Service Desk Manager
Location: Leawood Kansas
Description: Ascend Learning is employing Service Desk Manager right now, this job will be placed in Kansas. More details about this job opportunity kindly read the description below. Ascend Learning, LLC (www.ascendlearning.com httpwww.ascendlearning.com ) is a leading provider of technology-based educational, curriculum and assessment solutions for the healthcare industry and other vocational fields. Ascend is ! renowned for delivering solutions that result in higher-performing student results at a lower cost, from nursing to allied health and fitness training to OSHA compliance training and insurance. Ascend employs more than 900 employees in 35 states. Customers range from schools of nursing to institutions of higher education, corporate health and wellness organizations and major Fortune 500 insurance companies.
Ascend’s portfolio companies consist of Jones and Bartlett Learning, ATI Nursing Education, the National Healthcare Association, ExamFX, the National Academy of Sports Medicine, Boston Reed, Advanced Informatics and ClickSafety. Position Summary Reporting to the Director of Technical Services, the Service Desk Manager is the senior leader responsible for the day-to-day management and oversight of the IT service desk organization and may include local and remote resources as well as outsourced staff. This position may be located in Ascend’s Burlington, Massac! husetts (Boston area) or Leawood, Kansas (Kansas City area) of! fice. The Service Desk Manager will participate in the overall strategic planning effort for our client’s contracted services and investigate and execute on opportunities to streamline operations in an effort to continually provide a higher level of customer service to our clients.
This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests including the monitoring, tracking, and coordination of IT help desk functions. The Service Desk Manager will also support other Contact Center functions as business needs dictate and should be viewed as a trusted advisor on Contact Center best practices. Service Desk definition could expand beyond traditional technical functions as support boundaries are reviewed and product lines evolve and needs vary by business unit. Priorities and Responsibilities The Service Desk Manager functions as a service delivery manager for all help desk servic! es provided to our clients including Strategy Planning, Acquisition Deployment and Operational Management.
Ideal candidates must be a strong leaders and team builders who will move the organization to proactively managing our client’s technical issues. There will be heavy focus on customer interaction and overall client satisfaction. Our client’s environments are generally large Microsoft shops, so a strong background with this environment is critical. Specific Responsibilites Manage the process of all incoming requests from the clients to ensure timely and effective resolution of all issues with a focus on an excellent client experience.
Design and enforce all processes and procedures related to communication, escalation, contact management, and improving the quality of the services we provide to our client Manage to maintain and exceed our service level commitments to the clients and implement the necessary enhancements should we not meet the SLA Imp! lement a management and reporting structure “Balanced Scorecard†th! at is data-driven and provides the ability to identify key metrics and manage the underlying data and evolving trends to continually meet and exceed these metrics Implement a culture focused on continual improvement on first call resolution with strong collaboration with the internal support teams and the offshore team to continually centralize appropriate Tier 2 tasks into the Service Desk Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendation Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users Act as liaison and customer advocate between client, internal and offshore technical support teams, and the customer base for communications as part of the problem management process. Train, coach, and mentor staff Conduct performance appraisals of all Service ! Desk staff Attend regular management meetings as well as training seminars, conferences, and trade shows to broaden knowledge of current and future Help Desk issues and technologies Provide necessary project communications Required Skills and Experience Bachelor’s Degree in Computer Science or Engineering, or equivalent combination of education and experience. Technical certifications a plus recently worked for healthcare, commercial software, andor high-technology companies minimum of 5 years preferred, in a large enterprise leading a technical support or customer service team demonstrates progressive experience with application support and managing a support team in an enterprise environment experience managing multi-site teams as well as outsourced resources proven track record in developing and providing SLA and Service Desk deliverables working knowledge of modern technologies and demonstrates the ability to relate them to financial and clinical technology applicatio! ns demonstrates knowledge of computer hardware experience with applicat! ions and systems software troubleshooting and support displays excellent interpersonal, organization, communication, time management, and customer service skills has current experience showing a strong sense of urgency in respect to dealing with customer related issues is a proven team player service desk manager
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If you were eligible to this job, please email us your resume, with salary requirements and a resume to Ascend Learning.
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This job starts available on: Wed, 07 Aug 2013 14:51:42 GMT
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