IT Service Desk Manager

SUMMARY Imaging Endpoints (IE) is an Imaging Technology and Imaging Clinical Research Organization (iCRO). We are passionately focused on our vision to Connect Imaging to the CureTM. Everything we do is aligned with this singular purpose. We work every day excited to advance imaging science, technology, and services to bring curative technologies to humankind. We have supported many of the most impactful new drug approvals in oncology, and we are seeking the most talented individuals globally that are passionate in their desire to assist us in our mission to customize each clinical trial’s imaging to optimize the opportunity to demonstrate efficacy. Imaging Endpoints is based in Scottsdale, Arizona, with offices in Cambridge, Massachusetts; London, UK; Leiden, Netherlands; Basel, Switzerland; Hyderabad, India and Shanghai, China. We are an affiliate of HonorHealth, one of the largest healthcare systems nationally, and Scottsdale Medical Imaging Limited (SMIL/RadPartners), the largest private radiology group in the United States. We are recognized as the world’s largest and most preeminent iCRO in oncology. The IT Service Desk Manager is responsible for managing the operation of the IE Global IT Service Desk. This role is crucial to ensuring customers (internal and external) receive appropriate and timely communication and resolution of incidents and requests. The IT Service Desk Manager is responsible for the Incident Management process and acts as Incident Manager as needed. The IT Service Desk Manager tracks issues that users experience and collaborates with other IT teams and vendors to resolve them in a timely manner. In addition, this position manages the completion of study related deliverables. The IT Service Desk Manager is responsible for the security of IE offices and is the main point of contact for the assessment and implementation of end user computing software and tools. RESPONSIBILITIES Team Management: Hire, train, and coordinate the work of the service desk team. Encourage and recognize team in the development, automation, and integration of new processes and solutions. Operational Oversight: Prioritize and delegate tasks, ensure service level agreements (SLAs) are met, and monitor performance metrics. Process Implementation: Develop and implement standard operating procedures and collaborate in policy definitions.Conduct regular audits to verify compliance. Incident and Request Management: Ensure timely and effective resolution of incidents and fulfillment of service requests.Verify that work follows appropriate operating procedures. Ensure outages and VIP incidents or service requests are communicated, attended to, and resolved promptly. Collaboration: Work with other IT teams and stakeholders to resolve issues and improve service delivery. Ensure IT Service Desk team receives appropriate training from other IT teams to properly support changes in the environment. Continuous Improvement: Reviews service desk metrics, IT surveys, tracks user feedback, performs user interviews, develop/improves processes, and evaluating new technologies. Reporting: Track & Report on service desk performance metrics, including resolution times, customer satisfaction, and team performance. Service Desk framework: Build and deploy operational capabilities for tracking and managing the environment remotely. End User Computing Asset and Configuration: Manage user physical assets and their configuration to meet security and design requirements. Make End User Computing device recommendations for performance and cost. Office Physical Security: Manage IE offices and secure rooms physical access systems to meet security policy procedures. EDUCATION AND EXPERIENCE Bachelor’s degree in Computers or Information Technology preferred or similar experience. A minimum of 5 years in IT Support experience, including 2+ years in a supervisory or managerial role. A minimum of 2 years’ experience with ITSM tools and ticketing systems. Microsoft certification preferred. ITIL certification preferred. SKILLS Must have customer-service orientation with a self-driven, problem-solving, can-do attitude. Must have superior attention to detail and good oral and written communication skills. Must have team management skills to organize, mentor and build a customer-service team. Ability to manage small projects, resources and timelines. Ability to manage compliance with all procedures, rules, and regulations. Maintain strict confidentiality of sensitive data, records, files, conversations, etc. Must be self-motivated and able to grasp new concepts quickly. Knowledge of Microsoft Office 365, and Adobe. Knowledge of remote management tools . Knowledge of Windows 2012/2016/2019 and Windows 10/11. Knowledge of Windows server like Active Directory, Print Server, Group Policy, preferred. Knowledge of Citrix preferred. IMAGING ENDPOINTS’ TEAM CHARACTERISTICS Passion to Connect Imaging to the CureTM and pursue a meaningful career by improving the lives of cancer patients through imaging. Strong desire to be part of a dynamic, global team working closely together and growing year after year in a rewarding environment to help humanity through imaging. Commitment and caring for our fellow team members, their families, and the communities IE serves – see more information about Caring Endpoints at Integrity and high ethical standards; we always do the right thing. High intellect and ingenuity; we enjoy solving problems, finding a better way, and the challenge of making a difference by improving lives. Structured, organized, detail-oriented, and self-motivated; we approach each day with a detailed plan and excitement to accomplish the day’s objectives while striving to improve ourselves and IE. Accountable; we do what we say and communicative effectively to meet deadlines; we enjoy advancing clinical trials, helping patients, and celebrating success. High standard for excellence; we proof our own work, hold high standards for ourselves and our team, and always prioritize quality above all else. PHYSICAL REQUIREMENTS While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms and talk and hear. The employee is frequently required to sit. Specific vision abilities required by this job include close vision, color vision, ability to adjust focus. TRAVEL REQUIREMENTS At least 10% #J-18808-Ljbffr