Job Description

 IT SERVICE DESK MANAGER JOB SUMMARY: TALENT SOFTWARE SERVICES IS IN SEARCH OF A IT SERVICE DESK MANAGER FOR A DIRECT PLACEMENT POSITION IN SAN DIEGO, CA.  POSITION SUMMARY:  The IT Service Desk Manager is responsible for ensuring high quality, consistent technical customer support, and ensuring technical support service levels are being met or exceeded. Will work with the Director of IT to implement and maintain "ITIL " procedures and best practices to ensure high customer satisfaction and positive support outcomes by meeting or exceeding Service Level Agreements (SLAs). The IT Service Desk Manager will be responsible for development and updating of SLAs, KPIs (Key Performance Indicators) and IT Service Desk Standard Operating Procedures and metrics. This role will supervise the lifecycle of incidents and service requests within the IT Service Desk ticketing system and all tasks associated with change management in the IT Service Desk. This includes ensuring that tickets are generated, priorities are assigned, status is communicated, escalations occur where necessary, adhere to SLAs, provide resolutions, ongoing process improvement and suggest solutions for inclusion in Solutions Knowledge Base. PRIMARY RESPONSIBILITIES/ACCOUNTABILITIES:

• Oversee 100% of the requests, incidents and problems. Leads and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.
• Ensure all IT Service Desk processes align with best practices in order to maintain exceptional customer service.
• Monitor IT Service Desk activity (phone calls, ticket activity) and conduct ongoing process improvement to improve customer service.
• Ensure adequate communications for all service disruptions are handled according to ITIL best practices and internal policies/procedures. Manage processes for communicating outage/emergency activities to the organization.
• Ensure the IT Service Desk offers Self-Service tools to improve efficiency and customer service.
• Ensure the IT Service Desk is knowledge-centered. Monitor IT Service Desk activity to ensure a structured and efficient approach to utilizing the IT Service Desk knowledgebase.
• Coach and mentor staff. Build and maintain a training program to train staff, ultimately improving customer service.
• Provide data and reporting of productivity metrics and trends to the Director of IT and others weekly, monthly and as needed. Will develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT.
• Work closely with the IT Inventory Specialist to manage IT assets. Ensure IT equipment and software is quickly deployed.
• Work closely with other IT areas (IT Operations, PMO, Applications, Data Analytics, and Training) to implement new technology in accordance with change management best practices.
• Monitor phone queue (participating in escalated calls as needed).
• Oversee Solutions repository and ensure top quality solutions are available to staff. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise Director of IT on situations that may require additional client support or escalation.
• Review survey feedback to improve services, tools and support experience. Keep confidential all company proprietary information.
• Supervise IT Service Desk processes and personnel to ensure compliance with all regulatory requirements (HIPAA, HITECH) at client.
• Provide input on all Information Technology internal policies.
• Responsible for ensuring all required hours of operation are adequately staffed to ensure defined SLAs are met.
• Strong general technical support knowledge to support all applications and systems within client.
• Training of new service desk team members.
• Assist in IT projects as needed.
• Performs other duties as assigned.

QUALIFICATIONS:

• 10+ years' experience within Information Technology
• 5+ years' experience leading help desk or service desk operations
• Strong understanding of ITIL best practices
• Strong understanding of ticketing systems tools Service Catalog, Reporting, Ticket Management
• Strong understanding of IT Service Desk metrics
• Demonstrated ability to lead and to effectively communicate with staff at all levels including a proven ability to communicate with technical and non - technical staff across multiple disciplines

PREFERRED:

• Experience providing IT Support in a healthcare
• Electronic Health Record/Electronic Medical Record support experience
• Phone system administration for an IT Call center
• B.S. in Computer Science, B.S. in Business Administration, Information Systems
• ITIL Certification
• Microsoft Certifications MCSE, MCSA, MCP
• CompTIA Certifications Network+, Security+
• Microsoft products: Windows, Office
• ITIL Ticketing System
• Enterprise phone system
• Antivirus Software
• imaging software
• Asset management software
• Enterprise phone system
• MDM Mobile Data Management
• Ability to communicate and interact successfully with a diverse community and to develop and maintain positive professional relationships with colleagues and staff members.
• Attention to detail.
• Creative thinking and problem solving.
• Ability to capture and communicate the context of a situation.
• Excellent oral and written communication skills, with focus in technical or instruction-oriented writing and in clearly communicating complicated concepts over the phone, in person and in writing.
• Ability to work both independently and as a team member.
• Ability to dig into and achieve understanding of a problem or request in order to offer the most appropriate possible solution.
• Ability to work on multiple assignments with minimal supervision.
• Accomplish the quality and quantity of work expected within set limits of cost and time
• Plan own work; carry out assignments and capacity to "see the job through. "
• Communicate with others effectively both orally and in writing in working out solutions to problems or questions relating to the work
• Exemplifies and promotes the department's four key success factors: Positivity, Ownership, Efficiency and Transparency, when working with both internal and external customers

IF THIS JOB IS A MATCH FOR YOUR BACKGROUND, WE WOULD BE HONORED TO RECEIVE YOUR APPLICATION!    PROVIDING CONSULTING OPPORTUNITIES TO TALENTED PEOPLE SINCE 1987, WE OFFER A HOST OF OPPORTUNITIES INCLUDING CONTRACT, CONTRACT TO HIRE AND PERMANENT PLACEMENT. LET'S TALK!

Company Description

Talent Software Services was originally founded as an IT staffing services company in 1987 before evolving from a locally owned operating full-service staffing firm into a national staffing organization. As a proud Veteran owned business, we have over 30 years of experience. Headquartered in Minneapolis, Minnesota we've expanded our reach to include offices in Plano, Texas and India. Talent's capabilities include Information Technology, Engineering, Digital, Healthcare, Government, and Professional Services Staffing. Additionally: At Talent, we believe that consultants are more than their skill sets. To get the best projects, you must already be on the inside of the best companies. Talent promotes a culture of teamwork that encourages personal growth, work/life balance, and professional excellence.