Service Desk Manager

1 month ago


Philadelphia, United States PHMC Full time
PHMC is proud to be a leader in public health. PHMC requires that all employees are fully vaccinated with the Covid-19 vaccine before the first day of employment.

WORK SCHEDULE

This is a full-time exempt position with a regular work schedule of five days and 40 hours per week. The work hours are Monday through Friday, 8:30 am – 5:00 pm. Please note that occasional evening and Saturday work may be required during peak periods. The primary work location is at 1500 Market Street, Philadelphia, PA.

RESPONSIBILITIES:

· Performance Management: Lead and inspire the service desk staff, conducting performance reviews and fostering professional development.

· Training and Change Management: Establish and implement comprehensive training protocols for all service desk supported PHMC technologies while ensuring adherence to change management procedures.

· Collaboration and Process Improvement: Participate in system reviews, analysis, and process enhancement initiatives in collaboration with IT Senior Management.

· Support Function: Provide hands-on support in accordance with change management processes and procedures.

· Service Desk Workflow Management: Set support criteria and metrics to optimize service desk workflow and performance management. Collaborate with project teams, application development, infrastructure teams, and end-users to ensure efficient system functionality.

· Standard Operating Procedures: Work with the management team to develop and maintain standard operating procedures (SOP) and service level agreements (SLA) with estimated delivery timelines for common support tasks.

· Service Delivery and Reporting: Ensure service desk team's adherence to established SOPs and SLAs while communicating status updates to IT Senior Management.

· Ownership and Quality Control: Maintain ownership of the Service Desk Platform, tracking progress and ensuring high-quality support work by service desk resources.

· Accountability and Communication: Drive accountability for time and work effort entered in the service desk platform, while effectively communicating ideas for process improvement and fostering a positive and constructive attitude.

· Stakeholder Relations: Keep IT Senior Management and other stakeholders informed about work efforts and challenges that may impact business relations.

· Other Duties: Perform other related duties as required by IT Senior Management.

EXPERIENCE:

· Professional Experience: Minimum of five to eight years of IT helpdesk or customer support experience.

· Technical Proficiency: Clear understanding of hardware, software, and application error handling.

· Organizational Skills: Excellent organizational skills with meticulous attention to detail and accuracy.

· Communication Skills: Strong verbal and written communication skills.

· Physical Requirements: Ability to work in a normal office environment.

EDUCATION REQUIREMENT:

· Bachelor's Degree: Bachelor's degree in a technology major from an accredited institution of higher learning or equivalent experience.

· Certifications: Information Technology related certifications are preferred. ITIL certification would be beneficial.

SUPERVISOR:

This position reports to the Managing Director of Information Technology.

SALARY GRADE:

· Grade 21
  • Service Desk II

    1 month ago


    Philadelphia, United States Piper Companies Full time

    Piper Companiesis looking for a Service Desk Analyst on-site in the University City area of Philadelphia .Responsibilities for the Service Desk Analyst: •Provide end-user support on-site resolving Hardware and Software issues •Work with Microsoft products including 365/Azure Active Directory •Provide basic Network Support (Routers/Switches) •Ability...

  • Service Desk Lead

    4 weeks ago


    Philadelphia, United States PHMC Full time

    PHMC is proud to be a leader in public health. PHMC requires that all employees are fully vaccinated with the Covid-19 vaccine before the first day of employment. WORK SCHEDULE This is a full-time exempt position with a regular work schedule of five days and 40 hours/week. Work Hours described as Monday through Friday, 8:30am – 5:00pm. This position may be...

  • Service Desk Lead

    1 week ago


    Philadelphia, United States PHMC Full time

    PHMC is proud to be a leader in public health. PHMC requires that all employees are fully vaccinated with the Covid-19 vaccine before the first day of employment. WORK SCHEDULE This is a full-time exempt position with a regular work schedule of five days and 40 hours/week. Work Hours described as Monday through Friday, 8:30am – 5:00pm. This position may be...

  • Service Desk Analyst

    9 hours ago


    Philadelphia, United States TEKsystems Full time

    Description: The Service Desk Analyst will, under general direction, respond to and diagnose software problems through discussions with clients and employees. The individual selected for this role will be involved in system problem recognition, research, and resolution. This person will also be responsible for resolving less complex problems immediately...

  • Service Desk Agent I

    4 weeks ago


    Philadelphia, United States Philadelphia College of Osteopathic Medicine Full time

    Job Title: Service Desk Agent I Department: Information Technology Services Location: Philadelphia Employment Status: Full Time, Non-Exempt Position Summary: The Service Desk Agent I serves as the primary contact for the MIS/Telecommunications Department, providing essential assistance to PCOM staff, faculty, and students with basic computer-related...


  • Philadelphia, United States Philadelphia College of Osteopathic Medicine Full time

    Job Title: Service Desk Agent I Department: Information Technology Services Location: Philadelphia Employment Status: Full Time, Non-Exempt Position Summary: The Service Desk Agent I serves as the primary contact for the MIS/Telecommunications Department, providing essential assistance to PCOM staff, faculty, and students with basic computer-related...


