Millennium Physician Group is seeking to hire a full-time / IT Service Desk Managerto join the Information Technology team in the Fort Myers, FL area. We are looking for a new team member who is positive, energetic, well-organized, has the ability to multi-task, and think outside of the box. We want someone who supports our top initiative of ensuring an excellent patient experience!

As an IT Service Desk Manager for the Millennium Physician Group, you'll be part of an organization that believes IT stands for "Innovative" and not just "Information" Technology. You'll be part of an amazing team where each day, you'll be equally challenged and prepared to support and learn new technologies! Working within our VOREX Ticketing System to track trends and solutions for user's issues and requests, you'll join forces with other Service Support Specialists, Field Technicians, and departmental staff to ensure SLA's are met and even surpassed by utilizing your outstanding troubleshooting, customer support and technical skills.

The IT Service Desk Manager is responsible for aligning and streamlining IT Department operations with organizational business objectives as documented and communicated by the Director of Technology Operations. S/he plans, coordinates, and directs IT related organizational activities at the service desk ensuring phones are answered and IT requests are resolved in a timely manner based on established SLAs. This individual works closely with the Director and other managers providing administrative support and information pertaining to the operations of the department aligned with strategic growth and expansion of the organization. This manager accomplishes staff results through effective communication of job expectations; planning, monitoring and appraising job results; coaching, counseling and disciplining employees; initiating coordinating and enforcing systems, policies and procedures. Responsible for maintaining communications between the IT department staff and the Director, identifying opportunities for improvement and establishing goals.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Plans, coordinates and directs IT daily activities at the service desk.
• Manages staff through effective communication of job expectations, planning, monitoring and appraising job
• Coaches, counsels and disciplines employees as
• Works well with Director providing administrative support and information pertaining to department operations.
• Works closely with Director and other managers to align and streamline IT department operations with organizational business objectives.
• Understands and demonstrates ability to identify improvement
• Consistently demonstrates/models superb customer service skills across the
• Manages a team of Service Desk Technicians.
• Ensures phones are answered. Calls are addressed in a timely manner.
• Provides reporting and metrics on calls and tickets.
• Assists in the realignment, communication and implementation of departmental changes and direction as new organizational initiatives are developed and implemented

Strategy & Planning:

• Development of business case justifications and cost/benefit analyses for IT spending and
• Development and maintenance of a knowledge base for IT service desk technicians and field techs.

Operational Management:

• Management of IT service desk, including allocation of
• Coordination with other team to make sure they have an understanding of new projects/release and support needed.
• Development and review of budgets for IT operational capital and expense items, ensuring that they comply with stated goals, guidelines, and
• Review of IT phone/remote support to determine productivity levels and SLA requirements are
• Benchmarking, analysis, reporting, and recommending improvements to IT operational delivery processes.
• Provision oversight of end-user services provided by the help desk
• Development and implementation of all IT operational policies and procedures
• Establishment and maintenance of regular written and in-person communications with senior management, department heads, and end users regarding IT support
• Point of escalation for assistance needed by the service desk technicians