Senior Service Desk Manager

NeoGenomics Laboratories • Fort Myers, FL

44d • Onsite

About The Position

NeoGenomics is looking for a Senior Service Desk Manager who wants to learn to continue to learn in order to allow our company to grow. This is an onsite position in Fort Myers, FL with a Monday - Friday, day shift. Now that you know what we're looking for in talent, let us tell you why you'd want to work at NeoGenomics: As an employer, we promise to provide you with a purpose driven mission in which you have the opportunity to save lives by improving patient care through the exceptional work you perform. Together, we will become the world's leading cancer reference laboratory. Position Summary: As the Senior Service Desk Manager, you are responsible for the global Service Desk and Application Production Support teams. You will be expected to understand the IT service needs of NeoGenomics, measuring the service management of the teams, and manage the leaders of the Application Production Support and Service Desk teams by providing metric-driven feedback and guidance. This role will allow you to use your strong background in customer service, leadership, ITIL implementation, IT best practices, and tech industry standards. You will also be involved with forecasting, budgeting, interpreting and communicating KPIs, high-availability systems, business continuity and disaster recovery, incident management, and service management.

Requirements

• 7 years of Information Technology experience required
• Service Desk - at least 3 years preferred
• Supervisory role (any industry) - 5-7 years preferred
• Customer Service (any industry) - 5 years preferred
• Practical knowledge and experience with compliance standards such as HIPAA, SOC, SOX, 21 CFR 11, CAP, CLIA and/or GDPR preferred
• Ability to delegate and hold staff accountable.
• Ability to set priorities and define what is most important.

Nice To Haves

• Bachelor's Degree in Information Technology preferred
• ITIL Foundation Certification preferred
• Formal management training such as Capella or equivalent preferred
• Service desk-related certifications (ITIL, HDI, etc.) preferred.
• ServiceNow experience a plus, but not mandatory.

Responsibilities

• Provides leadership for the service desk and application production support teams in a "follow the sun" ITIL support model, including planning, coaching, performance development, and mentoring.
• Develop and maintain formal procedures for consistency and increased productivity.
• Own, investigate and follow-up on executive-level escalations, and triage all escalated Service Desk requests.
• Prioritize and escalate requests to assure compliance with Service Level Agreements (SLA).
• Own the change management and incident management processes.
• Manages the professional and technical development of staff by coaching, setting goals, and monitoring delivery and quality of work.
• Lead teams to provide exceptional customer service through excellent technical proficiency and a strong customer orientation.
• Responsible for new hire recruiting, conducts performance reviews/promotions, and provides guidance on improving deficiencies for staff.
• Responsible for continuous ITSM improvements and elimination of non-value-added processes.

Benefits

• We believe in career development and empowering our employees.
• Not only do we provide career coaches internally, but we offer many training opportunities to expand your knowledge base!
• We have highly competitive benefits with a variety HMO and PPO options.
• We have company 401k match along with an Employee Stock Purchase Program.
• We have tuition reimbursement, leadership development, and even start employees off with 16 days of paid time off plus holidays.
• We offer wellness courses and have highly engaged employee resource groups.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Ambulatory Health Care Services
• Number of Employees: 1,001-5,000 employees