IT Service Desk Manager, Tampa, FL (Hybrid Opportunity) - Tampa, FL - Greenway Health

You Belong at Greenway

Bring your best and truest self. We celebrate what makes us different and what brings us all together. At Greenway Health, we are committed to an inclusive environment and a culture of belonging as we pursue our purpose of healthier communities, successful providers, and empowered patients. We are united in our goal to build the future of healthcare technology. Join us.

We are seeking an experienced IT professional to manage system and network infrastructure and security. The Manager, IT Service Desk is responsible for ensuring quality and professional desktop support to Greenway employees and contractors. This position manages a team of Help Desk engineers who troubleshoot and resolve IT issues in a courteous and cost-efficient manner. The manager will ensure that Service Desk staff utilize the required tools and software to identify, document, track and resolve reported problems. This position requires the ability to proactively manage and direct multiple projects with competing priorities and deadlines. As a People Leader role at Greenway Health, this position will be expected to provide proactive and real-time coaching and feedback to team members and demonstrate the Greenway Competencies to include the Leadership Competencies of Care for Yourself, Care for Others and Care for our Brand.

Essential Duties & Responsibilities

• Manage teams across multiple locations
• Ensure a timely response by Service Desk Engineers to resolves issues reported by Greenway employees on IT supported products
• Act as an escalation point for advanced or difficult issues
• Utilizes ticket tracking systems to prioritize and document user technical issues and resolutions
• Prepare reports from the ticket tracking system to measure the performance of the Service Desk engineers
• Analyze Service Desk activities and develop tools and process improvements to optimize service and staff performance
• Review and make recommendations regarding service-level agreements for the Service Desk
• Create and maintain documentation for common procedures and processes
• Communicate effectively with the Service Desk Engineers on Service Desk/Company related issues
• Communicate with other departments to effectively understand and proactively anticipate their IT needs
• Participate in projects that involve IT as a representative of the Service Desk
• Demonstrate knowledge of company policies related to IT
• Perform duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service
• Manages the inventory of workstations, computer parts, and other IT related resources to include the assignment and recovery of resources
• Work on special projects as assigned
• Provide training for Service Desk engineers at all levels
• Responsible for maintaining relevant equipment information in asset database
• Be on call during off-peak hours to respond to support related issues
• Perform the duties and responsibilities of a Service Desk Engineer when needed
• Own and manage meeting room and Microsoft Teams A/V equipment