Byram Healthcare Mgr, IT Service Desk in White Plains, NY at Byram Healthcare

Date Posted: 6/20/2018

Job Snapshot

Job Description

POSITION SUMMARY

 

Leads and manages the IT Service Desk Team. Delivers superior customer service and assists with resolving end user technical issues. Ensures continuity of IT services for users by providing technical expertise, assistance, and project coordination when needed.



ESSENTIAL JOB FUNCTIONS: 

1.       Manages and leads the Service Desk Team.

2.       Ensures customer service is timely and accurate on a daily basis.

3.       Recruits, trains, develops, and supports the Service Desk Team.

4.       Responds to end user issues by actively engaging end users and responding to queries, complaints, and compliments.

5.       Establishes, maintains, and adjusts IT best practices throughout the entire Technical Support process.

6.       Develops metrics to measure the Service Desk productivity.

7.       Provides technical leadership and continuous development of the Service Desk Team.

8.       Assists in implementing practices that will more effectively utilize IT resources.

SUPPLEMENTAL JOB FUNCTIONS:  

1.      Performs additional duties as directed. 



Qualifications

EDUCATION & EXPERIENCE REQUIRED:  

  • Bachelor's degree in Computer Science or related field
  • Minimum of 5 years' experience in an IT management / leadership role
  • Previous experience and knowledge of ServiceNow, Altiris Deployment Solutions, Sophos Enterprise, MDM Solutions, Airwatch and Avaya Telephony strongly preferred

KNOWLEDGE SKILLS & ABILITIES:

  • Strong analytical and logical problem solving skills
  • Ability to give technical instructions to non-technical users
  • Communicates effectively and persuasively, both verbally and in writing
  • Manages time and resources effectively through strong organization, multi-tasking, delegation, time management and project management skills
  • Demonstrated skill and confidence in proactively building relationships with top tier partners/leaders both internally and externally
  • Energetic, flexible, collaborative and proactive team leader who welcomes challenges
  • Strong ability to anticipate future needs of the organization


ADDITIONAL REQUIREMENTS:  

  • Ability to travel domestically up to 10%
  • Ability to work various shifts
  • May work extended hours on occasion

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