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Service Desk Manager (relocation available)

Company: Reading Hospital
Location: Reading
Posted on: January 17, 2020

Job Description:

The Information Technology Service Desk Manager is responsible for the overall activity and performance of the Tower Health IT Service Desk, a team that provides first-level support of IT-related issues for the entire workforce of the Tower Health system of well over 11,000 employees across multiple locations with 24/7/365 coverage. The Service Desk Manager also oversees the Telephone Operators with total oversight of over 40 employees. The manager coordinates and manages the daily work of the Service Desk team and provides technical and business leadership, guidance, and support to the team. The manager is responsible for ensuring end users are provided efficient and timely first-level support on a 24x7 basis. The manager interacts with users, employing a high degree of tact and diplomacy to promote a positive image of the department. The manager will oversee shift supervisors, ensure employees' adherence to core processes, manage performance to service levels, and ensure a high level of customer satisfaction. LI Qualifications Relevant experience as a Service Desk leader in a 24/7/365 environment with multiple locations. Experience as a Service Desk Manager in a healthcare setting with multiple locations is a plus. Solid leadership skills with a proven ability to develop employees, plan staffing across three shifts, and grow/transform a service desk that supports multiple locations. Associate Degree or combination of relevant education & experience may be considered in lieu of Associate's Degree. ITIL Foundation/Certification or familiarity with ITIL. Excellent communications skills to include interpersonal skills and listening skills. Proficient with MS Word, Outlook, PowerPoint, Excel and Service Desk tools.

Keywords: Reading Hospital, Reading , Service Desk Manager (relocation available), Executive , Reading, Pennsylvania

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