Reference #: 5001012539706Service Desk Manager111 Elwyn Rd, Media, Pennsylvania 19063

　　Location: RemoteSchedule: Monday - Friday, 7am-4pm ESTPay Rate: $34 - $44 per hourPOSITION SUMMARY: Under the direction of the Director of IT Operations, the Service Desk Manager develops, plans, directs, and implements policies and procedures for the Service Desk Team to support all Elwyn Technical Services to include desktops, laptops, peripherals, and supported applications and operating systemsDUTIES AND RESPONSIBILITIES:Manages the day-to-day call center and ticket queue operations to ensure customer expectations are met in accordance with expected service levels with tasks including but not limited to managing call queue wait times to set standards, reviewing customer satisfaction surveys, assigning tickets to service desk agents when appropriate, monitoring service desk email queue, etc. to ensure best-in-class customer serviceSets and manages staffing levels and schedules for phone coverage to assure adequate staffing levels to handle anticipated service call volumeProvide supervision of assigned staff in the areas including, but not limited to, recruitment, selection, leadership, coaching, training, performance management, promotion, discipline and terminationSets service level metrics in alignment with industry best practices for both phone and ticket queues related to quality and productivity measuresEnsures team has the required tools and software, including ticket desk management system, voice over internet protocol (VOIP), asset tracking and management platform, etc., to identify, document, track, and resolve reported issues including but not limited to network outages, identified desktop support issues impacting end-users, password resets, application support, etc.Works with peers to develop cross-functional support and escalation processes by keeping constant communication with other IT functional areas, through the use of Teams, remote access, chat, email, etc.Assists the Service Desk lead in developing coaching and training programs for Service Desk team, including but not limited to identifying key areas of training opportunities and skill gaps, training programs for application-specific uses, ad hoc troubleshooting incoming call issues, etc.Identify opportunities for automation and shifting tasks to the Service Desk Team to ensure broader-based customer support, service, and satisfaction by staying up to date with latest helpdesk management solutions and trendsReviews customer satisfaction surveys to ensure customer service standards are met in a timely manner and follows-up by ensuring substandard tickets are appropriately escalated for higher tier issue resolutionDevelops weekly performance reports for Director of IT, including customer satisfaction survey results, ticketing software metrics, VOIP queue analytics, etc.Develops Knowledge Base lifecycle for Service Desk repository by assigning update tasks to service desks agents when available and as appropriate and identify common service requests and issues to build self-service workflows for use by end-users and service desk agents to quickly and efficiently resolve issues to closureDevelops communications for customers and management teams to quickly respond and alert to enterprise-wide issues, outages, and other important IT-related topics for customer service end usersWorks with Service Desk lead to proactively identify opportunities for continuous improvement in Service Desk operations and proceduresAs needed, schedule employees work times to provide off-hours, holiday, and back up supportPerforms other duties as assignedIMMEDIATE SUPERVISOR: Director, IT OperationsCONTACTS:  Elwyn staff and vendors.DIRECT REPORTS: Service Desk AnalystsEDUCATION/EXPERIENCE/SKILLS REQUIREMENTS:Associates degree related to Information Technology or related field preferredFive (5) years of experience in IT support roleDemonst ated leadership skills in an IT support function with at least three (3) years of supervisory experienceDemonstrated ability to work effectively as part of a teamAbility to work in a fast-paced environment and manage and prioritize multiple, often competing, prioritiesDemonstrated strong attention to detailDemonstrated strong time management and organizational skillsDemonstrated excellent judgment with the ability to independently solve problems and make decisions with little or no need for direct supervisionDemonstrated ability to anticipate future needed changes or identify problem areas and take effective actionsMust possess excellent customer interaction, collaboration, presentation, and written and verbal communication skillsExperience using/knowledge of Electronic Health Record (EHR) / Electronic Medical Record (EMR) preferredMust have current, valid driver's license in state of residence, three (3) years driving experience in the United States, and acceptable driving recordExtensive advanced knowledge of entire Microsoft Office SuiteUnderstanding of Microsoft Active Directory account managementDemonstrated ability to work effectively with management and executive level personnelKnowledge of Service Desk Service Request applications (ticketing software) preferredGeneral understanding of networking and Internet Protocol (IP) phone systemPHYSICAL DEMANDS/ENVIRONMENTAL PROFILE: See Physical Demands Checklist below which represents the general physical demands and environment conditions to which the employee holding this position must meet, in addition to the duties and responsibilities listed above, to successfully perform the essential functions of this job. Elwyn will engage otherwise qualified candidates for this position whose disabilities may require reasonable accommodations to enable an individual to perform the essential functions.Elwyn reserves the right to revise or change job duties and responsibilities as needed. This job description is not meant to be an all-inclusive statement of duties and responsibilities of the job nor does it constitute a written or implied contract.

　　Elwyn is an Equal Opportunity Employer. Elwyn does not discriminate on the basis of race, color, religion, creed, ancestry, pregnancy status, medical condition, gender, gender identity or expression, genetic information, sexual orientation or identity, age, national origin, citizenship, handicap status, marital or family status, mental or physical disability, perceived disability, military or veteran status, political activities or affiliations, or any other characteristic protected under applicable federal, state or local law, ordinance, or regulation.ELW - 17022111 Elwyn Rd, Media, Pennsylvania 19063Full-timeNon-UnionInformation Technology

　　Elwyn is an Equal Opportunity Employer. EOE AA M/F/Vet/Disability

　　We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.