Posted by: LifeNet Health on Feb 25, 2019
Virginia Beach, VA
The LifeNet Health mission is simple: Saving Lives. Restoring Health. Giving Hope. Its mission, along with its core values of safety, quality, innovation and service continue to create an unmatched record in transplant solutions, which cannot be achieved without talented, dedicated team members who share the same values and attributes that guide the LifeNet Health team every day.
If you have a commitment to customer care, quality and innovation as well as integrity and passion, then you've come to the right place.
We are currently seeking a full time Manager, Service Desk to join the LifeNet Health team in our Virginia Beach, VA location.
As the Manager, Service Desk, you would be responsible for managing the performance of help desk, support to customers and ensures service levels are achieved and customer expectations are met or exceeded. You must be experienced in using Service Desk system such as Service Now, Remedy or Cherwell. You must also be experienced in providing KPIs/metrics and managing complex desktop environments. The Manager, Service desk must be hands-on in terms of solving issues and providing support.
You would be expected to perform all tasks assigned to you, including but not limited to:
Oversees Level 1 and 2 requests, incidents, and problems. Manages and coordinates urgent and complicated support issues. Act as an escalation point for all requests and incidents. Determine root cause of issues and communicate appropriately to customers. Selects and onboards new staff for the team. Trains, coaches, and mentors the first and second level support staff. Oversee staff activities. Schedule employee work times and provide backup support. Interact with customers. Performs goals checks throughout the year. Assess staff performance and conducts annual evaluations ensuring staff is meeting established goals and objectives. Provides data and reporting of KPI's and trends to IS department and others in ad-hoc, weekly, monthly and as needed. Will drive support ticket reviews and develop strategies for improvement. Implements policies and procedures regarding how problems are identified, tracked, assigned, and corrected. Develops Service Level Agreements to set expectation and measure performance. Manages process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. Remains on-call during off-peak hours to respond to support service issues
Minimum Qualifications Required:
Bachelor's Degree in Information Technology, Computer Science or relatedMinimum 7 years related Helpdesk experienceMinimum 7 years Management experienceMinimum 5 years experience with service desk software such as Cherwell, ServiceNOW, Remedy, or other ITIL-Based service desk systems
Bachelor's Degree in Information Technology, Computer Science or relatedMinimum 10 years related Helpdesk experienceMinimum 10 years Management experienceNetwork + certificationA+ certificationProject Management ExperienceGet to Know LifeNet Health:
LifeNet Health, headquartered in Virginia Beach, Virginia, is the largest nonprofit organ procurement organization ("OPO") and tissue bank in the United States, as well as a leading innovator in transplantation research and regenerative medicine. LifeNet holds the longest running current accreditation by the American Association of Tissue Banks (AATB). Itsgoal is to improve the quality of human life through the provision of organs and tissues for transplantation, as well as innovation in the fields of bio-implants and regenerative medicine, and to serve the community with educational and support services that enhance the donation process.
We are proud to be an EEO/AA employer EOE/M/F/Disability/Vet. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
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