IS Service Center Manager

Summary: The I.S. Service Center Manager is responsible for overseeing the daily operations of the Service Center (Helpdesk) team, ensuring efficient and high-quality technical support to end-users. This role involves managing a team of technicians, optimizing support processes, and implementing strategies to enhance user satisfaction and system performance. The ideal candidate possesses strong leadership, problem-solving, and technical skills, along with a commitment to delivering exceptional IT support services.
 
Key Responsibilities:

• Manage and lead the technical helpdesk team, providing guidance, support, and mentorship.
• Develop and implement helpdesk policies, procedures, and best practices to ensure efficient issue resolution.
• Monitor and analyze helpdesk performance metrics, including response times, ticket resolution rates, and user satisfaction.
• Act as an escalation point for complex technical issues, ensuring timely and effective resolution.
• Collaborate with IT and other departments to identify and address recurring technical issues.
• Maintain and enhance helpdesk tools, ticketing systems, and knowledge base resources.
• Recruit, train, and evaluate helpdesk staff to ensure high performance and continuous improvement.
• Ensure compliance with IT security policies and data protection regulations.
• Prepare reports and provide insights on helpdesk performance and areas for improvement.
• Stay updated with industry trends, emerging technologies, and best practices in IT support.

Education: Bachelor's degree. Graduate degree desirable, in a science or business concentration, with an emphasis in computer information systems/analytics.

Experience: Eight (8) years combined experience in functional discipline operations and/or management, preferably in a multi-hospital or medical center with an integrated delivery network. Strong communication skills at all levels. Should demonstrate line experience in preparation and control of budgets, personnel administration, contractor management and direction of others. Must have good verbal and written communication skills and recognized leadership qualities. Demonstrates skill and/or experience in following root cause analysis, project management, financial management and problem solving. Must be available and accessible 24/7/365.