IT Manager - Service Desk

Duke Careers•Durham, NC

7d•Onsite

About The Position

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together. This position reports to the IT Director of DHTS Service Desk Teams and will be responsible for the management of DHTS personnel on the Service Desk Team within this organization. The manager provides communication and direction in the support and maintenance of the Customer Support function and maintains liaison with DHTS management and customer representatives. The DHTS Service Desk Team provides 24/7 support for Duke Health System customers. This team has the day-to-day responsibilities for providing IT support services to approximately 60,000 customers. The group also provides technical support to all Duke Health IT support personnel and their associated customer base. The group provides first line technical support for all associated hardware and software that comprises this customer community.

Requirements

BA/BS degree or equivalent relevant training or experience
3 - 4 years of progressive technical experience
2 - 4 years of project management/team leadership/supervisory experience
3 - 5 years of related customer support
Business skills with a focus on customer satisfaction
Excellent time-management and organizational skills
Demonstrated written and verbal communication skills
Excellent interpersonal and team-building skills
2 years experience in customer service management systems (ServiceNow, etc.)
Proven experience in a customer service center setting
Leadership and conflict management skills

Nice To Haves

BA/BS degree in a related technical discipline
Health profession and /or Duke experience
Ability to effectively communicate with technical and non-technical personnel at various levels in the organization
Analytical and solution-oriented
Self-motivated and goal-oriented
Familiarity with Service Management frameworks, e.g., ITIL, Six Sigma, etc.

Responsibilities

Manage projects and tasks for a team of analysts in support of the above role
Provide technical and strategic leadership to the team
Work with the management team to develop a strategic vision
Manage the day-to-day operational staff activities and assignments as well as all Customer Support functions and personnel
Monitor staff progress, report status and metrics
Evaluate requests for service, prioritize and assign resources in order to maximize customer satisfaction
Participate in other project planning efforts as they relate to Duke Health initiatives, including project management on key efforts
Participate in the development and management of operating and capital budgets
Participate in all personnel management functions, including hiring, terminations, personnel evaluations and performance reviews, including disciplinary action when required
Train, coach, and mentor Service Desk Analysts and other staff.
Must participate in Crisis Management efforts which includes 24/7 on-call rotation
Required to be on-call in support of team questions/challenges
Perform other related duties incidental to the work described herein