Empower Every New Yorker - Without Exception - to Live the Healthiest Life PossibleNYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city's five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers, without exception, to live the healthiest life possible.At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.
Job DescriptionJob SummaryService Desk Manager for NYCHH, which serves seven hospital networks and the central office. Reporting to the Consolidated IT Service Desk Assist Director, the Service Desk Manager will manage the operations of the Service Desk during assigned tours (1,11 or Ill) and the staff that provide the front-line, level I, IT support. The Service Desk Manager will monitor and answer the Service Desk phone, e-mail message queues, and auto-triggered request queues; providing support and customer service to users, promote, escalate problem, incident, work orders and request action items. Provide real-time Service Desk coverage to meet and exceed service level requirements and end-user expectations
Duties & ResponsibilitiesGeneral tasks and responsibilities will include:
- Supervision of Service Desk Staff during Assigned Tours
- Serving as point of information and direction for questions or inquiries from Service Desk Analysts and Sr's
- Addressing urgent staffing issues, such as identifying fill-in staff when necessary, and reallocating responsibilities
- Facilitating conflict resolution when necessary between staff, clients, and management
- Conducting team meetings, communicating recommendations for improvement as necessary, and providing status reporting to the Assist Service Desk Director
- Completing any shift administration responsibilities, such as reports, communications, hand-off
- Providing assistance in troubleshooting technical issues, and liaising with technical support
- Management of Level 1 and 1 Service Requests, work orders and Incidents from Report to Resolution
Providing Support and Services to Users, Seeking to Resolve as Many Calls as Possible
- Checking the knowledge base for known errors and communicating updates and information
- Providing support for issues related to password resets, MS Office, and Windows, as well as some issues related to security access, printer queues, and business applications
- Meeting or exceeding the organization's tier 1 closure goal
- Identifying problems for submission to problem management process
- Performing root-cause analysis on IT and end-user support issues; evaluating documented resolutions and analyzing trends and developing appropriate technical or training solutions to prevent repeated future problems
- Providing Customer with a Single Point of Contact for Service Desk Activities, for workorders, Problems, Incidents and Request Items
- Communicate the priority and level of service to the customer to ensure that services are clear
- Continuing to communicate progress with customers, as per identified procedures
- Providing a positive experience to clients through meeting and exceeding customer expectations, and engendering confidence that requests will be resolved
- Meeting or exceeding customer expectations and enabling the perception the customer's positive perception of IT
- Continuous Process Improvement of the Service Desk Area
- Remaining technically knowledgeable and current on all Service Desk tools and products in use in EITS
- Participating in opportunities to learn about NYCHHC applications and infrastructure, improving way to support the users
- Assisting with the design, implementation and supervising processes to improve the workflow process of projects, implementations/installations and the service desk.
Minimum Qualifications1. A Baccalaureate Degree in Business Administration, Finance, Accounting or related fields; and,2. Five years of progressively responsible experience in the fields of administration, office management, methods analysis, systems analysis and documentation, forms designs and control, two of which shall have been in data processing and management information systems; and,3. General knowledge of computer and communication capabilities, E.D.P. applications, systems analysis methodology, data management and information retrieval techniques; or,4. Satisfactory combination of equivalent experience and education.
Department PreferencesKnowledge, Skills, Abilities and other Requirements:
- Experience providing support for applications and infrastructure, e.g. e-mail, MS Office, Windows, desktops
- Knowledge of multi-platform processing and tools used for incident tracking and trending
- Knowledgeable of multi-data center environment
- Strong interpersonal skills
- Knowledgeable of hospital environment, services and applications
- Demonstrated commitment to quality client support and customer satisfaction
- Strong business acumen, analytical, problem solving
- A self-motivated team player who is able to work independently
- Ability to work in a stressful environment, and manage customer complaints
- ITIL foundation certified/follow ITIL Service Desk best practices
- Experience managing Service Desk queues in a diverse environment including phone, web, and agent alert ticket initiation
- Experience providing IT support in a hospital environment
- Experience Managing staff
- Experience with integrated Service Desk processes to support integrated Monitoring and Service Desk
- Experience with at least one Service Desk Tool to support automated Service Desk and Service Desk activities
- Experience classifying incidents, requests, and work orders
Years of Experience:
- 3+ years' experience in customer service
If you wish to apply for this position, please apply online by clicking the Apply for Job button.If applying online, please include your cover letter in the same file attachment with your uploaded resume.NYC Health and Hospitals offers a competitive benefits package that includes:
- Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
- Retirement Savings and Pension Plans
- Loan Forgiveness Programs for eligible employees
- Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
- College tuition discounts and professional development opportunities
- Multiple employee discounts programs
Note: Candidates selected for a position are required to come to NYC as part of their onboarding.