Service Desk Manager

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