Job Information
Novant Health Manager Service Desk in Remote, North Carolina
Overview
The DPS Service Desk Manager is responsible for leading the DPS Service Desk which provides technical support and service delivery to users of Novant Health’s information technology solutions. This role provides strategic direction, budget management, relationship management with our managed services partner, and oversight of the daily operations of the service desk, monitoring performance and quality of the service, and ensures compliance with the quality standards, service level agreements and best practices. The role also has responsibility for Incident, Major Incident and Problem management across DPS. The Service Desk Manager is also responsible for ensuring that the service meets the expectations and needs of our customers, as well as aligns with the DPS strategy and vision. Additionally, this position requires occasional overseas travel to support our international operations and collaborate with our team based there.
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The team member’s Number One job responsibility is to deliver the most remarkable patient experience, in every dimension, every time, and understands how to contribute to the health system’s vision of achieving that commitment to patients and families. At Novant Health, people are our business. We treat each other with respect and compassion. We embrace the differences in our strengths while fostering an environment of inclusion, empowerment, inspiration and courage. The team member will use Novant Health’s First Do No Harm (NHFDNH) safety behaviors/error prevention tools and high reliability strategies as appropriate to ensure a safe, remarkable patient experience.
At Novant Health, one of our core values is diversity and inclusion. By engaging the strengths and talents of each team member, we ensure a strong organization capable of providing remarkable healthcare to our patients, families and communities. Therefore, we invite applicants from all group dynamics to apply to our exciting career opportunities.
Qualifications
Education: 4 Year / Bachelors Degree, required. Bachelor's Degree in Management Information Systems, Computer Science, or related field.
Experience: Minimum of five years in technical lead / supervisory position, required. Experience in a mid-size healthcare company leading technical initiatives for both the acute and ambulatory divisions of healthcare. Experience in organizational communication, preferred.
Licensure/Certification: Current Microsoft Certification, required.
ITIL certification or 3 years of work experience in IT service management frameworks and methodologies
Additional Skills (required): Proficiency in Microsoft Office applications and other IT service desk tools. Excellent verbal and written communication skills. Strong customer service and problem-solving skills. Ability to work independently and as part of a team. Ability to adapt to changing technologies and environments. Strong leadership, communication, and interpersonal skills. Ability to manage multiple tasks and projects, prioritize, and meet deadlines. Ability to analyze data, identify trends, and implement improvements. Ability to work effectively with diverse stakeholders, including team members, patients, vendors, and partners. Knowledge of IT service desk tools, systems, and processes. Knowledge of IT security policies and procedures. Knowledge of healthcare regulations and compliance requirements.
Responsibilities
It is the responsibility of every Novant Health team member to deliver the most remarkable patient experience in every dimension, every time.
Our team members are part of an environment that fosters team work, team member engagement and community involvement.
The successful team member has a commitment to leveraging diversity and inclusion in support of quality care.
All Novant Health team members are responsible for fostering a safe patient environment driven by the principles of "First Do No Harm".
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Learn more about Novant Health
Job Location NC-Remote
Job Opening ID 25905
Facility NC-REMOTE - North Carolina Remote
Department DPS Client Services
Work Schedule 8:00am-5:00pm
Work Schedule Details 8am – 5pm M-F (On-call rotation, as needed)