Key responsibilities include but are not limited to:
Direct the activities of a team of Technical Support professionals and coordinate with IT management in planning the strategy, design, transition, operation, and continual service improvement for the CCP-IT Service Desk
Develop an understanding of end user and company needs and ensure that requests are handled consistent with IT processes. Manage scheduling and timekeeping for service desk technicians to ensure that Service Desk team meets theses needs while adhering to standards of excellence and professionalism.
Meet regularly with office management staff. Guide them through the appropriate processes for issue reporting, project initiation and escalation. Provide them with updates on global support issues
Proactively manage ticket systems, assign tasks, and track updates and resolution, while ensuring that incidents are logged accurately and timely and passed to appropriate support teams
Oversee incident, problem, change and knowledge management processes using ITIL-based standard operating procedures, key performance indicators (KPIs), and reports to provide visibility to service desk performance and quality
Manage assets & inventory including computers, tablets, printers, and more by ensuring all current inventory is accounted for and correctly documented in current inventory system; facilitate the ordering of new equipment when needed and report inventory transactions regularly to the accounting team
Facilitate technical training. Create and maintain a Service Desk training program for increased business, customer service and technical knowledge. Provide guidance to Service Desk technicians to create correct and clear training and how-to documentation for users
Attend on-site meetings at any CCP facility on an as-needed basis.
Supplement the existing IT Service Desk staff by answering calls and addressing reported issues
May be part of the on-call/first-call rotation and will rotate the on-call/first-call responsibility every 7-8 weeks. Off-hours support, 24x7, will also be required during the same 7-day period. This responsibility entails responding to off-hours calls for 24x7 support systems, and either resolving the problem or escalating to the necessary technician, engineer, or Supervisor.
This individual may also be called upon to perform projects and other activities by management.
3+ years of Service Desk Team Management experience, including experience developing service levels, service agreements, and manage the daily activities of the IT Service Desk staff
3+ years of experience proving IT support in a clinical environment
5+ years of experience providing IT support to users in a Service Desk environment
Demonstrated history of adherence to IT service management practices and principles
Ability to analyze metrics and statistics to identify trends, contribute to avoidance tactics, and provide appropriate support
Excellent customer service skills and communication etiquette
Knowledge of procurement, inventory processes, maintenance contracts.
Ability to travel to site locations with personal vehicle. Legal and up-to-date Driver’s license is required.
Proficiency in Microsoft Windows, Microsoft Office, Printers, Scanners and Smart Phones.
Expert knowledge in desktop hardware & software troubleshooting
Intermediate knowledge in server & networking
Ability to provide excellent customer service and public relations outreach.
Proven ability to effectively manage multiple priorities and meet deadlines.
Demonstrated ability to excel both independently and as a leader and team member in a lively, collaborative environment.
Excellent written and verbal communications skills with a demonstrated ability to make difficult concepts easy to understand.
Hands-on experience with the following technologies:
Microsoft Active Directory
Remote control software (LANDesk preferred)
Citrix experience preferred
EMR/EHR support experience preferred
Windows 7 / 10 administration & configuration experience