Service Desk Manager

3 weeks ago


Vienna, West Virginia, United States Long Island Community Hospital Full time

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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