Service Desk Lead

Title: Service Desk Lead

Location: Long Beach Memorial Medical Center

Department: IS Enterprise Site Services

Status: Full Time

Shift: Days

Pay Range*: $75,961.60 - $110,198.40

At MemorialCare Health System, we believe in providing extraordinary healthcare to our communities and an exceptional working environment for our employees. Memorial Care stands for excellence in Healthcare. Across our family of medical centers, we support each one of our bright, talented employees in reaching the highest levels of professional development, contribution, collaboration and accountability. Whatever your role and whatever expertise you bring, we are dedicated to helping you achieve your full potential in an environment of respect, innovation and teamwork.

Position Summary

MemorialCare’s Service Desk is responsible for providing first tier support to all end-users of the enterprise. Because the Service Desk is the end-user’s first point of contact standard, all Service Desk staff must have a basic understanding of technical and systems issues as well demonstrated competence using knowledge tools and the Service Desk Information System. Once issues are assessed and identified, the Service Desk either resolves or forwards to the appropriate downstream resource for further analysis and resolution. First tier issues typically fall into categories of device, software, network or telecommunications and are readily resolved with tools or expertise. Service Desk staff are expected to manage incidents, requests and tasks utilizing available tools.

Understanding and upkeep of the knowledge documentation is a critical function of Service Desk and all such documentation for support of technology and systems resides in a common catalogue. Changes to support processes, contact information, restructuring of roles and positions that impact problem solving/resolution, vendor changes all require updates to documentation. Additionally, when new systems, functions or features are made available or are in use by the end-user community, the Service Desk must have documentation that describes the change and the support process and resources assigned to it. This ensures the proper handling of issues and questions when users request assistance through the Service Desk and Information Services as a whole.

The Service Desk has the best handle on an issue in terms of the level of scope because of the monitoring of end-user communication received throughout the various areas of the organization. As such, Service Desk staff are relied upon to provide details related to incident management regarding overall impact of issue, the nature of the issue, and whether recovery attempts are successful. Staff are expected to gather information, summarize, and work with leadership to communicate updates as needed to the end-user community so that appropriate planning for downtime or systems interruption can occur. They work within the incident management process with the goal of restoring services as soon as possible with the appropriate parties.

The Service Desk Lead provides leadership and support to the overall Service Desk staff. Their primary role is to manage the team’s daily operations, ensure resolution and response times are within established Service Level Agreements (SLAs) and monitors the qualitative aspects of service delivery aligning all with MemorialCare values. The Service Desk Lead trains and leads the team towards a consistent and repeatable, excellent end-user experience, which includes resolving potential or actual technical issues, troubleshooting software packages, hardware devices, and other peripherals. In terms of end-user requests, the Service Desk Lead continuously assesses and optimizes team performance, documentation and proper handling of telephone, email, or in-person incidents, requests, and other like tasks. They perform standard leadership duties such as staff training and development, preparing training programs, performance monitoring, as well as providing input regarding new hires, transfers, and terminations. The Service Desk Lead designs, creates, and analyzes metric reports to illustrate and monitor Service Desk performance and continuously tracks Key Performance Indicators (KPIs) for improvements or needed adjustments. The Service Desk Lead acts as a liaison and facilitator between staff and upper leadership, between Information Technology staff and the end-user community, and is an advocate and outspoken voice for the Service Desk function.

Essential Functions and Responsibilities of the Job

• Manage day-to-day planning, scheduling, operations, and problem-solving
• Develop, train, and coach the team and individuals to ensure consistently in performance. Monitor individual performance.
• Produce queue status and metrics reports to track and provide status reports
• Serve as the front-line for staff issues. Gather information and participates in annual reviews.
• Assist in managing and leading Service Desk functions through the most complicated, widespread, and escalated incidents. Engage various resources to resolve incidents that are beyond the scope of his/her ability.
• Function as the service desk escalation point for investigation, troubleshooting, and for the resolution of reported incidents.
• Facilitate and participate in system and application testing
• Lead service desk related projects and conduct standardized training sessions
• Monitor the overall performance of the Service Desk proactively and refines processes and procedures to continuously improve the quality and level of service provided to end users
• Maintain keen awareness of department Key Performance Indicators (KPIs) and is included in higher level discussions to provide insight, recommendations, data and analysis for optimization and change
• Mentor service desk staff through training and in-service. Help and guide junior level Service Desk resources. Utilize advanced technical skills to analyze and resolve technical issues and tasks escalated by junior resources.
• Demonstrate attention to detail and provide technical assistance/support for desktops, laptops, servers, network connectivity, business applications and voice-over-IP telephone systems
• Be at work and be on time
• Follow company policies, procedures and directives
• Interact in a positive and constructive manner
• Prioritize and multitask

*Placement in the pay range is based on multiple factors including, but not limited to, relevant years of experience and qualifications. In addition to base pay, there may be additional compensation available for this role, including but not limited to, shift differentials, extra shift incentives, and bonus opportunities. Health and wellness is our passion at MemorialCare—that includes taking good care of employees and their dependents. We offer high quality health insurance plan options, so you can select the best choice for your family. And there’s more...Check out our MemorialCare Benefits for more information about our Benefits and Rewards.

Minimum Requirements

Qualifications/Work Experience:

• Minimum 7 years’ experience with advance knowledge with technical support of PC hardware, Windows OS, and standard desktop applications
• Minimum 3 years’ experience in a service desk leadership role
• Has held a previous role formally or informally leading projects or teams in the past
• Healthcare experience preferred
• Role model for MemorialCare Leadership Values
• Demonstrated guidance and mentoring of employees. Proven ability to influence and shape team consensus, leading group discussions and presenting to operational leaders
• Demonstrated use of effective communication and interpersonal relations to achieve established goals
• Past success establishing team optimization plan, driving processes improvement, and executing plans for desired results
• Demonstrated a history of reading and understanding trends and making appropriate adjustments to maximize results
• Proven ability to identify and exploit strengths of the team and individual members for Service Desk goal achievement
• Experienced leading projects or teams towards large, complex deliverables and goals
• Proven ability to act as a role model for staff through changes, improvements, and department, Information Services and organizational initiatives
• Demonstrated ability to actively participate in projects requiring subject matter expertise in Service Desk function, workflow, or systems
• Experienced in leading Service Desk projects with minimal supervision from leadership
• Achieved specialized certification, experience, or education in Service Desk function and applies skills for optimization of workflows, documentation, and other relevant processes
• Developed keen awareness of ITIL and how ITIL concepts and techniques can be applied to the operations of the Service Desk function
• Proven expert of Service Desk Information ticketing system, looking to improve utilization of tool, assists with adoption of standard functionality, and continuously search for ways to exploit benefits of the department
• Proven ability to assess and adjust assistance as necessary based on end-user’s technical competence and understanding of reported issue
• Established ownership and responsibility of a task from start through successful resolution
• Demonstrated use of effective oral, written, interpersonal and other communication skills to achieve established goals
• Proven ability to collaborate with team members internal and external to the Service Desk to resolve issues
• Developed excellent time management skills, with the competence, experience, and knowledge to meet established timeframes for SLAs
• Demonstrated effective customer service skills to de-escalate situations as needed and provides for positive end-user experiences

Education/Licensure/Certification:

• Bachelor's Degree or an equivalent combination of education and relevant experience required
• Information Technology Infrastructure Library (ITIL) certification required