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

Education and Experience

• High School Diploma/GED required
• Bachelors degree in Computer Science related field or equivalent formalized technology training with certifications highly preferred.
  • Equivalent experience may substitute for degree.
• Eight (8) years of IT Service Desk related experience with at least 3 of those years in a leadership role overseeing a Service Desk function and supervision of Service Desk staff.
• Solid working knowledge of Windows Operating Systems, Microsoft Operating Systems and Office Automation applications, Cicso, Active Directory, Exchange, remote desktop connectivity, MS Office Suite, VPN and remote connections, ticketing systems and other relevant software/hardware products
• A+, ACMT, HDI-CSR, ITIL, Microsoft 365/Modern Desktop Administrator certifications preferred

Skills, Knowledge, and Ability

• Ability to deliver a high-level of customer service to individuals requesting assistance from the Service Desk
• Ability to demonstrate excellent communication skills, both verbal and written
• Ability to analyze and troubleshoot user issues to reduce continuation of identified issue(s)
• Demonstrated hands-on knowledge of computers, operating systems and terminology
• Demonstrated hands-on knowledge of Microsoft operating systems and Microsoft applications
• Demonstrated hands-on knowledge of Microsoft Active Directory
• Knowledge of ITIL fundamentals
• Working knowledge of various scripting methods
• Ability to manage multiple tasks, while effectively assigning priority issues to appropriate team members
• Ability to create, document, and follow processes and procedures
• Ability to lead a team by providing frequent coaching and feedback related to department and individual-specific goals and KPIs
• Familiar with basic TCP/IP network infrastructure
• Knowledge of backup and recovery strategies

Work Environment/Physical Demands 

• While at work, this position is primarily a sedentary job and requires that the associate can work in an environment where they will consistently be seated for the majority of the workday 
• This role requires that one can sit and regularly type on a keyboard the majority of the workday 
• This position requires the ability to observe a computer screen for long periods of time to observe their own and others’ work, as well as in-coming and out-going communications via the computer and/or mobile devices 
• The role necessitates the ability to listen and speak clearly to customers and other associates

Here’s what we can offer you in exchange for your amazing work: 

• Competitive pay
• Medical, dental and vision benefits
• Matching 401(k) 
• Generous paid time-off programs
• Education reimbursement
• Growth potential for your career
• Corporate discounts

At Greenway, we strive to imagine, empower, engage, and inspire. Join us!

To learn more about Greenway, take a video tour of our office, and meet our employees, visit us at www.GreenwayHealth.com/careers.

Disclaimer: This Job Summary indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent(s) may be asked to perform other duties as requested. Greenway Health, LLC is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, age, gender, national origin, sexual orientation, disability, or veteran status.  

While this position is primarily remote, please note that if you reside within a 26-mile radius of our corporate office, you will be required to work in a hybrid capacity. This means you will be expected to work on-site at the corporate office for part of the week and remotely for the remainder. This hybrid arrangement is designed to foster team collaboration and engagement. Our corporate office is located at 4301 Boy Scout Blvd, Tampa, FL 33607. Please consider your proximity to this location when applying.