Job description

Position Summary:
The Director of the Service Desk provides analysis and strategy for Catholic Health Service Desk team and is responsible for driving support activities for Catholic Health employee base. This individual assists in the development of Service Desk roadmaps and strategy and manages the process and execution of enterprise systems analysis. The position is directly responsible for facilitating the team in attaining key performance indicators and business goals of the Service Desk area. The Director of the Service Desk will work with IT and business process leaders to define and implement the support platform and business strategies.
Essential Functions:
The Director of the Service Desk will manage the day-to-day operations of the department which include the Ivanti ticketing system used for tracking service request and incidents. The director will also be responsible for initiating the incident management process for critical events that require Catholic Health immediate attention. The director will also be responsible for managing all related customer service in services required for the division to become a level excellence in the services being provided to our user community. The director is also responsible for all phases of the implementation lifecycle of any new software introduce into the division: design, build, testing, implementation and post go-live support. In addition, the Director will be the primary contact for end user support and coordinate all questions and issues that arise during the project/support phase for the service desk application suite. In addition to the duties discussed above, responsible for the following:

• Leads and mentors managers and team members; provides direction through development plans and performance evaluations, monitors workload, project workloads and responsibilities in support of the vision, goals, and standards of behavior.
• Develops training plans for the growth and advancement of the Service Desk and Analysts
• Collaborates with other IT leaders in discussions with customers to analyze their needs and ensure processes in areas of responsibility are utilized optimally to improve business resulting in alignment with supported critical business strategies and goals.
• Also, performs rounding and follow up with applicable business leaders to identify potential customer service enhancements.
• Creates and manages operational budgets for responsible areas. In addition, participates with Information Technology Leadership in planning and managing strategic plans.
• Develops processes and standards, adhering to industry best practices and promotes and ensures compliance with those processes and standards for Service Desk.
• Provides direction for these processes for all activities including implementations, upgrades, and maintenance. Serves as a key decision maker for complex issues in areas of responsibility.
• Responsible for ensuring the integrity, reasonable response times, and availability of IT Service Desk.
• Accountable for adherence to Service Desk Service Level Agreements including escalating and steering resolution of SLA compliance issues.
• Develops processes and standards, adhering to industry best practices and promotes and ensures compliance with those processes and standards.
• Provides direction for these processes for all activities including ordering, processing, and maintenance agreements for selected hardware.
• Serves as a key decision maker for complex issues in areas of responsibility.
• Accountable for adherence to inventory and asset management practices including escalating and steering resolution of ordering, and software and hardware compliance issues.
• In collaboration with other IT leaders, reviews survey feedback, evaluates SLA data, and drives deep ticket analysis to identify and implement improvement opportunities to include a focus on accurate first-time ticket assignment, decreasing ticket reopen rates, increasing efficiencies in ticket management, and reducing ticket closure time.
• Strengthens Service Desk ticketing system knowledge base and tiered support model including developing strategies to enhance first call closure rate and the IT customer service experience, while ensuring alignment with business processes, tactical planning, and strategic vision.
• Analyzes data and key performance indicators to develop and publish Service Desk performance metrics to include organization-wide dashboard reporting. Also, performs trend reporting and identifies opportunities for continual customer experience enhancements.
• Audits and develops records and databases containing license, warranty, and service agreements information for department hardware and software.
• Ensures records are organized, up-to-date, and auditable.
• Manage departments IT Asset Management processes and ensures that the procedures are being executed correctly across various groups and vendors.
• Verifies the accuracy and tracks the quality of information throughout the asset lifetime.
• Reviews all current and negotiates proposed license and maintenance agreements to ensure purchase agreement compliance and exposure to fees or fines.
• Participates in the IT budget process by determining growth requirements and forecasting annual software true-ups, maintenance expenses, and establish capital requirements for the budget cycle.
• Establish Standards and Policies for the software used within the department.
• Manages processes for communicating outage/emergency situations and scheduled planned maintenance activities to the organization.
• Also, collaborates with other IT leaders to review communication methods periodically to identify potential changes in methods to enhance communication effectiveness.
• Responsible for aspects of strategy, integration, and analysis for business information systems.
• Participate in the direction of the IT Organization, leading and directing Service Desk personnel development analytical process across the organization and aligning the strategic planning process with the application and system development.
• Recruit, develop, and manage analysts responsible for defining enhancements and support of Ivanti enterprise applications.
• Provide leadership, operational analysis, design, and consultation to internal business units in areas of business process improvement, systems implementation/improvement, data management, and reporting.
• Consult with management to analyze system needs for management information and functional operations, to determine scope and priorities of projects.
• Manage the implementation, installation, and operation of information and functional systems for the organization as needed.
• Ensure that rapidly evolving technical opportunities are understood, planned, implemented, and strategically aligned within the organization.
• Promote and implement best practices and monitor the effectiveness of services offered.
• Manage and track the progress of multiple projects inclusive of defining goals & requirements, managing project timelines, budgeting, assigning & allocating resources, coordinating third-parties, managing risks, contingency planning, and communication of status. Stay abreast of solutions and development in the industry.
• Maintain utmost confidentiality on all conversations, documents, correspondence, research records, information, data, etc.

Functional Abilities (including but not limited to:

• Excellent interpersonal skills required for day-to-day interaction with entity department management.
• Excellent written and verbal communication skills
• Specific knowledge and experience that will enable the self-confidence to carry out responsibilities and interaction with co workers in a professional manner.
• Willingness to travel from entity to entity.
• Willingness to attend training classes- out of state requiring overnight travel over multiple days
• Environment is subject to high-level visibility through verbal and written communications with senior hospital management, associated project deadlines.
• Ability to exercise independent judgment and maintain confidentiality of material and information
• Ability to function effectively in a fast paced environment and meet goals of timeliness and quality
• Must be available for on-call support on a regular basis.

Education, Training, and Experience:

• Must have a bachelor’s degree preferred in customer service and at least 5 years in managing the operations of a Service Desk.
• ITIL Certification preferred
• Past experience in ticketing system such as Ivanti, desired.
• Knowledge on EPIC EHR
• Working knowledge of policies, procedures, and business operations.
• Proficient in Microsoft office applications.
• Demonstrated ability to manage to deadlines, changing priorities
• Ability to lead meetings, prioritize, resolve conflicts, maintain issues list, and manage assign workload.
• Strong communication and follow-up skills.
• Detail oriented and ability to critically think in order to translate business requirements into IT system requirements.
• Excellent communication and interpersonal skills. Independent and self-motivated, energetic with strong desire to learn.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Melville, NY: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Supervisory: 5 years (Preferred)

Work Location: In person

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