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Manager

4 months ago

Hamilton, Canada St. Joseph's Healthcare Hamilton Full time

Posting #:
**23616**
- Openings Remaining:
**1**
- Full/Part Time:
**Full Time**
- Reg/Temp/Casual:
**Regular**
- Union:
**Non-Union**
- Hours of Work:
**Monday to Friday**
- Time of Day:
- Shift:
- Open Date:
**12/01/23**
- Closing Date:
**19/01/23**

***:

- Reporting to the Senior Manager Technology Operations, the Service Desk Manager plays a key role in providing direct leadership, guidance, training the team on the Service Desk systems, processes, tools, and procedures required to document, track and resolve reported problems and to meet operational service levels and standards.
- The Manager will provide leadership and direction to develop, maintain and enhance Digital Solutions service level deliverables, effective completion of daily work requests, enhancement and project activities.
- Responsible for managing daily operations of the service desk, scheduling staff, managing the service desk team, representing the team to other hospital stakeholders, and helping to ensure that the service desk is constantly developing and improving.
- Ensures that customer service, resolution of incidents and requests, and communication with customers is a priority**
**RESPONSIBLITIES**:

- Contributes to the corporate efforts and initiatives, as appropriate, to enhance SJHH’s mission, vision and values.
- Performs duties in a manner that demonstrates the employee’s commitment to developing a culture of patient and staff safety through accountability, reliability, trust and team work.
- Works in compliance of the Occupational Health & Safety Act and its regulations, reporting hazards, deficiencies and contraventions of the Act, in a timely manner.
- Leads the effective use of the ServiceNow ITSM environment and structures associated processes based on ITIL framework across Digital Solutions (i.e. ITSM processes extend through the Service Desk and Support functions).
- Works with peers to continuously enhance ServiceNow self-serve portal functionality for all hospital staff
- Develops and continuously improves regular (ie. monthly) ServiceNow reporting to provide Digital Solutions management visibility on support requests, incidents and workloads
- Accountable for the end-to-end process that effectively routes and delivers timely and accurate completion of requests and incidents, both within Service Desk where possible and when required across various Support teams.
- Applies Continuous Improvement methodologies such that the flow and completion of tickets through Digital Solutions is optimized.
- Works with management to develop internal ITSM SLOs, incident/request priority settings and appropriate escalation triggers
- Develop and manage an effective Major Incident Process on behalf of Digital Solutions.
- Works with peers and management to manage the critical staffing Onboarding process and continually strive to improve the process
- Manages the creation, setup and maintenance of network user accounts and security group memberships
- Manages the automated process where applicable for electronic communications of account ID’s and passwords
- Manages the process for onboarding system access requests and equipment requests through to completion
- Manages the process of assigning onboarding tasks to peer departments and ensures timely completion
- Manages the manual, in-person onboarding requests at the Service Desk and seeks to over time curb these toward self-serve / automated methods
- Responsible for managing the daily operations of the Service Desk, managing the service desk team, representing the team to all internal Hospital stakeholders, external customers and helping to ensure that the service desk is constantly developing and improving
- Ensures that customer service, incident and request resolution and communication with customers is a priority
- Monitors Service Desk operations, establishes Key Performance Indicators and regularly reports out on same
- Works with the Service Desk team to prioritize and enhance service and support levels, fairly balance workload across all
- Work with Service Desk operators to enhance first call resolution and ensure that urgent unanticipated requests are acknowledged and resolved
- Promotes the Service Desk with all departmental management and working to ensure that it is properly viewed as a core business asset
- Initial point of contact with for incidents and/or requests that require escalation
- Contributes to improving customer support by actively responding to queries, feedback and complaints
- Follows up with customers to identify areas of improvement, survey staff and visibly act upon the results
- Develops necessary documentation of policies, procedures, and troubleshooting directions for the Service Desk
- Ensures that improvements in and/or changes to Service Desk operations are efficiently implemented and monitored for ongoing effectiveness
- Recognizes problem trends and performs preliminary analysis of problems affecting the user community and proactivel