IT Service Desk Manager

Health Texas Medical Group San Antonio , TX 78230

Posted 2 months ago

IT Service Desk Manager

Large medical group in search of a talented IT professional to manage our IT Service Help Desk team. This is an excellent opportunity to use your expertise and knowledge to help take this department to the next level. You will be challenged to think creatively and integrate your ideas to enhance our users' experience. HealthTexas Medical Group Information Systems team works in our Administration building in San Antonio. The IT Service Desk Manager is responsible for overseeing the daily support tickets, requests, and incidents. The candidate is responsible for ensuring expectations are met in regards to overall end user satisfaction. To inculde troubleshooting, configuration, installation of computer and network equipment, while providing technical Tier 1 and Tier 2 customer support to all HealthTexas employees with the objective of resolving most incidents at first call. This person is responsible for ensuring team is meeting defined metrics and standardizing processes to provide effective customer services and meet requirements.

Our organization offers great benefits including free health insurance, paid-time-off, fun work environment, and much more! We have been recognized as the Best Places to Work and Top Workplaces and well-known in our community for providing quality care.

Responsibilities:

  • Develops service level agreements (SLAs) to establish problem resolution expectations and timeframes to include a ticket escalation process

  • 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

  • Ability to manage multiple technicians and end user's expectations.

  • Train, coach and mentor service desk team.

  • Take ownership of end users issues reported to team members and ensure problems through to resolution

  • Ensure that statistics, status reports, and graphical reporting are provided to meet the needs of the department

  • Updating clients regularly on ongoing open tickets/service requests

  • Maintain strict confidentiality of sensitive information

  • Assist the establishment of staff goals and objectives

  • Manages team within budget guidelines

  • Document all work related to customer incidents through ticketing system

  • Ability to manage projects and meet deadlines Performs other duties as assigned or required.

  • Contributes to the continual process improvement of department processes / tools

  • Participate with after-hours support

Requirements:

  • 4-year technical degree with 4-years' applicable experience or 8 years direct work experience could be substituted in lieu of a degree.

  • ITIL experience preferred

  • Experience working in a clinical environment preferred

  • Ability to utilize metrics and data to improve service quality and team performance

  • Ability to work effectively in a fast-paced and rapidly changing environment

  • Supervisory experience preferred

  • Effective communication skills (oral & written)

  • Strong leadership quality

  • Maintain a high level of technical expertise

  • Experience with Manage Engine applications stack experience is a plus

  • Experience with Citrix XenApp and XenDesktop technologies is a plus

  • Ability to work after hours as needed

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