Sr. Manager Service Desk
Job Title: Sr. Manager Service Desk
General Hours of Work: Monday – Friday (Days), Possibility of evenings and weekends
Exempt/Nonexempt: Exempt
Department/Unit: Avel Information Technology
Reports To: Vice President of IT Operations
SUMMARY:
Avel is seeking a high-impact Senior Manager Service Desk to lead a culture of service excellence and drive the operational success of our enterprise support functions. This pivotal "player-coach" role requires a sophisticated blend of strategic oversight and technical execution, balancing 40% hands-on escalation and resolution with 30% process optimization and 30% personnel leadership. Leveraging a robust background in ITSM and ITIL frameworks, you will spearhead system enhancements and optimize SLAs while fostering critical relationships with clinical and administrative stakeholders to build a truly world-class Service Desk.
RESPONSIBILITIES:
- Manage and mentor Service Desk staff in accordance with Avel standards.
- Ensure appropriate level of staffing and support with a metrics-based approach.
- Produce and refine meaningful Service Desk metrics and set appropriate goals.
- Propose and oversee enhancements to the ticketing process including the ticketing system.
- Work closely with internal stakeholders to prioritize and ensure completion of outstanding tickets.
- Develop ITIL based processes including prioritization and SLAs and communicate to stakeholders.
- Oversee the development and use of a standard knowledge base for common issues and resolutions and contacts.
- Work to identify trends in reoccurring issues.
- Manage to, refine, and present SLAs.
ESSENTIAL QUALIFICATIONS:
The individual must be able to work the hours specified above. To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform these essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions, so long as the accommodations do not cause undue hardship to the employer.
REQUIRED EDUCATION and/or EXPERIENCE:
- Bachelor’s degree from a college or university in a business or technical field or equivalent work experience.
- 5 – 7 years of hands-on service desk work with 1 – 2 years of leadership experience.
- Deep understanding of Service Desk best practices and how to apply those in a corporate environment.
- Service oriented mindset with strong communication skills and the ability to work cross-functionally within an organization.
- Previous experience with managing remote staff.
- Deep understanding of ITIL, ITIL certification preferred.
- Strong understanding of IT controls in a SOC2 environment including Change, Incident, Request, and Problem management.
- 1 -2 years being directly responsible for developing and producing IT metrics from a ticketing system.
- Previous experience in a healthcare or clinical setting strongly preferred.
ABOUT AVEL eCARE
Avel eCare is a nationally recognized leader in telemedicine, operating one of the most extensive virtual healthcare networks in the world. Based in Sioux Falls, South Dakota, Avel partners with over 650 healthcare systems, rural hospitals, clinics, and facilities to deliver innovative telehealth solutions. Our services span Behavioral Health, Critical Care, Emergency, Hospitalist, Pharmacy, Specialty Care, Senior Care, and School Health, impacting nearly two million patients annually. For three decades, Avel has been at the forefront of healthcare innovation, developing telehealth solutions that reduce costs, save time, and remove barriers to quality care. Join our mission-driven team and help reshape the future of healthcare.
MISSION
"Every person and every community deserves access to high-quality care." At Avel eCare, we collaborate with local clinicians through telemedicine to ensure high-quality care is available when and where it’s needed most.
VISION
"Healthcare without boundaries." Avel eCare is a catalyst for change in healthcare, fostering a future defined by service, quality, collaboration, and innovation.