IT Help Desk Manager - IS Support Center
About The Position
The Manager of iSupport team (Service Desk) oversees the delivery of first tier support to the entire Kettering Health Network organization and its affiliates. They help develop and deploy strategies and operating plans, thus ensuring support resources are aligned with business needs. They ensure appropriate policies, standards, and procedures are used to govern the delivery of services for the benefit of their stakeholders, which includes internal IS teams. They are responsible for safeguarding information assets and meeting financial goals, while effectively managing daily operations via IS balanced scorecard metrics.
Requirements
- Bachelor's degree in relevant field and/or equivalent management experience required.
- 3 years of experience supporting and managing the delivery of IT services/service desk functions.
- Supervisor experience at least 2-3 years
- Current understanding of contact center technologies and management functions.
- Demonstrated operational oversight including ability to utilize data for decision making.
Nice To Haves
- ITIL v3 or higher, Agile, PMP certification preferred
Responsibilities
- Delivery of IT services to the business as it relates to phone, web, and future modalities within the Service Desk.
- Accountable operational performance iSupport.
- Oversee all aspects of the following areas: Support structures for operating 24/7 support of all facilities.
- Deliver services that are standardized, consolidated, automated, and self-serviceable.
- With attention to automation and predictive intelligence to aid in the delivery of services.
- Deliver against operational metrics and achieve service level targets within the IS Balanced Scorecard.
- Goal of decreasing and maintaining low abandon rates, wait times, and average speed to answer.
- Goal of increasing and maintaining high NPS and FCR.
- Identify areas for improvement for the teams to improve service delivery.
- Monitoring of internal performance measures and evaluate them over time.
- Value stream owner for Knowledge Management.
- Participate in the operation transfer of projects to operation support state.
- Work with IS, Clinical and Medical Informatics teams to develop support structures for both inpatient and outpatient settings. Generate alignment among all the support teams for the network.
- Drive contact center alignment across Kettering Health Network whenever possible.
- Apply the IS Management System, which includes the IS Framework, to the execution of this role.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
