IT Help Desk Manager

Job Details:

Location:
Corporate Headquarters Job Code:
1216 # of openings:
1 Description Regency Hospital Company is a national center of excellence providing long term care in 23 hospitals across theU.S. It’s our mission to give people their lives back when they thought they might never have the chance to live again. We are a different kind of hospital with a different kind of culture. Here at Regency, you’ll rediscover what it was you loved about caring for people. Thecorporateoffice located inAlpharetta,GAhas a current opening for anIT Help Desk Manager. Responsibilities:
* This role will be responsible for staffing the Help Desk with qualified candidates and ensuring they have the appropriate tools, processes, and training required to perform their role to the best of their ability. * Manage appropriate staffing levels and scheduling based on Service Level Agreements (SLAs). * Accommodate short-notice needs and adjust team sizes. * Mentorand lead staff for continual improvement and skills advancement * Ensure a detailed triage and prioritization of all issues by the Held Desk Technicians and that all incidents are managed to resolution. * Prioritize and manage conflicting and/or overlapping incidents. * Work with development, vendors and business units to Identify root cause problems. * Configure, administer and monitor the Help Desk ticketing software * “Own” the Help Desk – be the primary point of escalation for all unresolved incidents. * Monitor and report on SLAs. * Work with the business to set expectations and establish realistic, achievable SLAs. * Ability to communicate clearly with end users, clinical staff and executives * Displays willingness to make decisions and supports and explains reasoning for decisions. * Approaches others in a tactful manner and reacts well under pressure. * Demonstrates accuracy and thoroughness. Requirements:
* Bachelors degree * MCSE a plus but not required * Healthcare industry experience a plus * Working knowledge of ITIL * Experience with remote support and coordination with local staff * Knowledge of Windows 2000 and/or Windows 2003 networking, desktop and server environments. * Knowledge and troubleshooting of personal computer technologies. Our generous benefits plan, to include full medical, dental, employer paid short and long term disability and others that we didn’t name are highly regarded within the business and healthcare community as a model many try to emulate but very few can match. We are an Equal Opportunity Employer (EOE) Please apply on-line atwww.regencyhospital.com.