Service Desk Manager

Newark, CA, United States

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Night - 08 Hour (United States of America)

This is a Stanford Health Care job.

A Brief Overview

The Service Desk Manager is responsible for the overall activity and performance of the SHC Service Desk, which provides Level 1 IT support to over 10,000 hospital, clinic, and administrative personnel in California. The Service Desk Manager will oversee shift supervisors, ensure adherence to core processes, manage performance to service levels, and ensure a high level of customer satisfaction.

Locations

Stanford Health Care

What you will do

Assist management to develop and ensure adherence to procedures and standards that drive effective service delivery.

Manage performance towards service level metrics, develop metrics to measure and assess team performance, and implement procedures to ensure continuous improvement.

Manage service desk capital and operating expenses within established budgetary targets.

Oversee shift supervisors and plan and conduct performance appraisals of Service Desk staff; administer disciplinary action, raises, bonuses and promotions.

Conduct the recruiting of Service Desk personnel and effectively manage attrition and staffing levels.

Provide escalated management support for critical issues.

Report to SHC leadership on any issue that could significantly impact the business.

Direct the development, implementation, and administration of Service Desk staff training procedures and policies.

Review survey results after customer satisfaction surveys are conducted.

Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.

Conduct outreach to end users on service experience and performance and incorporate findings into continual improvement plans.

Conduct research on emerging products, services, standards in support of service desk technology procurement and development efforts.

Attend and participate in Change Advisory Board meetings as required.

Education Qualifications

Bachelor's degree in a work-related field/discipline from an accredited college or university.

Experience Qualifications

Seven (7) years of progressively responsible and directly related work experience; Three (3) years of experience management Service Desk environments.

Required Knowledge, Skills and Abilities

Experience troubleshooting, repairing, and supporting the following:

Windows 7, Windows 8, and Mac operating systems, as well as common end user computing applications (e.g., MS Office, Outlook, VPN);

HP, Dell, Tangent, and Apple desktop/laptop hardware systems; OEM certification or at least 3 years of documented service required on at least 2 of these hardware systems;

Apple (iPad) and other common tablet computing devices;

Printers, monitors, external hard-drives, network interface cards, etc.;

Experience using ServiceNow for Incident, Service Request, and Knowledge Management preferred.

Excellent customer service orientation and verbal communication skills.

Ability to demonstrate effective business communication skills.

Licenses and Certifications

ITILF - Itil Foundation

These principles apply to ALL employees:

SHC Commitment to Providing an Exceptional Patient & Family Experience

Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.

You will do this by executing against our three experience pillars, from the patient and family’s perspective:

Know Me: Anticipate my needs and status to deliver effective care

Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health

Coordinate for Me: Own the complexity of my care through coordination

Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

Base Pay Scale: Generally starting at $66.46 - $88.05 per hour

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.

At Stanford Health Care, we seek to provide patients with the very best in diagnosis and treatment, with outstanding quality, compassion and coordination. With an unmatched track record of scientific discovery, technological innovation and translational medicine, Stanford Medicine physicians are pioneering leading edge therapies today that will change the way health care is delivered tomorrow.

As part of our spirit of discovery, we also leverage our deep relationships with luminary Silicon Valley companies to develop new ways to deliver preeminent patient care.

Learn about our awards (https://stanfordhealthcare.org/about-us/awards.html) and significant events (https://stanfordhealthcare.org/about-us/our-history.html) .