The Service Desk Manager will be responsible for overseeing all related operations of the support center, servicing all internal and external customers of Keck Medicine of USC. The Service Desk provides a centralized resource to answer questions, troubleshoot problems, and facilitate solutions to known issues. Methods of contacting the Service Desk include inbound phone calls, ITSM service portal, emails, and Now Virtual Agent. In collaboration with the Service Desk supervisors, the manager will ensure that all SLAs are being met across all verticals. In addition to maintaining daily operations, this role will be responsible for developing plans and road maps that consistently enable the forward movement of the service desk and enhancing service levels. The manager will be accountable for consistently evaluating and evolving standards and processes related to the service center. This role will ensure that current and future technologies are utilized or being planned. The manager will be responsible for building strong relationships internal to IT and the business to ensure proper communication and delivery of information is taking shape in an appropriate, efficient manner. This role will require strong analytical and written skills to help interpret data and provide direction on the next steps both to their immediate team and business partners.

Essential Duties:

• Directly supervises assigned staff. Recruits, screens, hires, and trains. Evaluates employee performance and provides guidance and feedback to staff. Counsels, disciplines, and terminates employees as required.
• Demonstrate operational leadership by meeting the Service Desk departmental standards and goals related to inbound phone calls, tickets, emails, and Now Virtual Agent. Manage process for communicating outages/emergencies and alerts to the organization through a timely, accurate, and efficient Incident Management process.
• SME for ITSM with oversight of the following applications Incidents, Requests, Problems, Knowledge Articles, and Change. Must ensure Service Desk timely processing and escalations.
• Provide daily, weekly, and monthly activity reports. Content must be accurate, objective, and complete. Reports should recommend appropriate actions or strategies for improving performance. Must meet deadlines for submitting reports.
• Manage I.S. Purchasing Coordinators responsible for purchasing hardware and tracking inventory. Ensure accurate product data and documented inventory management procedures are maintained.
• Develop and maintain essential Service Desk resources to include Standards Operating Procedures and Knowledge Articles, which are necessary tools for First Call Resolution, customer self-service, and staff training purposes.
• Network with professional counterparts inside and outside the Keck health system. Participates in professional associations to stay informed of new developments in the industry. Make recommendations to senior management regarding technology changes based on business needs.
• Manage vendor relationships as it depends on daily operational needs. Directs and manages the delivery/deployment of complex projects and lends technical assistance to others as needed.
• Perform other duties as assigned.

Required Qualifications:

• Bachelor's degree in IT or related field

• Bachelor’s degree or equivalent relevant experience

• 5 years Experience in IT leadership role

• Must demonstrate excellent written/spoken and communication skills
• Demonstrated experience in leading teams-oriented collaboration sessions
• Demonstrated knowledge of report evaluation and analytics
• Proven experience in implementing and supporting service-oriented tools
• Proven experience in service-related concepts, practices and procedures including ITIL methodologies.

Preferred Qualifications:

Required Licenses/Certifications:

• Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)