Manager IT Service Desk - Service Desk

Description

POSITION SUMMARY

Oversee the: 1) IT Service Desk (ITSD) team, 2) Identity and Access Management (IAM) team, and 3) IT Service Management (ITSM) knowledge management function. ITSD operations includes the management of Incident and Request intake, prioritization, triage and escalation. Develop methods, guidelines, and policies to facilitate efficient service delivery through coordination with all other IT teams to facilitate Incident resolution. IAM operations involves development of methods, guidelines, and policies for adding, removing, and updating application access for associates at minimal level appropriate to their role, all in accordance with security and privacy standards.

LEADERSHIP ACCOUNTABILITIES

• Lead daily operations for both the IT Service Desk and the IAM teams to facilitate quality patient care and customer satisfaction.
• Monitor ITSM tools and call center performance management dashboards to transparently track, report and manage Key Performance Indicators (KPI's), goals, objectives, including SLA's for both Service Desk and IAM teams.
• In support of "access management" function, ensure compliance with information security standards, policies, and procedures. Communicate and implement industry best practices and solutions employed in the information security space.
• Oversee processes to validate and maintain user access roles and entitlements, including access reviews and other IAM functions.
• For Service Desk, manage partner/vendor relationships to support timely incident resolution and access request fulfillment. For IAM, manage partner/vendor relationships to support timely user provisioning for associates into partner services and applications ensuring auditability.
• Manage workload, overtime, and overall demand on labor resource planning to provide 24/7 call center support for the IDN, and to support the "access management" function. Forecast staffing needs and develop workforce models to support the business at the agreed service level.
• Participate in and support projects by providing go-live support and expedited issue triage based on project needs.
• Design, build, and rollout an ITSM "knowledge management" strategy for IT organization which includes ITSM tooling and associated processes in support of Incident, Request and Problem Management.
• Develop training programs to improve technical and customer service skills of service staffs.
• Address customer inquiries to resolve issues and obtain customer feedback proactively.

LEADERSHIP ACCOUNTABILITIES

• Define and communicate a clear, compelling vision for the team that effectively ties into the mission and vision of Health First, and inspirationally leads the team to achieve that vision.
• Provide leadership, motivation, coaching, feedback and support to strengthen growth, development and wellness at work to build and foster effective, high performing teams.
• Lead change through effective communication, explaining the connection and value to the organization, creating stronger buy-in and urgency, while understanding impact to the team to obtain commitment.
• Demonstrate openness to hearing diverse ideas and thoughts; create a sense of inclusivity; and encourage collaboration across teams to help break down silos to meet the team's and organization's goals.
• Recruit, select, grow, and retain highly engaged, high performing diverse and inclusive associates.
• Demonstrate fiscal acumen and contribute to and support the strategic direction of the areas of responsibility and organization.

Qualifications

MINIMUM QUALIFICATIONS

• Education: Bachelor's Degree in Information Technology, Business or related field
• Licensure: None Required
• Certifications:
• HDI Desktop Support Manager within first year
• CIAM (Certified Identity and Access Manager) in first year
• Work Experience:
• 5 years leadership experience
• 7 Years IT experience
• Work Experience in lieu of Education: Additional 2 years leadership experience or additional 5 years IT experience
• Knowledge/Skills/Abilities: Knowledgeable in LEAN principles
• People management skills
• Ability to organize, motivate and lead diverse teams to achieve results.

PREFERRED QUALIFICATIONS

• Education: Master's Degree in Information Technology, Business or related field
• Licensure: None Required
• Certification: Current ITIL and/or Lean Certification
• Work Experience: 5 years of IT experience in a healthcare setting.
• Knowledge/Skills/Abilities: No additional

PHYSICAL REQUIREMENTS

• Majority of time involves sitting or standing; occasional walking, bending, stooping
• Long periods of computer time or at workstation
• Light work that may include lifting or moving objects up to 20 pounds with or without assistance.
• May be exposed to inside environments with varied temperatures, air quality, lighting and/or low to moderate noise
• Communicating with others to exchange information.
• Visual acuity and hand-eye coordination to perform tasks
• Workspace may vary from open to confined; on site or remote
• May require travel to various facilities within and beyond county perimeter; may require use of personal vehicle

ABOUT HEALTH FIRST

At Health First, diversity and inclusion are essential for our continued growth and evolution. Working together, we strive to build and nurture a culture that recognizes, encourages, and respects the diverse voices of our associates. We know through experience that different ideas, perspectives, and backgrounds create a stronger and more collaborative work environment that delivers better results. As an organization, it fuels our innovation and connects us closer to our associates, customers, and the communities we serve.

Job

Information Technology

Organization

Health First Shared Svcs Inc

Primary Location

United States- Florida - Brevard County- Rockledge

Schedule

Full-time

Shift Times

8:00 am - 5:00 pm

Job Level

Manager