IT Service Desk Manager

Responsible for providing direct leadership to the Information Technology (IT) Service Desk support functions at Mountain Park Health Center; and provide business relationship management for IT customers.

Essential Functions:

• Organizes, plans, audits, and oversees all departmental related activity.
• Manages workflow, performance, and overall IT operations achieving superb service and maximum staff productivity.
• Manages and oversees the day-to-day functions of the department and delegates responsibilities to manage operations.
• Coaches, counsels, and develops employees.
• Leads and guides the IT Service team and assists human resources with hiring and managing the IT Service team.
• Develops, manages, and contributes to maturing Mountain Park Health Center's Information Technology Infrastructure Library (ITIL) processes, including the IT Service Catalog.
• Manages relationships with IT customers and ensures that customer service expectations are being met.
• Ensures the PC and Printer lifecycle process is being implemented and reconciled across the organization; includes working with vendors and purchasing IT equipment.
• Oversees vendor management and IT Service vendor relationships, including the Service Desk software platform.
• Facilitates request for proposal (RFP) meetings with prospective technology vendors; makes decisions on desktop and technology platforms.
• Serves as a project leader.
• Maintains regular and predictable attendance.
• Performs other duties as required.

Position Qualifications

Minimum Qualifications:

• Bachelor's degree with relevant high-level IT certifications.
• Five (5) years or more of Information Technology experience.
• Two (2) years or more of leadership experience.

Preferred Qualifications:

• Seven (7) years or more of Information Technology Experience.
• Three (3) years or more of leadership experience.