IT Services Manager

JOB DESCRIPTION

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Work Shift

Work Day(s)

Monday-Friday

Shift Start Time

7 : 00 AM

Shift End Time

4 : 00 AM

Worker Sub-Type

Regular

Children’s is one of the nation’s leading children’s hospitals. No matter the role, every member of our team is an essential part of our mission to make kids better today and healthier tomorrow.

We’re committed to putting you first, and that commitment is at the heart of our company culture : People first. Children always.

Find your next career opportunity and make a difference doing what you love at Children’s.

Job Description

The IS&T Systems and Technology Service Manager is responsible for managing the IS&T Service Desk call center and program, ensuring 24 / 7 Help Desk operations, leading and mentoring staff, collaborating across the department, and enhancing user experience.

Additionally, this role is accountable for setting and meeting SLA and KPI goals, spearheading Service Desk strategies such as AI integration, and evaluating new technologies for business needs.

Th Manager will also create process documentation, align tech capabilities with customer needs, advocate IT Service Management principles, and support safe patient care at Children's Healthcare of Atlanta.

Experience

• 5 years of experience in an IT healthcare setting or business-related environment with three years in a leadership role
• 5 years of experience in a fast-paced, dynamic environment where organization, analytical, and time / project / conflict management skills were essential
• 3 years of experience with Service Now platform
• 5 years of experience with ITIL process management
• Experience in call center management preferred
• 5 years of experience in data or system governance and integration practices

Preferred Qualifications

• Experience with AI Ops, and call deflection technologies
• ITIL certifications preferred
• Service Desk Institute Support Center Manager preferred

Education

Bachelor’s degree in Information Systems, Computer Science, a business-related discipline, or 5 years of relevant experience

Certification Summary

No professional certifications required

Knowledge, Skills, and Abilities

• Strong project management skills
• Strong interpersonal skills
• Knowledge of generally known information technology platforms, standards, processes
• Develop broad product expertise. Provide in-depth user consulting on supported products
• Monitor data and make recommendations to better utilize resources for optimum performance. Ensure adequate resources are available to meet department plans
• Assist IS&T leadership in establishing technical direction and in preparing and meeting strategic plans

Job Responsibilities

• Oversees 24 / 7 Service Desk operations by managing the performance of Level 1 and Level 2 services & support to clients (internal and external) and ensures that service levels are achieved.
• Responsible for talent management cycle, including talent acquisition, employee development and mentoring, and performance management.
• Supports and encourage an environment of innovation and learning so that staff remain current with relevant technology and industry best practices that may enhance the services provided to our customers.

Manage work intake, set team priorities, and provide coaching to team members.

• Provides oversight for design, development, and implementation of Call deflection and IT Service management technologies
• Establishes and maintains professional, positive working relationships with a diverse group of stakeholders. Serve as a liaison between Operations and Information Systems & Technology IS Support.

Develop collaborative bidirectional relationships and ensure support needs are being met.

Provides data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly, and as needed.

Oversees monitoring and management of phone queue.

• Responsible for ensuring the staff are meeting and exceeding expectations regarding performance, meeting defined metrics / benchmarks, and that standards and processes are followed.
• Budget and purchase order review and approval responsibility.
• Participates in long-term application technology planning processes and operational staffing model adjustments
• Monitors customer satisfaction with project execution and operational support. Identify opportunities and implement changes to drive service improvement.
• Conducts or participate in product evaluations for new or upgraded products, as needed.
• Develops broad product expertise. Provide in-depth user consulting on supported products.
• Monitors data and make recommendations to better utilize resources for optimum performance. Ensure adequate resources are available to meet department plans.
• Assists IS&T leadership in establishing technical direction and in preparing and meeting strategic plans.

Primary Location Address

1575 Northeast Expy NE

Job Family

IT Business Partnering