IT Manager (Service Desk)
Employment Type:
Direct Hire
Industry:
Healthcare
Workplace type:
Hybrid
Location:
Downtown Los Angeles, CA
Responsibilities:
Manage the day-to-day operation of the IT Support and Service Desk Delivery teams
Lead, mentor, and build a team of high-performing IT Support professionals
Supervise daily and weekly service desk activities
Define IT service delivery strategies and architect & optimize the IT service delivery infrastructure
Collaborate and communicate with stakeholders
Manage, prioritize, and escalate service desk inquiries appropriately across IT Department teams and Managed Services Providers.
Ensure technical issues are resolved in a timely manner and leverage industry frameworks such as ITIL
Analyse SLA statistics and ensure SLA’s are being met
Guarantee proper communication between stakeholders and IT Support Team
Qualifications:
B.S Degree in Computer Science, MIS, HIT, or related field
Several years of experience working in the healthcare industry
Several years of experience working in a Help Desk or Services Desk supervisory position
Extensive experience managing a cloud-based ticketing systems (Zendesk or ServiceNow preferred)
Knowledge of Agile methodologies and experience working in an Agile organization
Experience managing cross-functional teams
We are an equal opportunity employer and make hiring decisions based on merit.
Recruitment, hiring, training, and job assignments are made without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, or any other protected classification.
We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.
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