Service Desk Operations Manager

Description

Favorite Healthcare Staffing is the nation’s premier provider of healthcare professionals, offering a full range of per diem, allied health, contract, travel assignments, as well as permanent placement opportunities.

Favorite continues to set the industry standard for quality, service, and integrity in healthcare staffing and services.

What makes Favorite Healthcare Staffing unique? The answer is simple From the commitment to our communities to our work hard play hard mentality, it’s our people who define who we are.

Compensation : $90,000.00

$90,000.00

Position Details :

The Service Desk Operations Manager (US)is a senior member of the Service Delivery team and manages all aspects of the Group’s US IT Service Desk.

The role will liaise closely with various teams within Group Delivery Services (GDS) including the Desktop & Mobility, Infrastructure, Application Management, and Information Securityand will play a key part in the delivery of support services to the Acacium Group / Favorite Healthcare Staffing.

Job Responsibilities :

Service Desk Operations

Manage day to day operational activities within the Service Desk

Working with global colleagues and service providers toensure follow-the-sun support provision for international sites

Ensure reviews are conducted to spot trends and act to proactively eliminate potential incidents

Working with other GDS managers identifyautomation and user self-service opportunities to reduce ticket volumes

Work with the GDS Manager to ensure all user escalations are dealt with appropriately and learning points are fed back into the Service Improvement Pan for the Service Desk

Deliver services within agreed SLAs

Process Management

Own and manage the Request and Incidentmanagement processes

Working with other GDS managers to agree, develop and maintain processes and / or workflows that interface with other teams (i.

e. Desktop & Mobility, Application Management, Infrastructure etc) or suppliers

Ensure any outsourced service providers adhere to processes to provide a consistent support experience for all colleagues

Ensure processes utilised by the Service Desk are appropriately documented and maintained

Service Transition / Integration & Project Delivery

Planning the take-on of new products / services this includes integration of support for new mergers / acquisitions as well as project transition into business as usual (BAU)

Collaborate with cross functional teams to ensure business processes are followed and expectations are met

Capacity planning

Ensure sufficient capacity exists for the Service Desk function to meet service targets and forward planning capacity to meet business objective and strategic plans

Succession planning to ensure continuance of service and career development of individual team members

Contribute / provide input to solutions and pricing for commercial bid opportunities

Provide technical / service knowledge and best practice to support acquisitions and preparations for integration

Major incident Management

Create and maintain the Major incident management process in collaboration with GDS and Tech and Transformation (T&T) colleagues

Coordinating and managing service desk activities related to major / P1 incidents

Managing communications to internal and external customer groups

Ensure timely updates to bridge calls of impacts reported to the Service Desk

Team management

Set appropriate targets and objectives related to both business objectives and personal development to manage individual performance

Create training and development plans to address gaps and future skills requirements as well as inductions of new staff members

Manage and oversee recruitment activity for new hires

Mentor and coach individuals

Service Improvement & Reporting

Create and maintain a Service Improvement Plan detailing activity and plans for enhancements to tooling, services or processes

Produce management reports on the efficacy of the Service Desk and highlighting areas of concern as well as improvement actions identified.

Use a data driven approach to proactively improve Service Desk support provision

Proactively review ticket data for trends and areas for improvement

Managing supplier relationship of service provider(s) used to provide international support

Finance / Budget

Managing spend within the Service Desk in accordance with approved budgets

Ensuring all spend is accurately logged, approvedand tracked

Reviewing invoices against approved POs to ensure these are processed on time

Identifyand deliver cost savings where possible

Experience and / or Qualifications :

This position will require;

2+ years of managing a team and optimizing a Service Desk

Previous experience of process implementation, management and improvement

Demonstrated experience of implementing and / or improving ITIL processes

Ability to be a change champion

Stakeholder management experience

Demonstrable experience of working with 3rd parties, consultancies and suppliers

ServiceNow experience

Preferred qualifications :

ITIL v3 / v4 Practitioner or Intermediate qualified (preferably, Expert level);

CompTIA A+, MCP or MCSE certified

BA Degree preferred, not required

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