Manager - Hamilton, Canada - St. Joseph's Healthcare Hamilton

St. Joseph's Healthcare Hamilton

Verified Company

Hamilton, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Posting #:

23616

Openings Remaining:

Full/Part Time:

Full Time

Reg/Temp/Casual:

Regular

Union:

Non-Union

Hours of Work:

Monday to Friday

Time of Day:
Shift:
Open Date:

12/01/23

Closing Date:

19/01/23
***:

Reporting to the Senior Manager Technology Operations, the Service Desk Manager plays a key role in providing direct leadership, guidance, training the team on the Service Desk systems, processes, tools, and procedures required to document, track and resolve reported problems and to meet operational service levels and standards.
The Manager will provide leadership and direction to develop, maintain and enhance Digital Solutions service level deliverables, effective completion of daily work requests, enhancement and project activities.
Responsible for managing daily operations of the service desk, scheduling staff, managing the service desk team, representing the team to other hospital stakeholders, and helping to ensure that the service desk is constantly developing and improving.
Ensures that customer service, resolution of incidents and requests, and communication with customers is a priority**
RESPONSIBLITIES:
Contributes to the corporate efforts and initiatives, as appropriate, to enhance SJHH's mission, vision and values.
Performs duties in a manner that demonstrates the employee's commitment to developing a culture of patient and staff safety through accountability, reliability, trust and team work.
Works in compliance of the Occupational Health & Safety Act and its regulations, reporting hazards, deficiencies and contraventions of the Act, in a timely manner.
Leads the effective use of the ServiceNow ITSM environment and structures associated processes based on ITIL framework across Digital Solutions (i.e. ITSM processes extend through the Service Desk and Support functions).
Works with peers to continuously enhance ServiceNow selfserve portal functionality for all hospital staff
Develops and continuously improves regular (ie. monthly) ServiceNow reporting to provide Digital Solutions management visibility on support requests, incidents and workloads
Accountable for the endtoend process that effectively routes and delivers timely and accurate completion of requests and incidents, both within Service Desk where possible and when required across various Support teams.
Applies Continuous Improvement methodologies such that the flow and completion of tickets through Digital Solutions is optimized.
Works with management to develop internal ITSM SLOs, incident/request priority settings and appropriate escalation triggers
Develop and manage an effective Major Incident Process on behalf of Digital Solutions.
Works with peers and management to manage the critical staffing Onboarding process and continually strive to improve the process
Manages the creation, setup and maintenance of network user accounts and security group memberships
Manages the automated process where applicable for electronic communications of account ID's and passwords
Manages the process for onboarding system access requests and equipment requests through to completion
Manages the process of assigning onboarding tasks to peer departments and ensures timely completion
Manages the manual, inperson onboarding requests at the Service Desk and seeks to over time curb these toward selfserve / automated methods
Responsible for managing the daily operations of the Service Desk, managing the service desk team, representing the team to all internal Hospital stakeholders, external customers and helping to ensure that the service desk is constantly developing and improving
Ensures that customer service, incident and request resolution and communication with customers is a priority
Monitors Service Desk operations, establishes Key Performance Indicators and regularly reports out on same
Works with the Service Desk team to prioritize and enhance service and support levels, fairly balance workload across all
Work with Service Desk operators to enhance first call resolution and ensure that urgent unanticipated requests are acknowledged and resolved
Promotes the Service Desk with all departmental management and working to ensure that it is properly viewed as a core business asset
Initial point of contact with for incidents and/or requests that require escalation
Contributes to improving customer support by actively responding to queries, feedback and complaints
Follows up with customers to identify areas of improvement, survey staff and visibly act upon the results
Develops necessary documentation of policies, procedures, and troubleshooting directions for the Service Desk
Ensures that improvements in and/or changes to Service Desk operations are efficiently implemented and monitored for ongoing effectiveness
Recognizes problem trends and performs preliminary analysis of problems affecting the user community and proactivel