IT Service Desk Manager

4 weeks ago

Tampa, Florida, United States Greenway Health Full time
Job Summary

We are seeking an experienced IT professional to manage system and network infrastructure and security. The Manager, IT Service Desk is responsible for ensuring quality and professional desktop support to Greenway employees and contractors.

Key Responsibilities
  • Manage teams across multiple locations
  • Ensure a timely response by Service Desk Engineers to resolve issues reported by Greenway employees on IT supported products
  • Act as an escalation point for advanced or difficult issues
  • Utilize ticket tracking systems to prioritize and document user technical issues and resolutions
  • Prepare reports from the ticket tracking system to measure the performance of the Service Desk engineers
  • Analyze Service Desk activities and develop tools and process improvements to optimize service and staff performance
  • Review and make recommendations regarding service-level agreements for the Service Desk
  • Create and maintain documentation for common procedures and processes
  • Communicate effectively with the Service Desk Engineers on Service Desk/Company related issues
  • Communicate with other departments to effectively understand and proactively anticipate their IT needs
  • Participate in projects that involve IT as a representative of the Service Desk
  • Demonstrate knowledge of company policies related to IT
  • Perform duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service
  • Manages the inventory of workstations, computer parts, and other IT related resources to include the assignment and recovery of resources
  • Work on special projects as assigned
  • Provide training for Service Desk engineers at all levels
  • Responsible for maintaining relevant equipment information in asset database
  • Be on call during off-peak hours to respond to support related issues
  • Perform the duties and responsibilities of a Service Desk Engineer when needed
  • Own and manage meeting room and Microsoft Teams A/V equipment
Requirements
  • High School Diploma/GED required
  • Bachelors degree in Computer Science related field or equivalent formalized technology training with certifications highly preferred
  • Eight (8) years of IT Service Desk related experience with at least 3 of those years in a leadership role overseeing a Service Desk function and supervision of Service Desk staff
  • Solid working knowledge of Windows Operating Systems, Microsoft Operating Systems and Office Automation applications, Cicso, Active Directory, Exchange, remote desktop connectivity, MS Office Suite, VPN and remote connections, ticketing systems and other relevant software/hardware products
  • A+, ACMT, HDI-CSR, ITIL, Microsoft 365/Modern Desktop Administrator certifications preferred
Work Environment

This role requires that one can sit and regularly type on a keyboard the majority of the workday. This position requires the ability to observe a computer screen for long periods of time to observe their own and others' work, as well as in-coming and out-going communications via the computer and/or mobile devices. The role necessitates the ability to listen and speak clearly to customers and other associates.

What We Offer
  • Competitive pay
  • Medical, dental and vision benefits
  • Matching 401(k)
  • Generous paid time-off programs
  • Education reimbursement
  • Growth potential for your career
  • Corporate discounts

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