Senior Manager – IT – Service Desk

Key Responsibilities

• Lead and manage service desk teams, including driving improvement in hiring, training, retention, and performance management for fully remote staffing models
• Work with Senior Leadership to monitor, improve, and meet financial targets by estimating performance requirements and preparing annual budgets
• Monitor and analyze all service desk performance data to identify and engage areas of improvement and present weekly/monthly/annual service desk action plans
• Serve as a key escalation point for our customers as well as internal departmental leadership teams
• Drive quality and process improvement across the service desk
• Ensure a strong pay-for-performance model is created, understood, and implemented to drive performance
• Evaluate individual performance reviews and overall team effectiveness with upper management while ensuring regular coaching and performance management conversations are being maintained across the desk
• Directly responsible for ensuring top talent is recruited, onboarded, and retained
• Continuously review and drive efficiencies and ensure the desk is being properly managed using current WFM and performance management ideologies
• Coach, develop, and oversee Supervisors to ensure they are properly maintaining skills-based roles, and proactive call management for team balance and performance to call volume arrival patterns
• Assist the Director, Service Desk Operations in putting together daily, weekly, and monthly trend reporting on service desk performance, including CSAT, KPI, SLA/SLO, and volume analysis to ensure all drivers of performance are met, and when necessary, present these reports to internal/external stakeholders
• Drive improvements in Knowledge-Based Articles usage and enhancements to improve quality and productivity around first call resolution
• Lead, manage, and/or work on assigned projects on an ad hoc basis and assist with other corporate initiatives as necessary, directed, assigned, or requested

Skills And Experience

• BA/BS in related field required, and any applicable/advanced industry certifications
• 7+ years in service desk or IT support required, preferably in an advanced leadership role
• 6+ years of experience in a management function required
• 4+ years of experience managing a fully remote workforce required
• Direct staff management experience leading service-oriented teams required
• Excellent understanding of Healthcare Terminology, software applications, phone and computer systems, and IT competencies
• Advanced workforce management expertise, with demonstrated proficiency in Genesys or similar call system software, including forecasting, scheduling, real-time analysis, and optimization of contact center operations
• Advanced ITSM (ServiceNow preferred) platform to include reporting, workflow optimization, and platform analytics knowledge
• Exceptional training and coaching skills to motivate employees
• Proven ability to work effectively with all levels of an organization, as well as with diverse team members and client bases
• Systems implementations, preferred
• Excellent customer service and communication skills, written and verbal
• ITIL Foundations certification required or able to get within six months of onboarding
• Experience with electronic health records (EHR) and like systems a plus
• Demonstrated problem-solving skills and decision-making skills
• Be comfortable working in a cross-functional/matrixed organization
• Able to work well under pressure while maintaining high productivity
• Strong attention to detail and ability to organize
• Must be able to work independently, as well as within a team environment
• Must demonstrate and embody Nordic’s maxims