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: Executive Director IT Operations

SUMMARY: 

The eCare Senior Manager Service Desk will be responsible for the successful operation of Avel’s Service Desk. This position will exhibit and foster a culture of Service and continual improvement while managing all aspects of the Service Desk including team management, process, ticket system enhancements, SLAs, metrics, and ensuring customer satisfaction. Using a strong background in IT Service Management and ITIL this role will be a hands-on leader consisting of about 30% people management, 30% process improvement and 40% hands on ticket resolution and escalation. The Senior Manager will work closely with internal clinical and administrative stakeholders and develop outside relationships necessary to build a world class Service Desk.

ESSENTIAL FUNCTIONS:

• 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. 
• 5% travel required to Corporate Office in Sioux Falls, SD. 
• 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.

REQUIRED PHYSICAL ABILITIES:

• While performing the duties of this job, the employee is regularly required to talk or hear.
• The employee frequently is required to sit.
• The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.
• The employee must occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

REQUIRED COMMUNICATION/MATHEMATICAL/REASONING SKILLS:

• Must possess the required level of skills and abilities to read, write, speak, and apply mathematical concepts and sound reasoning to successfully perform the essential duties and responsibilities of this job.
• Must be able to perform basic operations on a personal computer within the Windows operating system.
• This position requires problem solving skills, critical thinking skills, and the ability to multi-task.

RESPONSIBILITIES, EXPECTATIONS & STANDARDS:

• Commitment to the daily application of Avel’s mission, vision and core values to deliver access to high quality care.
• Maintain confidentiality.
• Work effectively in a team environment, coordinating workflow with other team members and ensuring a productive and efficient environment.
• Comply with safety principles, Federal and State laws, regulations, and standards.
• May be involved on organization committees or boards.

WORK ENVIRONMENT:

• May be exposed to communicable diseases when working in a health care environment.
• The noise level in the work environment is usually moderate.

JOB CODE: 329