  • Philadelphia, United States Oncology Service Full time

    Job DescriptionJob DescriptionWe seek a highly motivated and organized individual to join our team as a Front Desk Receptionist. The Receptionist will play a vital role in creating a positive and professional first impression for our organization while also providing administrative support to ensure smooth operations.Responsibilities:Greet visitors and...


  • Philadelphia, United States TEKsystems Full time

    Description: This Healthcare company has recently merged with a few companies. This has caused there to be an influx of calls for the current Service Desk Analysts . An additional spot has been approved to help handle the call volume. What our team will be handling: Level 1 service desk calls (password resets, light troubleshooting with Win 10 and Office...

  • Front Desk Manager

    7 days ago


    Philadelphia, United States Residence Inn Philadelphia Cen Full time

    Job Summary: The Front Desk Manager is responsible for ensuring the operation of the Front Office in an attentive friendly efficient and courteous manner providing all guests with quality service prior to and throughout their stay while maximizing room revenue and occupancy. Management-level associates are expected to work as much of each workday as is...

  • Front Desk Manager

    3 days ago


    Philadelphia, United States Art City Vets and Urgent Care Full time

    SIGN ON BONUS $1000.00!!! Summary The Front Desk Manager will have a strong presence on the floor at both ACV and ACV Wellness to support all team members, improve workflow, maintain hospital organization and presentation, and help ensure a positive client experience. Your duties will include, but may not be limited to, client education, employee...

  • Front Desk Manager

    2 weeks ago


    Philadelphia, United States Holiday Inn Express Penns Landing Full time

    **Job Summary** **Assist the AGM in the overall operation of the Front Office to ensure that optimum Guest Service levels and Revenue Goals are achieved.** **Responsibilities and Duties** Financial returns: - Participate in the preparation of the annual departmental operating budget and financial plans. Monitor budget and control expenses with a focus on...


  • Philadelphia, United States SOFITEL Full time

    Job Description $500 Bonus after successful 90 days Don't miss out on this opportunity! First impressions are lasting impressions! We are seeking qualified, service-minded ambassadors for the Front Desk Agent position. ** Guest Service Agent/Front Desk** ** What’s in it for you:** Unlimited career development opportunities, both nationally and...


  • Philadelphia, United States SOFITEL Full time

    Job Description $500 Bonus after successful 90 days Don't miss out on this opportunity! First impressions are lasting impressions! We are seeking qualified, service-minded ambassadors for the Front Desk Agent position. ** Guest Service Agent/Front Desk** ** What’s in it for you:** Unlimited career development opportunities, both nationally and...


  • Philadelphia, United States GLEC Full time

    Overview: **Responsibilities**: - Greet and welcome everyone in a friendly and professional manner - Check members and visitors into the facility efficiently - Answer phone calls and direct inquiries to the appropriate department - Sell memberships and program participation, providing information about all GLEC services - Process payments and maintain...

  • Front Desk Manager

    1 week ago


    Philadelphia, United States Hampton Inn Convention Center Full time

    '''Duties:''' - Greet and welcome guests in a friendly and professional manner - Provide excellent customer service by addressing guest inquiries and resolving any issues or complaints - Manage reservations and check-in/check-out processes efficiently - Handle cash transactions and maintain accurate records of all transactions - Utilize POS system to process...

  • Front Desk Agent

    2 months ago


    Philadelphia, United States Club Quarters Full time

    **Front Desk Agent** Philadelphia, PA, USA Req #190 Monday, March 22, 2021 **Specific Duties:** Provides optimal guest satisfaction by offering professional and efficient service through guest interaction. Responsible for all aspects of operating the Front Desk. Handles guest requests in a timely manner. Handles all phone calls to the Front Desk in a...

  • Front Desk Agent

    1 week ago


    Philadelphia, United States Club Quarters Full time

    **Front Desk Agent** Philadelphia, PA, USA Req #190 Monday, March 22, 2021 **Specific Duties:** Provides optimal guest satisfaction by offering professional and efficient service through guest interaction. Responsible for all aspects of operating the Front Desk. Handles guest requests in a timely manner. Handles all phone calls to the Front Desk in a...


  • Philadelphia, United States Curate Corp Voice Full time

    Job DescriptionJob DescriptionJob Title: Front Desk RepresentativeLocation: Philadelphia, PAJob Type: Full-timeJob Summary: We are seeking a friendly, professional, and customer-oriented Front Desk Representative to join our team. The ideal candidate will be the first point of contact for our guests and clients, providing exceptional customer service and...

  • Front Desk Team Lead

    2 weeks ago


    Philadelphia, United States Rittenhouse Women's Wellness Center Full time

    **Front Desk Team Lead** **Job Description**: Reports To: Front office Manager Location: Philadelphia, PA (Rittenhouse Square) Our facility dedicated to the health and well-being of women. We offer a range of services, including primary care, gynecology, fertility, mental health support, and spa therapies. Requirements: Minimum 3 years’ experience in...


  • Philadelphia, United States Columbus Property Management and Development Inc. a Member of Mission First Housing Group Full time

    Front Desk Manager **Duties**: - Greet and welcome guests in a professional and friendly manner - Answer phone calls, take messages, and direct calls to appropriate staff members - Manage and maintain the front desk area, ensuring it is clean and organized - Handle guest inquiries and provide accurate information about the company and its services - Assist...