Manage the team responsible for operating the Service Desk within the IT Department. Provides tactical leadership and develops a ‘Customer First” culture within the team which represents the Service Desk and IT to all customers throughout the organization.

Responsibilities:

• Manage day to day Service desk activities and priorities based on urgency and customer/patient impact.
• Monitor and provide updates regarding new or outstanding issues or incidents.
• Verify ticket due dates and SLA’s are being met.
• Responsible for following up on outstanding items or issues.
• Serve as escalation point for all Service Desk related issues.
• Assist in creation and modification of reporting and metrics.
• Delegate daily duties and tasks within the IT service desk team.
• Organize training and education for team member’s introducing new techniques and methods.
• Develop and distribute regular reporting for the Service desk.
• Provide suggestions and solutions to complex issues that are escalated from Tier I/II Staff.
• Ensure that the Service Desk is using appropriate knowledge management tools and practices in order to provide a more effective and efficient service to customers.
• Delegate specific service desk responsibilities to team members based on location to continue to create specialization and increase service delivery pace.
• Address or escalate all issues, providing solutions or engaging additional teams to assist in providing quick and effective solutions.
• Troubleshoot end user issues, follow up and be single point of contact for end users and vendor.
• Observe service desk operation techniques to determine effectiveness and implement new techniques as needed or identified.
• Supports and motivates others, encouraging them to achieve their goals, in alignment with organizational goals.
• Sets clear direction for others, e.g. staff, project team members, customers, volunteers, contractors etc.
• Demonstrates an understanding of the ambitions and concerns of others.
• Delegates work appropriately and fairly.
• Seeks opportunities to provide people with new challenges and opportunities to develop.
• Perform other duties as assigned.

Qualifications:

• Minimum 3 years experience in managing a Service Desk support team in a Clinical or Hospital environment.
• Demonstrated supervisory training and mentoring experience.
• Minimum 7 years IT Support Experience.

Location: Onsite at Brooks Rehabilitation Hospital, 3599 University Blvd South, Jacksonville, FL 32216

Hours: 40 Hours per week

Compensation: Experience, education and tenure may be considered along with internal equity when job offers are extended.

Thriving in a culture that you can be proud of, you will also receive many employee benefits such as the following:

• Competitive Pay
• Comprehensive Benefits package
• Vacation/Paid Time Off
• Retirement Plan
• Employee Discounts
• Clinical Education and Professional Development Programs