Empower Every New Yorker - Without Exception - to Live the Healthiest Life Possible

NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city's five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers, without exception, to live the healthiest life possible.

At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.

Job Description

The Service Desk Manager will provide technical and application support for New York City Health + Hospitals, demonstrate competent IT literacy and ability to support the technology and applications in the functional areas (Clinical, Business Applications, Financial and Infrastructure Applications) the person in this role is responsible for the on-going support at level 1 and 2.

Duties & Responsibilities

• Understands the flow of information through the Financial, Business, Clinical and Infrastructure applications
• Responsible for documenting, researching and troubleshooting reported issues, workorders and requests
• Fosters a business-oriented culture and mindset driven by continual service improvement techniques
• Identifies and acts on opportunities for continuous improvement
• Understanding critical business process for supporting EITS Applications
• Triage requests or issues to ensure that our service level agreements (SLA) are achieved
• Assist with the Enterprise Service Desk call volume when needed
• Receive, prioritize, document and actively resolve end user help requests, workorders and Incidents
• Triage requests and Incidents to ensure accurate transfers and escalation, per service level agreements (SLA)
• Track open tickets and monitor ticket progress per SLA, close ticket items when resolve
• Follow escalation and paging procedures to ensure SLAs are being met
• Provide support and services to users, seeking to resolve as many tickets as possible at level 1 and 2
• Provide a positive experience to users through meeting and exceeding customer expectations, and engendering confidence that tickets will be resolved
• Supervise and monitor staff
• Plan, assigns and reviews the work of subordinates.
• Directs the preparation of departmental budgets in conjunction with other departmental managers.
• Coordinates the activities of the various segments of the department to assure timely and economical completion of projects.
• Directs the preparation of cost estimates for current and proposed projects, reflecting the cost of equipment, man and machine hours required.
• Establishes, reviews and controls documentation standards, including the development and control of forms.
• Directs the collection and analysis of data and reports concerning departmental operations, methods, personnel utilization, space and equipment.
• Monitor daily quality of tickets
• Perform other duties and/or special projects as assigned

Minimum Qualifications
1. A Baccalaureate Degree from an accredited college or university with a major in Computer Science, Systems Engineering, applied Mathematics, Business Administration, Economics/Statistics, Telecommunications, Data Communications, or a related field of study; and
2. Five (5) years of progressive, responsible experience in the field of data processing, computer systems and applications.
Operations Specialty requires supervisory experience (5 years).
Network Services requires a telecommunications background and experience.
3. Broad knowledge and expertise in the characteristics of computers, peripheral devices, communications systems and hardware capabilities, programming languages, E.D.P. applications, systems analysis methodology, data management and retrieval techniques; or
4. A satisfactory equivalent combination of training, education and experience.

Department Preferences

Certification(S)/NYS Licenses/Education:

• Administration, Finance, Accounting or related fields; and, 5 Years Relevant Experience

Knowledge, Skills, Abilities and other Requirements:

• Must be able to work independently as well as work as part of a fast-moving team
• Advanced knowledge of infrastructure, network and desktop environments.
• Excellent analytical and organizational skills.
• Contribute to the continuous process improvement of the Service Desk Area
• Remain technically knowledgeable and current on all Enterprise Service Desk tools and Applications
• Perform other duties and/or special projects as assigned
• Must have prior experience managing or supervising staff in an IT service desk.
• Must have experience developing and working with IT service processes, namely, incident, problem, change and SLA Management
• Experience using service desk software and related products and tools
• Strong interpersonal, Verbal and written communication skills
• Understand or certified in ITIL

If applying online, please include your cover letter in the same file attachment with your uploaded resume.

NYC Health and Hospitals offers a competitive benefits package that includes:

• Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
• Retirement Savings and Pension Plans
• Loan Forgiveness Programs for eligible employees
• Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
• College tuition discounts and professional development opportunities
• Multiple employee discounts programs

Note: Candidates selected for a position are required to come to NYC as part of their onboarding.