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Service Desk Operations Manager

2 months ago

Overland Park, United States Favorite Healthcare Staffing Full time

About the jobThis role profile is a blend of both the job description and person specification and clearly demonstrates the relationship between specific tasks and personal attributes. It is not exhaustive but is intended to give an overview of the role which will naturally change from time to time in line with business requirements.Company DescriptionFavorite Healthcare Staffing is the nation's premier provider of healthcare professionals, offering a full range of per diem, allied health, contract, travel assignments, as well as permanent placement opportunities. Favorite continues to set the industry standard for quality, service, and integrity in healthcare staffing and services.What makes Favorite Healthcare Staffing unique? The answer is simple - our people. From the commitment to our communities to our "work hard play hard" mentality, it's our people who define who we are.Compensation:$90,000.00Position Details:The Service Desk Operations Manager (US) is a senior member of the Service Delivery team and manages all aspects of the Group's US IT Service Desk. The role will liaise closely with various teams within Group Delivery Services (GDS) including the Desktop & Mobility, Infrastructure, Application Management, and Information Security and will play a key part in the delivery of support services to the Acacium Group/Favorite Healthcare Staffing.Job Responsibilities: Service Desk Operations Manage day to day operational activities within the Service DeskWorking with global colleagues and service providers to ensure follow-the-sun support provision for international sitesEnsure reviews are conducted to spot trends and act to proactively eliminate potential incidentsWorking with other GDS managers identify automation and user self-service opportunities to reduce ticket volumesWork with the GDS Manager to ensure all user escalations are dealt with appropriately and learning points are fed back into the Service Improvement Pan for the Service DeskDeliver services within agreed SLAsProcess Management Own and manage the Request and Incident management processesWorking with other GDS managers to agree, develop and maintain processes and/or workflows that interface with other teams (i.e. Desktop & Mobility, Application Management, Infrastructure etc) or suppliersEnsure any outsourced service providers adhere to processes to provide a consistent support experience for all colleaguesEnsure processes utilised by the Service Desk are appropriately documented and maintainedService Transition/Integration & Project DeliveryPlanning the take-on of new products/services - this includes integration of support for new mergers/acquisitions as well as project transition into business as usual (BAU)Collaborate with cross functional teams to ensure business processes are followed and expectations are metCapacity planning Ensure sufficient capacity exists for the Service Desk function to meet service targets and forward planning capacity to meet business objective and strategic plansSuccession planning to ensure continuance of service and career development of individual team membersContribute/provide input to solutions and pricing for commercial bid opportunitiesProvide technical/service knowledge and best practice to support acquisitions and preparations for integrationMajor incident Management Create and maintain the Major incident management process in collaboration with GDS and Tech and Transformation (T&T) colleaguesCoordinating and managing service desk activities related to major/P1 incidentsManaging communications to internal and external customer groupsEnsure timely updates to bridge calls of impacts reported to the Service DeskTeam management Set appropriate targets and objectives related to both business objectives and personal development to manage individual performanceCreate training and development plans to address gaps and future skills requirements as well as inductions of new staff membersManage and oversee recruitment activity for new hiresMentor and coach individualsService Improvement & Reporting Create and maintain a Service Improvement Plan detailing activity and plans for enhancements to tooling, services or processesProduce management reports on the efficacy of the Service Desk and highlighting areas of concern as well as improvement actions identified.Use a data driven approach to proactively improve Service Desk support provisionProactively review ticket data for trends and areas for improvementManaging supplier relationship of service provider(s) used to provide international supportFinance/Budget Managing spend within the Service Desk in accordance with approved budgetsEnsuring all spend is accurately logged, approved and trackedReviewing invoices against approved POs to ensure these are processed on timeIdentify and deliver cost savings where possibleExperience and/or Qualifications:This position will require; 2+ years of managing a team and optimizing a Service DeskPrevious experience of process implementation, management and improvementDemonstrated experience of implementing and/or improving ITIL processesAbility to be a change championStakeholder management experienceDemonstrable experience of working with 3rd parties, consultancies and suppliersServiceNow experiencePreferred qualifications: ITIL v3/v4 Practitioner or Intermediate qualified (preferably, Expert level); CompTIA A+, MCP or MCSE certifiedBA Degree preferred, not required#LINKFAVApplicants must be able to show proof that they are legally eligible to work in the United States. Favorite Healthcare Staffing, LLC is an equal opportunity employer and does not make hiring decisions based on race, color, religion, gender or other protected classes.