Manager, IT Service Desk Position Available In Duval, Florida

Job Description:

Manage the team responsible for operating the Service Deskwithin the IT Department. Provides tactical leadership and developsa ‘Customer First” culture within the team which represents theService Desk and IT to all customers throughout the organization.

Responsibilities:

Manage day to day Service desk activities andpriorities based on urgency and customer/patient impact. Monitorand provide updates regarding new or outstanding issues orincidents. Verify ticket due dates and SLA’s are being met.

Responsible for following up on outstanding items or issues. Serveas escalation point for all Service Desk related issues. Assist increation and modification of reporting and metrics. Delegate dailyduties and tasks within the IT service desk team. Organize trainingand education for team member’s introducing new techniques andmethods. Develop and distribute regular reporting for the Servicedesk. Provide suggestions and solutions to complex issues that areescalated from Tier I/II Staff. Ensure that the Service Desk isusing appropriate knowledge management tools and practices in orderto provide a more effective and efficient service to customers.

Delegate specific service desk responsibilities to team membersbased on location to continue to create specialization and increaseservice delivery pace. Address or escalate all issues, providingsolutions or engaging additional teams to assist in providing quickand effective solutions. Troubleshoot end user issues, follow upand be single point of contact for end users and vendor. Observeservice desk operation techniques to determine effectiveness andimplement new techniques as needed or identified. Supports andmotivates others, encouraging them to achieve their goals, inalignment with organizational goals. Sets clear direction forothers, e.g. staff, project team members, customers, volunteers,contractors etc. Demonstrates an understanding of the ambitions andconcerns of others. Delegates work appropriately and fairly. Seeksopportunities to provide people with new challenges andopportunities to develop. Perform other duties as assigned.

Qualifications:

Minimum 3 years experience in managing a ServiceDesk support team in a Clinical or Hospital environment.

Demonstrated supervisory training and mentoring experience. Minimum7 years IT Support Experience.

Location:

Onsite at BrooksRehabilitation Hospital, 3599 University Blvd South, Jacksonville,FL 32216

Hours:

40 Hours per week

Compensation:

Experience,education and tenure may be considered along with internal equitywhen job offers are extended. Thriving in a culture that you can beproud of, you will also receive many employee benefits such as thefollowing: Competitive Pay Comprehensive Benefits packageVacation/Paid Time Off Retirement Plan Employee Discounts Educationand Professional Development Programs