GENERAL SUMMARY
Manages an infrastructure Technical Service Center (Service Desk) in support of information systems throughout the company. The Technical Service Center provides help desk functions and front-line end-user support (desktop telephones, PCs, moves, adds, changes). Works in conjunction with other Technical Service Center management.
ESSENTIAL RESPONSIBILITIES
- Oversees the day-to-day management of employees responsible for help desk and front-line support. Manages activities associated with the identification, prioritization and resolution of reported problems throughout the company.
- Ensures all phases of help desk and front-line support are properly coordinated, monitored, logged, tracked and resolved appropriately.
- Responsible for defining and maintaining service levels for incident response.
- Responsible for managing the communications for all Priority 1 outages.
- Responsible for development, maintenance and integrity of help desk software.
- Assigns employees to tasks, oversees their activities; reviews their work.
- Provides for training and developing of department staff and end user training.
- Ensures all security procedures are implemented and enforced.
- Recruits, develops, and motivates staff. Initiates and communicates a variety of personnel actions including, employment, termination, performance reviews, salary reviews, and disciplinary actions.
- Responsible for developing and implementing Technical Service center policies, procedures and standards. Ensures conformance with IT goals and procedures.
- Responsible for continuous improvement efforts around Service Desk processes.
- Performs other duties as required.
Qualifications:
JOB SPECIFICATIONS
- Bachelor’s degree or equivalent experience.
- Significant (7–10 years) experience in end user support and PC hardware/software support.
- Previous (1–3 years) supervisory experience required.
- ITIL Foundations certification preferred.
- Strong leadership, organizational and analytical skills.
- Strong reporting and documentation skills.
- Strong written and verbal communication skills.
- Ability to effectively coordinate multiple projects.
Coventry Health Care is an Affirmative Action/Equal Opportunity Employer, and we are committed to building a talented and diverse team.
Job: First/Mid Level Officials and Managers
Primary Location: Cranberry Township, PA, US
Organization: 10800 - Coventry Management Services
Schedule: Full-time
Job Posting: 2013-01-15 00:00:00.0
Job ID: 1310066