Job Description:

We are seeking an experienced Service Desk Manager with a strong background in Healthcare IT to oversee our Service Desk operations. The ideal candidate will have proven expertise in managing IT support teams, supporting various healthcare applications, and effectively managing Service Level Agreements (SLAs) to ensure high-quality service delivery.

Responsibilities:

Team Management:

Lead and manage the Service Desk team, providing direction, coaching, and mentoring to ensure high performance and professional development.

Establish team goals, objectives, and performance metrics aligned with organizational objectives.

Conduct regular performance evaluations, provide feedback, and implement strategies to optimize team efficiency and effectiveness.

Healthcare IT Support:

Oversee the support and troubleshooting of healthcare applications and systems, including Electronic Health Records (EHR), Medical Imaging systems (PACS), Practice Management systems, and other healthcare-specific software.

Ensure timely resolution of incidents and service requests, prioritizing critical issues impacting patient care and healthcare operations.

Collaborate with other IT teams and healthcare stakeholders to resolve escalated issues and implement system enhancements.

SLA Management:

Manage Service Level Agreements (SLAs) for incident resolution and service request fulfillment, ensuring compliance and achievement of performance targets.

Monitor SLA performance metrics, analyze trends, and implement continuous improvement initiatives to enhance service delivery and customer satisfaction.

Communicate SLA performance and service delivery updates to stakeholders, including senior management and healthcare providers.

IT Service Management:

Develop and implement IT service management processes and procedures based on ITIL framework principles, tailored to healthcare environments.

Foster a culture of continuous improvement and service excellence within the Service Desk team.

Stay updated on industry best practices, emerging technologies, and regulatory requirements relevant to healthcare IT support.

Requirements:

Bachelor’s degree in Information Technology, Computer Science, Health Informatics, or a related field (or equivalent experience).

Proven experience as a Service Desk Manager or in a senior support role within Healthcare IT, with a strong background in managing IT teams and supporting healthcare applications.

Expertise in SLA management and demonstrated ability to drive SLA compliance and performance improvement.

In-depth knowledge of healthcare applications such as EHR systems (e.g., EPIC, Cerner), Medical Imaging systems (e.g., PACS), and Practice Management systems.

Strong understanding of ITIL framework and IT service management best practices, with ITIL certification preferred.

Excellent leadership, communication, and interpersonal skills, with the ability to collaborate effectively with diverse teams and stakeholders.

Ability to thrive in a fast-paced environment, prioritize tasks effectively, and adapt quickly to changing priorities and technologies.