IT Service Desk Manager

Compassus Brentwood , TN 37024

Posted 2 weeks ago

Current Compassus Colleagues: Please apply via Workday.

Position Summary

The IT Service Desk Manager is responsible for modeling the 3 Company values of Compassion, Integrity, and Excellence, and for promoting the Compassus philosophy, using the 6 Pillars of success as the foundation. S/he is responsible for upholding the Code of Ethical Conduct and for promoting positive working relationships within the company, among all departments, and all external stakeholders. The IT Service Desk Manager contributes actively to the achievement of the Company's Wildly Important Goals (WIG's) and the Information Systems/IT Department's goals and objectives, adhering to the 4 Disciplines of Execution.

Principal Accountabilities

  • Actively oversees IT Service Desk Ticket Management.

  • Monitors ticket volumes and allocates resources accordingly.

  • Monitors and reports ticket trends for root cause analysis and permanent, corrective remediation activities.

  • Provides support to team members in responding to inquiries regarding errors, problems, or questions.

  • Mentors new team members. Ensures that effective training and development plans are created and delivered for all team members.

  • Prioritizes ticket escalations based on impact.

  • Creates and reviews standard operating procedure documentation.

  • Writes and maintains training manuals and other teaching media.

  • Coordinates testing of enhancements provided by software vendors, as requested.

  • Documents and ensures workflows and process logic are working correctly.

  • Coordinates ticket escalation with system managers and/or vendors.

  • Works with project teams on implementation of new systems.

  • Coordinates with business owners on process requirements for support of functional applications.

  • Documents and communicates application and hardware support requirements.

  • Provides oversight of ticket system knowledge base for standardized content.

  • Assists with coordinating delivery of new enhancements.

  • Communicates helpdesk needs to IT organization leaders.

  • Oversees small and intermediate projects.

  • Adheres to and promotes IT policies and procedures.

  • Performs other duties as assigned.

Education and/or Experience

  • Bachelor's degree. Computer Information Systems or related major preferred.

  • Five to seven years related experience.

  • Minimum of three years supervisory experience.

  • Experience in healthcare IT environment, hospice focus preferred.

  • Proficiency in HCHB, Cerner, Carevoyant, and Consolo is a plus.

Other Qualifications

  • Must be able to work a flexible schedule to include nights and weekends.

  • Must be able to travel.

  • Ability to maintain confidentiality of information such as patient and Company files in accordance with HIPAA regulations and company policy.

Compassus, including all Compassus affiliates, complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, or sex. Compassus, including all Compassus affiliates, does not exclude people or treat them differently because of race, color, national origin, age, disability, or sex.

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IT Service Desk Manager