Manager Service Desk and PC Support (Full Time/Days)

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Current UPHS employees must apply HERE

Manager Service Desk and PC Support (Full Time/Days)

Job ID: 310439

Category: Information Services/Technology/Service Desk/Telecom

Work Type: FT

Location: Lancaster, PA, United States

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Description

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

LOCATION: Lancaster, PA - Commercial Avenue

HOURS: Full Time (40 hours per week). Monday-Friday 8am-5pm.

Summary:

As the Manager of Service Desk and PC Support you will manage, develop, and lead a team of desktop and service desk support professionals within a Highly End User-focused environment. This position works closely with the business units to ensure the needs of the overall IT end user support, including proactively monitoring service levels to ensure end user needs are being met across organizational functions. This position will oversee the delivery and support of those solutions to ensure that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations in regard to performance, meeting defined service level metrics benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements. This position will report to the Director of IS Shared Services

Qualified individuals must have the ability with or without reasonable accommodation to perform the following duties:

• Oversee Supervision for PC Technicians and Service desk staff activities to ensure optimal support role impact to the organization.
• Provide data and reporting of service level KPI's and trends to IT leadership and others in regular intervals.
• Reviews and assesses skill sets of the teams, identifies skill gaps deficiencies and develops appropriate training plans to meet customer expectations and departmental goals.
• Uses problem resolution to develop or recommended new standards to improve operations. Manages and coordinates urgent and complicated support issues to achieve timely resolution.
• Ensures devices follow the defined procurement and decommissioning standards.
• Develops Service and Business Level Agreements to set expectations and measure performance.
• Develops an effective and workable framework for managing and improving customer IT support in the organization.
• Advises management on situations that may require additional client support or escalation.

The following duties are considered secondary to the primary duties listed above:

• Establishes training guidance and tips for customers and vendors.
• Support special projects and requests when required.
• Manage vendor relationships dependent upon daily operational needs.
• Other duties as assigned.

Minimum Required Qualifications:

• Bachelor's degree in computer science, Information Science, related field.
• Three (3)+ years of experience leading a technical team, with an emphasis on coaching, mentoring, and talent development.
• Excellent interpersonal and communication skills, both written and verbal.
• Proven experience in strategic planning with an ability to make business recommendations rooted in value or results.
• Proven experience driving business impact based on understanding of customer needs with a focus on change management and understanding customer impact.

#LI-LJ1

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

Live Your Life's Work

We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.

Current UPHS employees must apply HERE

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