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Mgr- IT Service Desk

Company: Spartanburg Regional Healthcare System
Location: Spartanburg
Posted on: May 17, 2020

Job Description:

IT Service Desk Manager will manage the performance of service level agreements & support to clients (internal and external) and ensure that service levels are achieved. Ensures that customer expectations are met or exceeded. The ------------------------------------------------IT Service Desk Manager is responsible for ensuring the staff are meeting and exceeding expectations regarding performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.

IT Service Desk Manager Core Job Responsibilities



  • Provide daily management and oversight of the requests, incidents and problems.

  • Provide daily management and oversight of Switchboard Operations.

  • Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development.

  • Provide data and reporting of trends to IT department and others in ad-hoc, weekly, monthly and as needed.

  • Manage process for communicating outage/emergency activities to the organization.

  • Develops an effective and workable framework for managing and improving customer IT support in the organization

  • Responsible for making sure that calls are patched through to the correct people and in a timely manner

  • Develops performance plans and evaluations of employees, including subordinate supervisors as well as reviews evaluations to assure equity of individual employee performance objectives, standards and ratings among lower level staff/groups

  • Other duties as assigned

    IT Service Desk Manager Requirements:



    • Education: 4 year degree

    • Experience: 3-5 years of senior level IT experience, preferred 5-10 years of related experience

    • Preferred certification: ITIL Foundation

Keywords: Spartanburg Regional Healthcare System, Spartanburg , Mgr- IT Service Desk, Other , Spartanburg, South Carolina

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