Manager-Service Desk

Job Summary: The Manager-Service Desk will serve our customers, stakeholders, and business partners by creating, implementing, and following up on Service Desk fundamental operations and strategies. Oversees the customer relationship and will serve as a liaison between the Service Desk team and Loma Linda leadership. Responsible for successful partner relationships and efficient operations of the department. Performs other duties as needed.

Education and Experience: Bachelor's Degree required in Information Technology, Business, Management, or related field or an additional four years of experience required in lieu of degree. Minimum four years of experience working in a Service Desk, or related Customer Service environment required. Minimum one year Healthcare experience preferred.

Knowledge and Skills: Able to read; write and speak with professional quality; use computer and software programs necessary to the position, e.g., Word, Excel, Power Point, Access; operate and troubleshoot basic office equipment required for the position. Able to relate and communicate positively, effectively, and professionally with others; provide leadership; be assertive and consistent in enforcing policies; work calmly and respond courteously when under pressure; lead, supervise, teach, and collaborate; accept direction. Able to communicate effectively in English in person, in writing, and on the telephone; think critically; work independently; perform basic math and statistical functions; manage multiple assignments; compose written material; work well under pressure; problem solve; organize and prioritize workload; recall information with accuracy; pay close attention to detail. Able to distinguish colors as necessary; hear sufficiently for general conversation in person and on the telephone, and identify and distinguish various sounds associated with the workplace; see adequately to read computer screens, and written documents necessary to the position.

Licensures and Certifications: Help Desk Institute (HDI) Manager Certification or Information Technology Infrastructure Library (ITIL) Foundations Certification preferred.