Service Desk Manager
3 weeks ago
Service Desk Manager Job Summary
Long Island Community Hospital is seeking a highly skilled Service Desk Manager to lead our Service Desk team. The successful candidate will be responsible for managing the day-to-day operations of the Service Desk, ensuring that contract requirements and SLAs are met, and supporting the continual development of the Service Desk function.
Key Responsibilities:
- Manage Service Desk personnel in the performance of daily responsibilities
- Promote a service-oriented culture within the Service Desk
- Maintain Service Desk SOPs
- Manage Service Desk ticket workflow
- Coordinate changes with incident and problem management processes
- Define and implement new or improved operating practices
- Provide resource capacity management to ensure sufficient personnel are available to meet defined service levels
- Address areas where Service Desk service level targets have not been met
- Deliver management-level reporting
Requirements:
- Bachelor's degree in computer science, information systems, business, or related field
- 7+ years management experience in the planning, directing, and managing Service Desks of similar size and scope
- Experience supporting DHS in a similar capacity is highly desired
- Demonstrated excellence in performing Incident and Problem Management for organizations of similar size and scope
- Comprehensive knowledge of ServiceNow or similar ITSM software
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