Manager - Service Desk - Greenville, NC

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Vidant Health

Full Time



About Vidant Health

Vidant Health, located in eastern North Carolina, is a comprehensive health system that is made up of 9 hospitals that serve 1.4 million people in 29 counties. Vidant Health includes Vidant Medical Center, community hospitals, physician practices and partners that collaborate with Vidant Health to enhance the quality of life of our patients.

Information Services at Vidant Health

Vidant Health offers comprehensive Information Technology (IT) services and infrastructure to support and enable all aspects of organizational operations. Our IT division consists of a state-of-the-art data center located in Greenville, NC. The data center services all information technology needs of Vidant Health facilities. Vidant Health has been recognized as one of the 100 Most Wired healthcare organizations by Hospitals and Health Networks magazine. All Vidant Health owned or leased hospitals are on a common IT platform, including our electronic health record (EHR) that uses Epic's suite of applications. Vidant Health has achieved Meaningful Use Stage 1 recognition and is also approaching Stage 7 for HIMSS Analytics’ Electronic Medical Records Adoption Model (EMRAM) recognition.


The Service Desk Manager is responsible for day-to-day leadership of the ITIL-aligned Service Desk team, which provides support and service to customers across the organization to effectively resolve their daily technology challenges. This position ensures the team meets or exceeds service commitments while providing outstanding customer support with a focus on quality, consistency and continual service improvement. The Service Desk Manager also plays a key role in Service Management process development and implementation to support the IS strategy of continual improvement in quality, reliability and efficiency of IS service delivery. This position demonstrates proven leadership, communication and interpersonal skills to interact effectively with IS and the enterprise. This position reports to the Director, Service Management.

  • Ensures Service Desk staffing, processes and technology are aligned and leveraged to the fullest to provide optimal responsiveness and resolution while ensuring customers have a positive service experience.
  • Creates a team oriented, professional work environment and demonstrates a commitment to employee professional development. Actively coaches and mentors team members, and ensures staffing plans support a focus on recruiting, retaining and developing talent while meeting team and organizational goals. Prepares and conducts performance reviews using individual metrics, call and incident review records and other identified criteria, and recommends appropriate actions.
  • Develops and drives team goals for call, ticket, and quality performance based on performance standards. Ensures that daily, weekly, and monthly metrics, key performance indicators, status reports, and graphical reporting aids are completed and continually improved to meet the needs of the department and customers. Maintains individual team metrics and uses results to help develop individuals and improve team performance. Establishes a cycle of continual service improvement with measurable improvement targets.
  • Oversees the implementation of a comprehensive, continuously improving Knowledge Management process, including implementation of a knowledge base for facilitating customer self-service and faster, more efficient incident resolution.
  • Collaborates with other IS teams and customers to identify and implement improvements to IS service delivery. Effectively communicates to ensure awareness, understanding and support of service management processes. Participates in the development of standards, policies, processes and procedures and ensures staff adherence.
  • Demonstrates a commitment to building and maintain relationships with business partners throughout Vidant Health by being an accessible resource to internal as well as external customers. Consistently communicates pertinent information to employees, leadership, and customers in a clear, concise, and timely fashion.
  • Develops and participates in project planning for new projects, user requests and enhancements to ensure effective transition of support to the Service Desk. Estimates resources required to complete and support major initiatives including personnel and technical components.
  • Performs project management functions on assigned Service Management projects, to include, scope documentation, task assignment, budget tracking, issue tracking, and project reporting.
  • Demonstrates a commitment to personal development by maintaining professional knowledge of current trends and developments in Information Services and Health Care industries through related seminars, independent study, professional associations and conferences.

Minimum Requirements

  • Bachelor’s degree or equivalent professional level of relevant work experience.
  • ITIL Foundation certification strongly desired.
  • 7+ years working in Information Services, with experience in a Service Desk, technical or customer support role.
  • 3+ years prior experience leading an IS Service Desk strongly desired.
  • Hands on experience using enterprise ITSM toolsets (such as ServiceNow, BMC, HP or CA) and Service Desk support tools (ACD, call monitoring, remote control, etc.).
  • Previous direct experience with ITSM process/tool implementation and/or ITIL Intermediate preferred.
  • Previous experience supporting a health care organization preferred.
  • Excellent verbal and written communication skills.
  • Ability to influence, work with, and coordinate cross-functional teams of technical and nontechnical staff to successfully achieve organizational goals and objectives in a changing environment.
  • Acute attention to detail and accuracy.
  • Ability to prioritize and manage multiple assignments simultaneously.
  • Proven experience in maintaining schedules, documentation, communications, and meeting deadlines.
  • Strong analytical and problem solving skills. A critical thinker who uses their expertise to make sound decisions.

Other Information

  • Frequency and duration of travel is dependent on organizational priorities and the need for face-to-face interaction with operating unit leadership and staff. Travel to Vidant Health Community Hospitals, Physician Practices and offsite locations. Participation in vendor user groups, education forums and other professional associations may require out-of-town travel.

General Statement

It is the goal of Vidant Health and its entities to employ the most qualified individual who best matches the requirements for the vacant position.

Offers of employment are subject to successful completion of all pre-employment screenings, which may include an occupational health screening, criminal record check, education, reference, and licensure verification.

We value diversity and are proud to be an equal opportunity employer.   Decisions of employment are made based on business needs, job requirements and applicant’s qualifications without regard to race, color, religion, gender, national origin, disability status, protected veteran status, genetic information and testing, family and medical leave, sexual orientation, gender identity or expression or any other status protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer, or against any individuals who assist or participate in the investigation of any complaint.


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