IT Service Desk Manager
Job Description Summary
The IT Service Desk Manager provides essential support for information technologies at Liberator Medical Supply, Inc. IT Service Desk provides direct support to Liberator's staff as they use information technologies to advance the businesses' mission. Service Desk Manager works in a dynamic, fast-paced call center that provides services over the phone, through e-mail, chat and in person.
PRIMARY DUTIES AND RESPONSIBILITIES Customer Service:
Manage the Service NOW ticketing system to assure the proper SLA (Service Level Agreement) are achieved. Manage the Service Desk team to assure ticket assignments are closed in a timely manner and the customer is satisfied with the service.
Oversee the knowledge repository of technology documentation for customer consumption and maintain a level of satisfaction with the documentation as a customer self-service model. Oversee the knowledge repository of technical documentation for the Service Desk technicians in a manner that supports the SLA where the documented knowledge is useful to a technician’s ability to close tickets.
Provide subject matter expertise on processes and procedures for all communications and requests between Liberator Medical Supply associates and BD ITOne. Understands and provides guidance for all issues and requests that require escalation to the corporate TGS department.
The Service Desk Manager that are responsible for ensuring customer satisfaction in every step of problem resolution. Service Desk Manager is required to track detailed information about each customer's service need in an incident management system. They then document their diagnostic steps and communications with the customer as they troubleshoot the reported problem.
Investigation and use of a knowledgebase is required to find the correct solution. Staff follow-up with all customers to ensure a good experience is required. Ability to communicate effectively and professionally with members at all level across the Bard global community is essential.
Keeping support services running smoothly and efficiently is a priority at the IT Service Desk, and all staff are required to perform other office work as necessary from time to time.
Computing Information and Referral:
Service Desk Manager provides general information about computing services at Liberator Medical Supply. This includes information about access to services provided by Liberator Medical IT, BD IT, and other Liberator departments. Service Desk Manager must be familiar with and abide by company and corporate policies associated with responsible use of information technologies. Service Desk Manager must be able to recognize questions that go beyond the scope of services provided by the IT Service Desk and make accurate referrals to other service providers as needed.
Service Desk Manager works directly with customers to resolve their problems accessing Liberator networked services. Problem resolution involves gathering information, diagnosing the customers' needs, conducting research to find correct solutions, and confirming that the customers are able to access their required services or applications.
Service Desk Manager will be the first escalation point for incidents that require a higher level of technical expertise.
Service Desk Manager provides subject matter expertise on all local LMS application and Microsoft operating systems and applications.
Information technology at Liberator is highly dynamic. The Service Desk Manager has the ability to acquire and maintain a working knowledge of a wide range of applications and services. Inform all staff members of changes that directly affect members of the Liberator’s community.
In order to develop and maintain this knowledge, Service Desk Manager is required to hold and attend regular meetings and training activities.
ANCILLARY DUTIES AND RESPONSIBILITIES Asset Management
New hire/break fix forecasting
End User Shipping & Receiving
Procurement Management oversite
REPORTING RELATIONSHIP RESPONSIBILITIES
____ No supervisory responsibilities
____ Provides work direction only
MINIMUM REQUIREMENTS OR QUALIFICATIONS (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions)
High School Diploma or equivalent Information Technology training or degree in related field and/or 5 years IT work experience. Minimum 0f 2 years management experience.
Past work experience in a high-traffic customer service setting.
2 years of team leadership experience of a minimum of a 3-person Service or Helpdesk team.
5 Years of desktop support experience with 3 years plus with 500+ users.
Experience with service support incident and request technologies.
Experience using Microsoft application and cloud services.
Senior level knowledge of Windows computing.
Advanced Knowledge of commonly used concepts, practices, and procedures for end user technical support.
Design and oversite of helpdesk management tools to implement best practice procedures, monitoring, and operational improvements.
Analytical—the individual synthesizes complex or diverse information.
Problem solving—the individual identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.
Oral communication—the individual speaks clearly and persuasively in positive or negative situations, demonstrates group presentation skills and conducts productive meetings.
Excellent phone etiquette.
Licensure or Certifications required:
Certification for Microsoft applications, Operating systems, or cloud services. (Preferred)
Certification for Service Now or equivalent industry tool (Preferred)
Certification in Information Technology Infrastructure Library (ITIL) (Preferred)
PHYSICAL DEMANDS (The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
While performing the duties of this job, the employee is frequently required to talk or hear, walk, sit; use hands to finger, handle, or feel. The employee is occasionally required to stand. The employee must occasionally lift and/or move up to 10 lbs.
WORK ENVIRONMENT (The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
While performing the duties of this position, the employee performs tasks in a temperature-controlled office environment under normal office conditions. The noise level in the work environment is usually moderate. The work environment involves minimal exposure to hazards or physical risks, which require following basic safety precautions.
The above job description is meant to describe the general nature and level of work being performed; it is not intended to be an exhaustive list of all responsibilities, duties, and skills required for this position. The Company officers, mid-level, and entry level management staff may assign additional duties and responsibilities as needed. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related duties requested by their supervisor in compliance with Federal and State Laws.
For most roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In limited circumstances, weekly testing for COVID-19 may be available instead of vaccination. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.
Why join us?
A career at BD means being part of a team that values your opinions and contributions and that empowers you to bring your authentic self to work. Here our associates can fulfill their life’s purpose through the work that they do every day.
You will learn and work alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. Our Total Rewards program — which includes competitive pay, benefits, continuous learning, recognition, career growth, and life balance components — is designed to support the varying needs of our diverse and global associates.
To learn more about BD visit https://jobs.bd.com/
Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.
Primary Work LocationUSA FL - Stuart Airport Road
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Approbationdu Présiden et Chef de la direction
«Nous sommes une entreprise qui vise des résultats concrets et où nos associés s’emploient chaque jour à améliorer les soins de santé. De nombreuses initiatives sont en cours pour faire de BD un leader mondial des technologies médicales.»
Anonyme, Franklin Lakes, NJ