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    Service Desk Manager - Philadelphia, United States - PHMC

    PHMC
    PHMC Philadelphia, United States

    1 week ago

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    Description

    PHMC is proud to be a leader in public health. PHMC requires that all employees are fully vaccinated with the Covid-19 vaccine before the first day of employment.


    WORK SCHEDULE
    This is a full-time exempt position with a regular work schedule of five days and 40 hours per week. The work hours are Monday through Friday, 8:30 am – 5:00 pm. Please note that occasional evening and Saturday work may be required during peak periods. The primary work location is at 1500 Market Street, Philadelphia, PA.


    RESPONSIBILITIES:

    • Performance Management: Lead and inspire the service desk staff, conducting performance reviews and fostering professional development.
    • Training and

    Change Management:

    Establish and implement comprehensive training protocols for all service desk supported PHMC technologies while ensuring adherence to change management procedures.


    • Collaboration and

    Process Improvement:
    Participate in system reviews, analysis, and process enhancement initiatives in collaboration with IT Senior Management.

    • Support Function: Provide hands-on support in accordance with change management processes and procedures.
    • Service Desk Workflow Management: Set support criteria and metrics to optimize service desk workflow and performance management. Collaborate with project teams, application development, infrastructure teams, and end-users to ensure efficient system functionality.
    • Standard Operating Procedures: Work with the management team to develop and maintain standard operating procedures (SOP) and service level agreements (SLA) with estimated delivery timelines for common support tasks.
    • Service Delivery and Reporting: Ensure service desk team's adherence to established SOPs and SLAs while communicating status updates to IT Senior Management.
    • Ownership and

    Quality Control:
    Maintain ownership of the Service Desk Platform, tracking progress and ensuring high-quality support work by service desk resources.

    • Accountability and Communication: Drive accountability for time and work effort entered in the service desk platform, while effectively communicating ideas for process improvement and fostering a positive and constructive attitude.
    • Stakeholder Relations: Keep IT Senior Management and other stakeholders informed about work efforts and challenges that may impact business relations.
    • Other Duties: Perform other related duties as required by IT Senior Management.

    EXPERIENCE:

    • Professional Experience: Minimum of five to eight years of IT helpdesk or customer support experience.
    • Technical Proficiency: Clear understanding of hardware, software, and application error handling.
    • Organizational Skills: Excellent organizational skills with meticulous attention to detail and accuracy.
    • Communication Skills: Strong verbal and written communication skills.
    • Physical Requirements: Ability to work in a normal office environment.

    EDUCATION REQUIREMENT:

    • Bachelor's Degree: Bachelor's degree in a technology major from an accredited institution of higher learning or equivalent experience.
    • Certifications: Information Technology related certifications are preferred. ITIL certification would be beneficial.

    SUPERVISOR:
    This position reports to the Managing Director of Information Technology.


    SALARY GRADE:

    • Grade 21
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