manager will:
Requirements:
Schedule: 9-5, work from home 2 days a week, 3 days onsite - after 90 days.
Grade 130
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