JOB SUMMARY:

The Service Desk Manager oversees a team of analysts, outsourced resources, and vendors handling hardware, software, and application incidents as well as service requests from staff and physicians. Responsibilities include managing inquiries related to computers, telephones, applications, and systems. The manager coordinates and assigns work to analysts, communicates productivity expectations, deadlines, and service levels, and develops training programs to standardize operations, and implement automation of routine work. Additional duties encompass staff management, including hiring, terminations, evaluations, and providing ongoing feedback. The manager resolves interpersonal conflicts and ensures retention of complex information related to the knowledge base. Reporting to the Chief Technology Officer (CTO), the manager proactively communicates about productivity trends and identifies potential issues for resolution. Time allocation includes 75% managing others, 10% acting as system administrator for the ITSM tool, 10% on project work and facilitating IM cross-functional ITIL processes as change manager, and 5% in vendor management. This role is essential for maintaining effective service desk operations and ensuring high-quality support to the organization.

MINIMUM QUALIFICATIONS:

H.S. Diploma,GED,or Equivalent

2 Years of Experience

PREFERRED QUALIFICATIONS:

Bachelor's Degree

5 Years of Experience

The expected hiring range for this position is $48.03 to $66.06

Rady Children’s Hospital is committed to compensation that is externally competitive and internally equitable. We demonstrate this commitment by conducting regular market reviews to remain competitive with organizations of similar size in the nonprofit, healthcare sector. The range listed above does not represent the full salary range for the position but is the expected hiring range for qualified candidates. Compensation decisions consider a variety of factors including experience, education, licensure, unique skillsets, organizational need, and internal equity. This posting will remain open from the “date posted” until the hiring manager has determined there is a sufficient applicant pool or until the position is filled.