Mngr Incident & Service Desk - Boys Town : Job Details

Provides direction to the support team and ensures monitoring and incidents are handled in a customer-focused and quality-driven manner. Oversees all aspects of the incident management process, from evaluation to resolution using ITIL practices. Oversees the daily Service Desk operations and manages technical support staff within an IT support call center (i.e. managing coverage scheduling, performance metrics, knowledge management and the onboarding of new support options). MAJOR RESPONSIBILITIES & DUTIES: Manages incident monitoring and response for all infrastructure, computer support operations, and staff throughout the Boys Town organization. Provides solutions for IT issues including desktops, laptops, printers, mobile devices and tablets.

• Leads a team that manages and coordinates responses to information technology incidents which may occur at all Boys Town site locations, Hospitals and Clinics.
• Hires, manages, and evaluates staff supporting IT applications, hardware, and software. Engages staff to ensure more proactive planning and support, as well as flexibility and adaptability in meeting changing needs.
• Ensures operational demands and commitments are met; builds a support center in alignment with organizational strategies.
• Provides analytics on departmental metrics, benchmarks, and key performance indicators to ensure the highest level of customer support and satisfaction are achieved.
• Conducts regular team meetings to set short- and long-term objectives, policies and operating procedures for end user support.
• Leads staff that provides primary and secondary level phone and onsite support for computer related and software and hardware problems.
• Manages the processing of incoming calls to the Desktop Support team through various means of communication to ensure courteous, timely, and effective resolution of end user issues.
• Responds to escalated requests for support via telephone, email, and in person.
• Provides continual service improvement, effectiveness and efficiency of IT processes and services.
• Assists users and managers with defining requirements and recommends and implements desktop hardware and software solutions.
• Coordinates hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Provides standardized training for Support personnel to support hundreds of applications and end-user devices in a multinational youth care organization.
• Designs and updates process and procedure documentation, knowledge base maintenance, and escalation chains to provide smooth transition for all end-user support and security issues.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Ability to handle multiple tasks at once, to prioritize, and demonstrated follow-through skills with attention to detail on each task assigned.
• Ability to manage competing priorities with little direction.
• Possess a demonstrated continuous improvement mentality.
• Ability to demonstrate adaptability to change.
• High level of professionalism and interpersonal skills; excellent critical thinking, analytical, and problem-solving skills.
• Ability to communicate at all levels in the organization and with external contacts in an articulate, professional manner while maintaining necessary degree of confidentiality.
• Ability to motivate support staff to provide continuous improvement in response to customer feedback.
• Ability to successfully lead a team of associates.

REQUIRED QUALIFICATIONS:

• Bachelor's degree in Computer Science, related field, or equivalent combination of education and experience required.
• Minimum 3 years of supervising Incident Management using ITIL practices required.

PREFERRED QUALIFICATIONS:

• Minimum 3 years of technical Desktop Support experience; experience with Windows OS preferred. MAC/Apple preferred.
• Help Desk applicable support certifications preferred.
• Microsoft and Comp TIA A+ certifications preferred.

Diversity is more than a commitment at Boys Town-it is the foundation of who we are and what we do. At Boys Town, we cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation, and delivers better business results About Boys Town: Boys Town has been changing the way America cares for children and families since 1917. With over a century of service, our employees have helped us grow from a small boardinghouse in downtown Omaha, Nebraska, into one of the largest national child and family care organizations in the country. With the addition of Boys Town National Research Hospital in 1977, our services branched out into the health care and research fields, offering even more career opportunities to those looking to make a real difference. Our employees are our #1 supporters when it comes to achieving Boys Town's mission, which is why we are proud of their commitment to making the world a better place for children, families, patients, and communities. A unique feature for employees and their dependents enrolled in medical benefits are reduced to no cost visits for services performed by a Boys Town provider at a Boys Town location. Additional costs savings for the employee and their dependents are found in our pharmacy benefits with low to zero-dollar co-pays on certain maintenance drugs. Boys Town takes your mental health seriously with no cost mental health visits to an in-network provider. We help our employees prepare for retirement with a generous match on their 401K or 401K Roth account. Additional benefits include tuition assistance, parenting resources from our experts and professional development opportunities within the organization, just to name a few. Working at Boys Town is more than just a job, it is a way of life. This advertisement describes the general nature of work to be performed and does not include an exhaustive list of all duties, skills, or abilities required. Boys Town is an equal employment opportunity employer and participates in the E-Verify program. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and/or expression, national origin, age, disability, or veteran status. To request a disability-related accommodation in the application process, contact us at 1-877-###-####.