Service desk manager

Why choose Eden? As a 100% Employee Owned company, we recognize that our people are our most valuable asset. We honor their importance by our recognition that all employees be treated with respect and integrity at all times. We’re interested in you and want you to succeed. Our business is growing rapidly and we want you to grow with us. We have infinite room for advancement, both personally and professionally. We work hard to match you with a position that best fits YOUR skills and YOUR availability. In addition, Eden Health is a Certified Great Place to Work company, 7 years in a row!

The Eden Difference:

We bring Connected Care Home through our Core Values of Empathy, Dedication and Integrity to our clients, patients and Employees. Besides a strong family oriented culture unique to Eden, we offer:

• Benefits starting as early as 30 days after start date
• Employee Discounts on travel, resorts, car rentals, Columbia and so much more!
• Employee Hardship Fund
• Bonuses Program
• Employee Stock Program (ESOP)
• Employee Wellness. Family first culture
• Paid Time Off for a Personal Day of your choosing
• Financial Planning through Unum
• Free Counseling Sessions through Unum

Career Benefits:

• Training and educational Assistance
• Career Advancement Opportunities

Financial Benefits:

• 401k Retirement Savings Plan
• Employee Stock Ownership Plan
• Flexible Spending Accounts
• Life, Accident, & Disability Insurance
• Paid Holidays
• Continuing Education Credits are paid for – we offer online and in-person education
• Discounts with AT&T Wireless, National and Enterprise car rentals
• Discounted tickets to a variety of events (Disney Land, Disney World, Universal Studios, SeaWorld, Local Concert/Sporting Events, Hotels/Resorts, etc.)

Personal Benefits:

• Paid sick leave and vacation time – eligible employees start accruing time on their first day of employment
• Identity Theft Protection
• Employee Assistance Program
• Employee Hardship Fund
• Floating Personal Holiday – use it on your birthday or any other day of the year!
• Dental, Medical, Vision available for full-time status

Responsibilities:

• Manage the Service Desk team
• Oversee the team in the following areas as outlined in their job descriptions:
• Customer Interface
• Incident Management
• Major Incident Management
• Request Fulfillment
• Performance Management
• Problem Management
• Service Level Management
• Schedule IT on call rotation
• Escalations
• Notify IT Director and other leaders as appropriate, with regular status updates.
• Oversee alerts being sent out to users for outages and other major incidents.
• Develop existing and new processes
• Training and Documentation
• Document processes and train service desk team on those processes
• Ensure customer-facing documentation has been created for all major systems by coordinating with the appropriate SMEs.
• Train BOMs and GMs on IT processes
• Mentoring
• Coach and empower Service Desk team members to grow both in their position and IT careers.
• Give regular feedback and direction.
• Reports
• Provide regular reports for Service Desk incidents and service requests
• Project Management
• Planning
• Develop new project plans and templates
• Ensure project discovery is accurate
• Coordinate resource availability
• Provide task descriptions, checklists and documentation as needed for project resources to execute their assigned tasks.
• Ensure project budgets are accurate
• Provide project overview, timelines, and budgets to stakeholders.
• Management
• Coordinate onsite and remote resources during execution
• Provide regular updates to stakeholders
• Communicate roadblocks and potential solutions to minimize impact to the project stakeholders

Qualifications:

• Associate’s Degree in Information Systems or related field is desirable.
• Microsoft, CompTIA, ITIL and CAPM certifications or equivalent experience is desirable.
• 4+ years of relevant technical experience.
• 2+ years of management experience.