Manager, IT Service Desk & Telecommunications

Jackson Health • Miami, FL

4d • Onsite

About The Position

The Manager, IT Service Desk and Telecommunications has overall responsibility over both the 24/7 Hospital Operator and Code Page Operators (telecommunications), and the 24/7 IT Service Desk, also known at Jackson as the Customer Service Center (CSC).
This position is responsible for ensuring a customer-focused approach to delivering IT technical and customer support for the entire Jackson Health System.
Within the IT Service Desk, technical staffing and call management is a primary responsibility, as is technical documentation and the overall monitoring and management of Incidents and Service Requests to ensure that organizational service level commitments are met consistently.
From a telecommunications perspective, staffing and the customer-focused handling of incoming calls to our three hospital campuses is closely monitored to ensure that our customers are being helped with a world-class level of customer service.
Additionally, the very critical handling and prioritization of code paging is a vital responsibility of this organization, In all, the two call centers receive more than 1.2 million calls annually.
The incumbent may assist and act in a confidential capacity to help manage, formulate, determine and effectuate management process and polices.
The incumbent may attend management meetings and may be involved directly or indirectly in the decision making process around confidential management decisions.
Position requires exercise of independent judgment.

Requirements

• Generally requires 7 to 10 years of related experience. Managerial experience required.
• Bachelor's degree in related field is required. Education requirement can be substituted by at least 10 years of related experience.
• Ability to analyze, organize and prioritize work accurately while meeting multiple deadlines.
• Ability to communicate effectively in both oral and written form.
• Ability to handle difficult and stressful situations with critical thinking and professional composure.
• Ability to understand and follow instructions.
• Ability to exercise sound and independent judgment.
• Knowledge and skill in use of job appropriate technology and software applications.
• Active license or certification is required as needed, based on the job or specialty.

Responsibilities

• 2nd level leadership for the 7x24 IT Service Desk (Customer Service Center - CSC), ensuring that the organization provides ITIL-compliant, technical support to 14,000 Jackson Health System employees and contractors, and to UM and community physicians.
• 2nd level leadership for the 7x24 Hospital Switchboard Operator (Telecommunications) staff, ensuring that the organization is providing a world-class level of customer service to the public -- our customers, patients, and patient families. Additionally, ensuring that the Telecommunications team is appropriately prioritizing and handling code pages, stroke alerts, etc., in the required time frames.
• Ensure that call answer times, call handle times, and abandoned call levels meet our service level objectives in order to prevent lengthy waits for our callers; ensures that hospital Code Paging is handled with the highest priority in order to assure the most urgent response possible from our healthcare providers.
• Provide inventory management oversight, developing strategies, systems, processes/procedures, and the reporting necessary to maintain and optimize Jackson's IT inventory levels.
• Act as a 2nd level IT escalation point for JHS IT customers and leadership, 24/7.
• Ensure that customer escalations are handled effectively and in a timely manner, while performing peer (manager/director) escalations within IT to ensure that incidents and service requests are meeting customer expectations and service level commitments.
• Participate as part of the Emergency Management Group to define scope and priorities of assignments, determining requirements and procedures for all emergency communications during all internal and external events.
• Ensure that our IT Service Management tool (currently, Easy Vista) is being managed and maintained appropriately to meet the needs of IT and the rest of Jackson Health System.
• Performs other related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager