Girling Home Care of NY is looking for an experienced and reliable IT Service Desk Director to fill an open position in our Brooklyn office. We are seeking a highly skilled and experienced hands-on IT Service Desk Manager to oversee our IT service desk operations. The ideal candidate will have at least 5 years of management experience in healthcare IT, with a strong background in leading service desk teams, implementing ITIL best practices, and ensuring exceptional customer service delivery. The IT Director will be responsible for the below:
Key Responsibilities:
- Manage and lead the IT service desk team, providing guidance, coaching, and support to ensure optimal performance and employee development.
- Develop and implement service desk policies, procedures, and standards aligned with industry best practices and regulatory requirements.
- Oversee the day-to-day operations of the service desk, including ticket management, incident resolution, and service request fulfillment, ensuring timely and effective response to user inquiries and technical issues.
- Monitor service desk performance metrics, analyze trends, and identify areas for improvement to enhance service quality, efficiency, and customer satisfaction.
- Collaborate with IT leadership and cross-functional teams to prioritize and escalate critical issues, coordinate resolution efforts, and implement proactive measures to prevent recurring incidents.
- Establish and maintain strong relationships with internal stakeholders, including clinical staff, administrative personnel, and IT teams, to ensure alignment of IT services with organizational goals and priorities.
- Lead initiatives to optimize service desk processes, tools, and technologies, leveraging automation and self-service capabilities to enhance user experience and reduce resolution times.
- Develop and deliver training programs, knowledge base articles, and documentation to support end-users and empower them to utilize IT services effectively.
- Stay informed about emerging technologies, industry trends, and best practices in healthcare IT service management, and proactively recommend innovative solutions to enhance service delivery and support organizational objectives.
Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or related field required; Master's degree preferred.
- Minimum of 5 years of experience in IT service desk management, with a focus on healthcare IT.
- Strong understanding of IT service management principles, processes, and frameworks (e.g., ITIL, HDI).
- Proven leadership and management skills, with the ability to motivate and inspire a team to achieve excellence.
- Excellent communication and interpersonal skills, with the ability to interact effectively with stakeholders at all levels of the organization.
- Demonstrated experience in developing and implementing service desk policies, procedures, and performance metrics.
- Knowledge of healthcare industry regulations and standards (e.g., HIPAA, HITECH) and their impact on IT service delivery.
- Experience with service desk tools and technologies, such as incident management systems, knowledge bases, and remote support solutions.
Benefits:
- Health, Dental, Vision
- 401k + Company match
- Paid holidays.
- PTO package
- Paid orientation
- Employee Referral Program
Job Type: Full-time
Pay: $110,000.00 - $125,000.00 per year