IT Manager - Service Desk

Duke Clinical Research Institute; Durham (NC); On-site; USD 90,000 - 120,000; Full time

Job summary

Duke Health is seeking a Service Desk Manager to oversee the 24/7 DHTS Service Desk Team and liaise with Duke Health IT leadership. You will provide technical and strategic guidance, manage daily staff activities, and drive customer satisfaction across approximately 60,000 users.

Ideal candidates have 3–4 years of progressive technical experience and 2–4 years of project management or supervisory work, with strong communication and leadership skills.

Qualifications

• BA/BS degree or equivalent training or experience.
• 3–4 years of progressive technical experience.
• 2–4 years of project management/team leadership experience.
• 3–5 years of related customer support.
• Health profession and/or Duke experience preferred.

Responsibilities

• Manage projects and tasks for a team of analysts in support of the above role.
• Provide technical and strategic leadership to the team.
• Work with the management team to develop a strategic vision.
• Manage day-to-day operational staff activities and all Customer Support functions.
• Monitor staff progress, report status and metrics.
• Lead personnel management functions including hiring and performance reviews.

Skills

Leadership

Customer service management

Team leadership

Communication

Time management

Education

BA/BS degree or equivalent

BA/BS degree in related technical discipline

Tools

ServiceNow

Job description

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.

Primary role:

This position reports to the IT Director of DHTS Service Desk Teams and will be responsible for the management of DHTS personnel on the Service Desk Team within this organization. The manager provides communication and direction in the support and maintenance of the Customer Support function and maintains liaison with DHTS management and customer representatives.

The DHTS Service Desk Team provides 24/7 support for Duke Health System customers. This team has the day-to-day responsibilities for providing IT support services to approximately 60,000 customers. The group also provides technical support to all Duke Health IT support personnel and their associated customer base. The group provides first line technical support for all associated hardware and software that comprises this customer community.

Essential tasks/responsibilities:

• Manage projects and tasks for a team of analysts in support of the above role
• Provide technical and strategic leadership to the team
• Work with the management team to develop a strategic vision
• Manage the day-to-day operational staff activities and assignments as well as all Customer Support functions and personnel
• Monitor staff progress, report status and metrics
• Evaluate requests for service, prioritize and assign resources in order to maximize customer satisfaction
• Participate in other project planning efforts as they relate to Duke Health initiatives, including project management on key efforts
• Participate in the development and management of operating and capital budgets
• Participate in all personnel management functions, including hiring, terminations, personnel evaluations and performance reviews, including disciplinary action when required
• Train, coach, and mentor Service Desk Analysts and other staff.
• Must participate in Crisis Management efforts which includes 24/7 on-call rotation
• Required to be on-call in support of team questions/challenges
• Perform other related duties incidental to the work described herein

Education/training

Required: BA/BS degree or equivalent relevant training or experience

Preferred: BA/BS degree in a related technical discipline

Experience

Required: 3 - 4 years of progressive technical experience

2 - 4 years of project management/team leadership/supervisory experience

3 - 5 years of related customer support

Preferred: Health profession and /or Duke experience

Special competencies/credentials

Required:

• Business skills with a focus on customer satisfaction
• Excellent time-management and organizational skills
• Demonstrated written and verbal communication skills
• Excellent interpersonal and team-building skills
• 2 years experience in customer service management systems (ServiceNow, etc.)
• Proven experience in a customer service center setting
• Leadership and conflict management skills

Preferred

• Ability to effectively communicate with technical and non-technical personnel at various levels in the organization
• Analytical and solution-oriented
• Self-motivated and goal-oriented
• Familiarity with Service Management frameworks, e.g., ITIL, Six Sigma, etc.

Duke is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex (including pregnancy and pregnancy related conditions), sexual orientation or military status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions:

Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.