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Service Desk Manager

1 month ago

Chicago, Illinois, United States The University of Chicago Medicine Full time

Job Title: Service Desk Manager

Job Summary:

The University of Chicago Medicine is seeking a highly skilled Service Desk Manager to join our Information Technology Department. As a key member of our team, you will be responsible for ensuring the smooth operation of our Service Desk, providing exceptional customer service, and leading a team of technical support specialists.

Key Responsibilities:

  • Manage the Service Desk team, providing guidance, coaching, and development opportunities to ensure team members have the skills and knowledge needed to excel in their roles.
  • Develop and implement effective service level agreements (SLAs) to meet the needs of our customers and ensure timely resolution of issues.
  • Collaborate with cross-functional teams to identify and resolve technical issues, ensuring minimal disruption to our services.
  • Monitor and analyze performance metrics to optimize Service Desk operations and improve customer satisfaction.
  • Stay up-to-date with industry trends and best practices, applying this knowledge to continuously improve our Service Desk processes and services.

Requirements:

  • Bachelor's degree in a related field or equivalent experience.
  • 5+ years of leadership experience in a Service Desk environment.
  • Excellent customer service and relationship management skills.
  • Strong technical knowledge and understanding of information systems concepts.
  • Ability to work in a fast-paced environment and prioritize tasks effectively.

Why Join Us:

The University of Chicago Medicine is a world-renowned academic medical center, and we're committed to providing exceptional care to our patients. As a member of our team, you'll have the opportunity to work with a talented group of professionals who share your passion for delivering high-quality services. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.