ESSENTIALS ROLES AND RESPONSIBILITIES
Plan, organize and manage Service Desk staff to assure appropriate coverage to meet business needs and Service Level Agreements (SLAs) and to achieve excellence in customer service and satisfaction.
Develop, implement and continually refine and improve IT Operation Control, Service Desk, and NOC procedures, standards, and policies to conform to best practices and SLAs.
Develop, implement and continually refine and improve incident and problem management procedures and documentation to align Service Desk operations with best practices and addressing triage/analysis, response, resolution, escalation and communication.
Develop, implement and continually refine process to control and coordinate all changes to an IT production environment into a Change Control/Management Procedure.
Coordinate with other IT Areas and business stakeholders on technology deployments, system upgrades and maintenance outages. Communicate maintenance schedules, operational issues and impacts to IT management and business users.
Develop and implement a Service Desk performance measurement framework to facilitate feedback and scoring of team members on issues such as user/ client service, communication and technical skills.
Identify, measure, benchmark, analyze and perform regular review of capacity reports, scorecards and Service Desk performance metrics, e.g. service availability, ticket volume, resolution rate, time to respond, time to resolution, change volume and customer survey results. Analyze results for trends, process improvement opportunities and staff training needs and take appropriate action to improve results.
Encourage communication of new ideas, solutions, suggestions and problems. Review for appropriate action or implementation.
Participate in continuous learning and professional development.
TRAINING & EDUCATION
Bachelor's Degree in Computer Science/Business Administration or equivalent work experience.
5+ years of IT Operations management experience.
Minimum of 5+ years of experience in managing technical service operations and support teams.
Experience working with large data sets and making data-driven analytical decisions.
Previous experience with Healthcare industry.
Experience in planning, tracking, and executing projects using appropriate tools (Detailed Project Plans, Action/Risk tracking, etc.).