Manager, Service Desk #15

Who We Are

St. John’s Episcopal Hospital is the only hospital providing emergency and ambulatory care to the densely populated, culturally and economically diverse, and medically underserved populations of the Rockaways and Five Towns in southern Queens County and southwestern Nassau County, New York. Celebrating over 110 years of community care, the 257-bed facility provides people of all faiths with comprehensive preventive, diagnostic treatment and rehabilitative services, regardless of ability to pay.

Come Grow With Us!

Type: Full-Time (75 hours biweekly)

Shift: Days

Pay: $117, 000 - $125,000 per year

Job Summary

We are seeking a highly skilled and proactive Manager to oversee the relationship with our outsourced help desk provider, ensuring full compliance with contractual agreements, Service Level Agreements (SLAs), and performance metrics. This individual will play a pivotal role in managing and developing our ServiceNow platform to support IT service management processes and drive future enhancements. The ideal candidate will possess strong leadership skills, technical expertise, and extensive experience in vendor management and IT service delivery.

Responsibilities

• Vendor Management: Serve as the primary point of contact for outsourced help desk providers. Foster a collaborative relationship and ensure providers are meeting contractual obligations and performance expectations.
• SLA Compliance: Monitor and enforce compliance with SLAs and other contractual terms. Conduct regular performance reviews and audits to ensure high-quality service delivery.
• Performance Metrics: Develop, track, and analyze key performance indicators (KPIs) for the outsourced help desk. Identify areas for improvement and implement corrective actions as needed.
• ServiceNow Management: Oversee the management and development of the ServiceNow platform. Ensure the platform supports the organization's IT service management processes and meets business requirements.
• Process Improvement: Continuously assess and improve help desk processes and workflows. Implement best practices and innovative solutions to enhance efficiency and service quality.
• Incident Management: Collaborate with the help desk team to ensure timely and effective resolution of incidents. Escalate critical issues to higher-level support teams and leadership as necessary.
• Training and Development: Provide training and guidance to the help desk team on ServiceNow and other relevant tools and technologies. Promote a culture of continuous learning and professional development.
• Reporting: Generate and present regular reports on help desk performance, SLA compliance, and ServiceNow metrics to senior leadership. Provide insights and recommendations based on data analysis.
• Stakeholder Communication: Communicate effectively with internal stakeholders, including IT, operations, and business units. Ensure alignment between help desk services and organizational goals.
• Compliance and Security: Ensure help desk operations and ServiceNow development adhere to relevant policies, procedures, and regulatory requirements, including data protection and security standards.
  
  

Requirements

Education:

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field. Equivalent experience will be accepted.
  
  

Experience

• Minimum of 10 years of experience in IT service management in healthcare.
• Minimum 8 years of experience managing a service desk, and desktop support
• Experience with implementing a new service desk
• Proven experience in vendor management and IT service delivery, with a strong background in using ServiceNow.
• Ability to work effectively in a remote environment.
• In-depth knowledge of IT service management processes and best practices.
  
  

Technical Skills

• Strong technical knowledge of desktop support, including hardware, software, and network troubleshooting.
• Familiarity with healthcare IT systems, electronic health records (EHR), and clinical applications.
  
  

Project Management Skills

• Proven experience in overseeing IT projects, including resource planning, execution, and delivery.
• Strong organizational and time management skills.
  
  

Communication Skills

• Excellent verbal and written communication skills.
• Ability to effectively communicate technical information to technical and non-technical audiences.
  
  

Leadership Skills

• Strong leadership and team management skills.
• Ability to motivate and lead a team of technical professionals.
  
  

Problem-Solving

• Strong analytical and problem-solving skills.
• Ability to think strategically and develop innovative solutions to complex technical challenges.
  
  

Customer Service

• Commitment to providing high-quality customer service.
• Demonstrated ability to remain calm and professional in stressful situations.