Service Desk Manager
Milwaukee, WI 
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Posted 21 days ago
Job Description
Join our team who is committed to the delivery of the highest quality health care service.  We are seeking a full-time Service Desk Manager that is self-motivated, energetic, and a take charge individual.
 

General Statement of Duties:
The Service Desk Managers role is to oversee the service function including staff whose duties are primarily associated with service and support to ensure that end users are receiving the appropriate assistance.
This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user support and service requests, including the monitoring, tracking, and coordination of service tracking through organizational tools to ensure delivery of service to targeted goals. The Service Desk Manager will contribute to problem resolution and support by providing in-person, hands-on support to end users at the desktop level as well as coordinating staff and resources for this purpose. This role, given the direct customer interfacing nature will also be a key player in I.S. related organizational communications and updates ensuring the staff of SSCHC are kept aware of operational status of solutions when issues impact delivery of these solutions or the use of technology.
Duties will include tracking and onboarding processes as well as technical orientation which is provide through the service desk processes of SSCHC. As Service Manager, this role will oversee management of the OS (Operating System) image, including maintaining an optimally configured OS image for use on desktop computers and ongoing maintenance, patching and updating of the OS as well as all desktop-based computer software deployed by the I.S. team. Working with members of SSCHC and the Vice President of Information Systems, the Service Desk Manager will be responsible for procurement related processes associated with organizational and staff needs. These duties will include ordering, receiving, inventory management and accurately tracking the assignment and disposal of equipment.
Experience in the healthcare industry is preferred but not required.

Job Responsibilities:
  1. Manage the processing of incoming calls to the Service Desk via direct employee outreach, telephone, and e-mail to ensure courteous, timely, and effective resolution of end user issues.
  2. In collaboration with the Vice President of Information Systems implement and enforce support handling processes and escalation policies and procedures leveraging an incident response matrix to established organizational standard response and communication behaviors for the service desk.
  3. In collaboration with the Vice President of IS establish and enforce Service Desk Service Levels Agreements (SLAs) in consultation with end users to establish problem resolution expectations and timeframes to help to ensure customer satisfaction.
  4. Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  5. Participate in the implementation, updating, integration and maintenance of information systems working with both the balance of the IS team, the customer and potential vendors and partners to identify and proactively address issues that may arise in such efforts.
  6. Monitor and test fixes\solutions to issues to ensure problems have been adequately resolved both to the expectations of the user and the VP of IS.
  7. Utilizing service desk team members and related solutions, oversee patching and updating processes as well as implementation and maintenance of desktop computer image standards to meet functional and security requirements of the organization.
  8. Working with the balance of the IS team, establish support process to assist with setup of accounts, oversight and auditing of accounts and maintaining, configuring and auditing of security.
  9. Support duties include setup and configuration of peripherals such as printers and scanners as well as business applications
  10. Develop and maintain procedural and troubleshooting documentation as well as FAQs to expedite resolution and team learning and provide a resource for users to also resolve issues independently when possible.
  11. Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
  12. Track and analyze trends in service desk requests and generate statistical reporting to drive follow up recommendations for action and decision making.
  13. Assess need for any system reconfigurations (minor or significant) or operational training opportunities based on request trends within the service desk ticket tracking solution and make recommendations.
  14. Identify, recommend, develop, and implement general end user training programs to increase computer literacy and self-sufficiency to be provided by service desk team members as needed.
  15. Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.
  16. Assist with the preparation of budget proposals and operational expenditure statements as requested. 
  17. Collaborate with other departments to identify and/or procure equipment as requested
  18. Oversee the development, implementation, and administration of service desk staff training procedures and policies.
  19. Train, coach, and mentor Service Desk Technicians and other junior staff.
  20. Plan and conduct performance appraisals of Service Desk staff, administer performance improvement plans when required and recommend raises, bonuses, and promotions when appropriate.

Qualifications: 
  1. Two-year college degree in a technology related field or other science, engineering, or healthcare related degree field, or no less than 3 years in a similar role in an organization of similar scale nature, scale, and scope.
  2. Two years of active full-time work experience evidencing the ability to plan, implement and support solutions for staff in a complex environment such healthcare, finance, banking.
  3. Strong knowledge of computer support in a business environment with experience in troubleshooting, building, testing and deployment of equipment and software.
  4. Demonstrated progressive experience in the leading or managing a team that evidences self-motivation, cooperation, flexibility, and creative behaviors in a highly integrated team environment
  5. Effective verbal and written communications skills as well as effective presentation skills to individuals and in group settings.
  6. Demonstrated ability to motivate others as well as exceptional interpersonal skills, with a focus on listening and questioning skills.
  7. Ability to conduct research into a wide range of computing issues as required.
  8. Ability to absorb and retain information quickly.
  9. Ability to present ideas in user-friendly language to non-technical staff and end users.
  10. Proven analytical and problem-solving abilities.
  11. Ability to effectively prioritize and execute tasks in a high-pressure environment.

 

 

Contact Information
No Phone Calls Please. Qualified applicants may apply online, send resume to Sue Raymond, Vice President of Human Resources, Sixteenth Street Community Health Centers, 1337 S. 16th St., Milwaukee, WI 53204 or fax to 414-672-0413. Sixteenth Street Community Health Centers is an equal employment opportunity employer.
Job Summary
Start Date
Immediately
Employment Term and Type
Regular, Full Time
Hours per Week
40
Work Hours (i.e. shift)
1st Shift
Required Education
Associate Degree
Required Experience
3 to 5 years
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