Service Desk Manager

Emerus; United States; Remote; USD 80,000 - 100,000; Full time

Job summary

A leading healthcare company is seeking an IT Service Desk Manager to lead a team of IT professionals across the US. This role focuses on providing exceptional IT support, driving standardization, and improving user satisfaction. The ideal candidate will have strong leadership skills, a background in IT service management, and the ability to communicate effectively with various stakeholders. Responsibilities include managing service metrics, collaborating with deployment teams, and optimizing IT operations. This position offers the opportunity to make a significant impact in a growing organization.

Qualifications

• 5+ years’ experience in application, technical support, desktop, helpdesk, or systems administration.
• 5+ years of proven leadership in managing helpdesk.

Responsibilities

• Lead and motivate the company’s Desktop Administrators.
• Ensure service team metrics meet KPI’s and SLAs.
• Regularly interact with CEO’s and other key stakeholders.

Skills

Communication

Customer Service Orientation

Leadership

Strategic Thinking

Education

Associate’s degree in Computer Information Systems

Computer Science

Tools

Active Directory

Azure Admin Center

Job description

About Us

We are Emerus, the leader in small-format hospitals. We partner with respected and like-minded health systems who share our mission: To provide the care patients need, in the neighborhoods they live, by teams they trust. Our growing number of amazing partners includes Allegheny Health Network, Ascension, Baptist Health System, Baylor Scott & White Health, ChristianaCare, Dignity Health St. Rose Dominican, The Hospitals of Providence, INTEGRIS Health, MultiCare and WellSpan. Our innovative hospitals are fully accredited and provide highly individualized care. Emerus' commitment to patient care extends far beyond the confines of societal norms. We believe that every individual who walks through our doors deserves compassionate, comprehensive care, regardless of their background, identity, or circumstances. We are committed to fostering a work environment focused on teamwork that celebrates diversity, promotes equity and ensures equal access to information, development and opportunity for all of our Healthcare Pros.

Position Overview

The IT Service Desk Manager will lead a growing team of IT professionals across the US to provide exceptional IT support and drive standardization across the company. The manager must be able create metrics on how the team is performing and identify any areas of improvement. The development of strategies to enhance support, reduce resolution time, and user satisfaction are some of the KPI that need to be measured. This role involves frequent interaction with joint venture CEOs and other key stakeholders.

Essential Job Functions

• Lead, motivate and cultivate the company’s Desktop Administrators.
• Ensure service team metrics meet KPI’s and SLAs while upholding highest level of customer service and satisfaction.
• Regularly interact with CEO’s/ CNO’s and other key stakeholders, providing updates on IT initiatives, addressing concerns, and aligning IT operations with business objectives.
• Work collaboratively with the IT deployment team for new hospital builds and other IT deployments.
• Implement standardization initiatives across all IT operations to improve efficiency, security, and consistency.
• Explore scalable and cost-effective Helpdesk call center models.
• Optimize the ticketing system.
• Handle escalation for all services ticket issues.
• Ensure service desk projects are completed on time with desired quality standards.
• Maintain reports for desktop hardware and software.
• Create reports to review with the CIO and other IT leads.

Other Job Functions

• Maintain confidentiality and security standards and policies for the organization.
• Attend staff meetings or other company sponsored or mandated meetings as required.
• Ability to work off-hours.
• Travel periodically to hospital sites across the country for projects deployments and in person meetings.

Basic Qualifications

• Associate’s degree in Computer Information Systems, Computer Science, or equivalent technical work experience or certifications required.
• Ability to communicate with various customers and senior management. Provide feedback and report on performance improvement.
• Basic understanding networking, Active directory, IT service lifecycle, device configuration.
• 5+ years’ experience in application, technical support, desktop, helpdesk, or systems administration in an enterprise environment
• 5+ years of proven leadership in managing helpdesk.
• Proven working experience in customer service roles.
• Ability to think strategically and to lead a mostly remote team.
• Customer service orientation

Preferred Qualifications

• Knowledge of ITIL practices
• Customer service and/or healthcare experience preferred.
• Basic understanding Azure admin center, networking