Service Desk Manager

Job Description
Location: Remote
Schedule: Monday - Friday, 7am-4pm EST
Pay Rate: $34 - $44 per hour
POSITION SUMMARY: Under the direction of the Director of IT Operations, the Service Desk Manager develops, plans, directs, and implements policies and procedures for the Service Desk Team to support all Elwyn Technical Services to include desktops, laptops, peripherals, and supported applications and operating systems
DUTIES AND RESPONSIBILITIES:

• Manages the day-to-day call center and ticket queue operations to ensure customer expectations are met in accordance with expected service levels with tasks including but not limited to managing call queue wait times to set standards, reviewing customer satisfaction surveys, assigning tickets to Service Desk agents when appropriate, monitoring Service Desk email queue, etc. to ensure best-in-class customer service
• Sets and manages staffing levels and schedules for phone coverage to assure adequate staffing levels to handle anticipated service call volume
• Provide supervision of assigned staff in the areas including, but not limited to, recruitment, selection, leadership, coaching, training, performance management, promotion, discipline and termination
• Sets service level metrics in alignment with industry best practices for both phone and ticket queues related to quality and productivity measures
• Ensures team has the required tools and software, including ticket desk management system, voice over internet protocol (VOIP), asset tracking and management platform, etc., to identify, document, track, and resolve reported issues including but not limited to network outages, identified desktop support issues impacting end-users, password resets, application support, etc.
• Works with peers to develop cross-functional support and escalation processes by keeping constant communication with other IT functional areas, through the use of Teams, remote access, chat, email, etc.
• Assists the Service Desk lead in developing coaching and training programs for Service Desk team, including but not limited to identifying key areas of training opportunities and skill gaps, training programs for application-specific uses, ad hoc troubleshooting incoming call issues, etc.
• Identify opportunities for automation and shifting tasks to the Service Desk Team to ensure broader-based customer support, service, and satisfaction by staying up to date with latest helpdesk management solutions and trends
• Reviews customer satisfaction surveys to ensure customer service standards are met in a timely manner and follows-up by ensuring substandard tickets are appropriately escalated for higher tier issue resolution
• Develops weekly performance reports for Director of IT, including customer satisfaction survey results, ticketing software metrics, VOIP queue analytics, etc.
• Develops Knowledge Base lifecycle for Service Desk repository by assigning update tasks to Service Desks agents when available and as appropriate and identify common service requests and issues to build self-service workflows for use by end-users and Service Desk agents to quickly and efficiently resolve issues to closure
• Develops communications for customers and management teams to quickly respond and alert to enterprise-wide issues, outages, and other important IT-related topics for customer service end users
• Works with Service Desk lead to proactively identify opportunities for continuous improvement in Service Desk operations and procedures
• As needed, schedule employees work times to provide off-hours, holiday, and back up support
• Performs other duties as assigned

IMMEDIATE SUPERVISOR: Director, IT Operations
CONTACTS: Elwyn staff and vendors.
DIRECT REPORTS:Service Desk Analysts
EDUCATION/EXPERIENCE/SKILLS REQUIREMENTS:

• Associates degree related to Information Technology or related field preferred
• Five (5) years of experience in IT support role
• Demonstrated leadership skills in an IT support function with at least three (3) years of supervisory experience
• Demonstrated ability to work effectively as part of a team
• Ability to work in a fast-paced environment and manage and prioritize multiple, often competing, priorities
• Demonstrated strong attention to detail
• Demonstrated strong time management and organizational skills
• Demonstrated excellent judgment with the ability to independently solve problems and make decisions with little or no need for direct supervision
• Demonstrated ability to anticipate future needed changes or identify problem areas and take effective actions
• Must possess excellent customer interaction, collaboration, presentation, and written and verbal communication skills
• Experience using/knowledge of Electronic Health Record (EHR) / Electronic Medical Record (EMR) preferred
• Must have current, valid driver's license in state of residence, three (3) years driving experience in the United States, and acceptable driving record
• Extensive advanced knowledge of entire Microsoft Office Suite
• Understanding of Microsoft Active Directory account management
• Demonstrated ability to work effectively with management and executive level personnel
• Knowledge of Service Desk Service Request applications (ticketing software) preferred
• General understanding of networking and Internet Protocol (IP) phone system

PHYSICAL DEMANDS/ENVIRONMENTAL PROFILE: See Physical Demands Checklist below which represents the general physical demands and environment conditions to which the employee holding this position must meet, in addition to the duties and responsibilities listed above, to successfully perform the essential functions of this job. Elwyn will engage otherwise qualified candidates for this position whose disabilities may require reasonable accommodations to enable an individual to perform the essential functions.
Elwyn reserves the right to revise or change job duties and responsibilities as needed. This job description is not meant to be an all-inclusive statement of duties and responsibilities of the job nor does it constitute a written or implied contract.
Elwyn is an Equal Opportunity Employer. Elwyn does not discriminate on the basis of race, color, religion, creed, ancestry, pregnancy status, medical condition, gender, gender identity or expression, genetic information, sexual orientation or identity, age, national origin, citizenship, handicap status, marital or family status, mental or physical disability, perceived disability, military or veteran status, political activities or affiliations, or any other characteristic protected under applicable federal, state or local law, ordinance, or regulation.
ELW - 17022