Manager, Service Desk

Remote Centric Hybrid to Nashville, TN

AMSURG is a nationally recognized leader in the strategic and operational management of ambulatory surgery centers with medical specialties ranging from gastroenterology to ophthalmology and orthopedics. With more than 250 surgery centers across the U.S., we partner with physicians and health systems to deliver the highest standards of patient care and quality. For more information, please access our website: https://www.amsurg.com/.

Through AMSURG, our clinician-led organization is changing the face of healthcare by delivering high-quality care that puts the patient first.

Benefits:

At AMSURG, we offer benefits at the speed of your life. Our wide range of health and welfare benefits allow you to choose the right coverage for you and your family. Qualifying employees are eligible to enroll on the 1^st of the month, following 30 days of employment. AMSURG offers a variety of health and welfare benefit options to help protect your health and promote your wellbeing. Benefits offered include but are not limited to: Medical, Dental, Vision, Life, Disability, Healthcare FSA, Dependent Care FSA, Limited Healthcare FSA, FSAs for Transportation and Parking & HSAs, and a matching 401(K) Plan.

Paid Time Off:

AMSURG offers paid time off, 9 observed holidays, and paid family leave. You accrue Paid Time Off (PTO) each pay period and depending on your position and can earn a minimum of 20 days and up to 25 days per calendar year.

POSITION SUMMARY:

We are looking for a passionate and experienced IT Service Desk Manager to lead and empower our Tier One team in delivering exceptional customer service and resolving IT issues efficiently. You will play a key role in fostering a collaborative and positive team environment while driving continuous improvement in service desk operations.

The Service Desk Manager leads a team responsible for advising and assisting users in solving problems related to hardware, software, networks, and peripherals using available technology. The Service Desk Manager studies and analyzes user needs and helpdesk processes and performance; and will implement and enforce policies and processes to ensure maximum uptime of all users to achieve the highest service levels.

Work Schedule: Our Service Desk team works a hybrid remote schedule.

ESSENTIAL RESPONSIBILITIES:

• Lead, motivate, and develop a team of on-shore & off-shore Tier 1 Service Desk Technicians to consistently deliver high-quality support.
• Provide ongoing coaching and feedback to improve agent skills, knowledge, and performance.
• Conduct regular one-on-one meetings and reviews to track progress and address individual needs.
• Foster a positive and collaborative team environment that promotes teamwork and knowledge sharing.
• Champion a customer-centric approach, ensuring service delivery meets and exceeds customer expectations.
• Oversee the efficient and timely resolution of Tier One tickets through ServiceNow.
• Ensure accurate ticket classification, prioritization, and assignment to the appropriate team members.
• Monitor service desk performance metrics, identify trends, and implement improvements to optimize workflows and processes.
• Provide regular reporting of metrics.
• Take ownership of support issues, engaging other internal/external expertise as required.
• Resolve client escalations where appropriate.
• Communicate across functions with various levels of leadership throughout the organization.
• Monitor and assist leadership in the implementation of key initiatives that improve business processes and service delivery.
• Serve as Service Desk resource in IT related projects.
• Remain current with trends in IT hardware and software related to enterprise technology.
• Adhere to all company policies and procedures, including Information Security Policies and ensure that AMSURG remains as secure as possible
• Other responsibilities as assigned by Director, Service Delivery.

KNOWLEDGE AND SKILLS:

This position requires the knowledge and ability to accomplish any of the following responsibilities. Ownership of each may be assigned to an individual or shared equally among each member of the team:

• Advanced ability to develop business relationships and communicate effectively with the user community.
• Excellent verbal and written communication skills.

Education/Experience:

• Undergraduate Degree or an equivalent combination of education and work experience.
• A minimum of 2 years of leadership experience is required.
• 4-6 years of technical IT/Service Delivery experience is required.
• 1-3 years of ServiceNow experience is required.
• Strong technical knowledge across operating systems, hardware, and common applications.
• Experience working in a healthcare environment is preferred.
• ITIL Foundations Certification is desired.

OTHER QUALIFICATIONS:

Must be able to handle multiple, simultaneous tasks effectively and efficiently while maintaining a professional, courteous manner. Must be detail oriented and organized. High integrity, including maintenance of confidential information. Must be able to exercise good judgment and positively influence and lead others, including handling confrontations with poise and efficiency. Based on business need, the ability to work a flexible schedule, including some evenings and weekends. Must pass a background check and drug screen.

We are an Equal Opportunity Employer.

We do not discriminate in practices or employment opportunities on the basis of an individual's race, color, national or ethnic origin, religion, age, sex, gender, sexual orientation, marital status, veteran status, disability, or any other prohibited category set forth in federal or state regulations.

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