AMVETS Jobs

Job Information

GEHA Manager, Service Desk in Lee’s Summit, Missouri

GEHA is a leader in health services for federal employees and related customers, serving our chosen markets with low-cost offerings and best-in-class customer care, sustained by a nimble and efficient organization.

SKILLS

The Manager, Service Desk reports to the Director of Service Operations and Support (SOS). The Service Desk Manager’s role is to oversee all Service Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions. The Service Desk Manager is also responsible for planning, designing, and analyzing the organization’s service desk according to best practices, while ensuring high levels of customer service quality and availability. The Service Desk Manager is also responsible for staffing capacity planning, service process design, performance analysis, developing proactive resolution plans, establishing service-level agreements (SLAs) and operating-level agreements (OLAs).

RESPONSIBILITES:

Strategy & Planning

  • Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.

  • Develop Key Performance Indicators (KPIs) to establish specific measures that will be used to evaluate success.

  • Develop policies and procedures that outline how problems are identified, documented, assigned and corrected.

  • Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.

  • Plan and conduct performance appraisals of Service Desk staff, administer disciplinary action, raises, bonuses and promotions when necessary.

Acquisition & Deployment

  • Ensure appropriate training initiatives for new and existing staff.

  • Purchasing and deployment tasks.

  • Negotiate and manage vendor partner relationships. Collaborate with integrated support partners and strategically leverage vendor relationships to improve service and support quality.

Operational Management

  • Provide world-class customer service and embrace the philosophy of servant leadership. Ensures customer service is embedded in the team’s values and culture.

  • Manages a team of service desk and IT End User technicians. Manages service and support team. Responsible for managing staff selection and performance.

  • Track and analyze trends in Help Desk requests and generate statistical reports.

  • Ensures that service and support functions align with the ITIL framework and are built on lean principles with a focus on continual improvement (i.e., PLAN-DO-CHECK-ACT). Help IT leadership establish current and future state process maturity targets leveraging the ITIL framework.

  • Provides tier 1 and tier 2 technical support. Documents and manages tier 0, tier 1, tier 2 and tier 3 escalation policies and procedures.

  • Provides cross-functional support of the organizations problem management, change management and release management processes.

  • Supports the development of service and support policies and procedures, KPIs, KRIs and metrics to ensure success criteria is measurable and supports GEHA’s accountability and transparency values and principles.

  • Assists in developing the organization’s service catalog and establishing service-level agreements (SLAs) and operating-level agreements (OLAs) with relevant IT and business stakeholders.

  • Negotiate and manage vendor partner relationships. Collaborate with integrated support partners and strategically leverage vendor relationships to improve service and support quality.

  • Develops an environment that promotes innovation, automation and efficiency.

  • Participates in the organization’s business continuity, disaster recovery, incident response and crisis management programs including, but not limited to, the preparation and maintenance of continuity plans, recovery plans, incident response plans, standard operating procedures, and testing.

  • Closely monitors industry trends related to IT operations and service management.

  • Active member of GEHA’s Architectural Review Board (ARB)

  • Active member of GEHA’s Change Approval Board (CAB)

  • Protects the confidentiality, integrity and availability of our members and employee’s information.

  • Provides IT-related project support.

  • Train, coach and mentor Service Desk Technicians and other junior staff.

REQUIREMENTS:

Education/Certification

  • Requires a Bachelor’s degree in Computer Science, Information Systems, or related discipline

  • Requires three to five years of managerial experience along with IT support and/or service management experience

  • Requires one or more of the following certifications: ITIL, COBIT or CGEIT

  • Additional years of qualifying work experience may be considered in lieu of formal education and certification requirements

Knowledge/Experience

  • Requires the ability to multi-task effectively, responding to changing business priorities and deadlines and to work collaboratively with team members across multiple divisions and departments

  • Excellent oral and written communication skills required, including the ability to explain technology topics in business terms, establish rapport with business leaders, build consensus and foster collaboration across multiple teams

  • Highly proficient in the administration of Service Desk/call center tools and technologies, such as ServiceNow to drive ITIL best practices

  • Excellent technical knowledge of hardware, including Dell, Polycom

  • Proven track record of developing and providing SLAs and Service Desk deliverables

  • Demonstrated progressive experience in the management of a technical support team

  • May require some local travel

Personal Attributes

  • Effective interpersonal skills and relationship-building skills

  • Strong written and oral communication skills

  • Ability to present ideas in user-friendly language

  • Understanding of the organization’s goals and objectives

  • Analytical and problem-solving abilities, with keen attention to detail

  • Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment

  • Experience working in a team-oriented, collaborative environment

  • Strong customer-service orientation

GEHA is an Equal Opportunity Employer. GEHA will not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their compensation or the compensation of another employee or applicant. Our company's corporate headquarters is located in Lee's Summit near Douglas Rd and I-470 with a total of five locations in the Kansas City metropolitan area.

GEHA is a leader in health services for federal employees and related customers, serving our chosen markets with low-cost offerings and best-in-class customer care, sustained by a nimble and efficient organization.

DirectEmployers