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IS Service Desk Manager in Indianapolis, IN at Eskenazi Health

Date Posted: 12/28/2018

Job Snapshot

Job Description



The Service Desk Manager is responsible the delivery and continual improvement of all first contact (Tier 1) customer support services in the Eskenazi Health environment.

The scope of the Service Desk support mission extends across all Eskenazi Health information services and systems utilized by customers, staff, associates, and partners.  In addition to providing first contact support, the Service Desk also serves as the primary coordinating point for communications between customers/users and Information Services regarding support issues.

Within this scope the Service Desk Manager ensures that:

•         All Tier 1 support services are delivered in a consistent fashion and follow defined Health System processes

•         Support issues are appropriately prioritized using defined Health System algorithms

•         Every effort is made to minimize the impact of service interruptions and degradations

•         Issues not resolvable at Tier 1 are quickly escalated to the correct team point with sufficient information to enable resolution

•         Customers are provided with accurate, up-to-date information regarding support issues, regardless of the team handling the issue

•         Service Desk resolution times and rates continually improve

•         All Service Desk support encounters are documented within the Service Management platform

The Service Desk Manager will perform these functions guided by recognized, process-based, best practices for information technology service management and is charged with driving these methodologies into all operations, administration and management of and in cultural alignment with the programs and divisions of Eskenazi Health.


•         Bachelor's degree in a related engineering field, or the equivalent in other experience and/or certification

•         Intermediate ITIL/ITSM certification

•         At least 3 years of experience in a healthcare organization applying service management principles

•         Progressive management experience