Senior Service Desk Manager

Who We Are

At Suvida Healthcare, we are not just caregivers; we're compassionate advocates dedicated to enriching the lives of our cherished seniors. As a Team Member with us, you will embark on a fulfilling journey where your skills and empathy converge to make a meaningful impact on the well-being of an underserved community and their families. Our multi-disciplinary primary care program is built to address the physical, behavioral, social, and cultural needs of Medicare-eligible Hispanic seniors.

Celebrate diversity and inclusivity in a workplace that attracts, engages, values, rewards, and recognizes the unique needs and backgrounds of both, our patients and our team. We believe that a rich tapestry of experiences, shared interests, and perspectives enhances the care we provide, making us a stronger, service-centered, and more compassionate healthcare family and Employer of Choice! Will you join us Suvidanos, to help achieve our Higher Purpose?

What Makes Us Unique

We are an empowered primary care team, clinical operations, and support team creating health equity through an exceptional clinical and consumer experience that improves the quality of life for the people, families, and neighborhoods we serve. We tailor our primary care program to the culture, language, social, and overall well-being of the seniors we serve.

How We Work

Our Culture & Core Beliefs

• Earn Trust
• Building Relationships
• Creating Joy
• Doing Right
• Improving Every Day
• Moving Forward

Our Promise

• Purpose Driven Career
• Competitive Pay
• Best-In-Class Medical/Dental Coverage
• Free Mental Health & Life Coaching for Team Members and their Dependents
• Holiday Time Off with Pay
• Paid Community Service Day
• Paid Parental/Family Leave
• Paid Bereavement Leave
• Generous Paid Time Off (PTO)
• 401k Retirement Plan with Company Match
• And much more....

What You’ll Do

Position Summary

• The role of the Service Desk Manager involves building strong relationships with internal stakeholders and clients, overseeing IT operations and support across multiple centers, and ensuring timely project execution and service delivery. Key duties include managing performance improvement initiatives, coordinating IT resources and system upgrades, maintaining service desk and hardware lifecycle operations, and ensuring data security compliance, particularly under HIPAA standards.

Responsibilities

• Responsible for developing strong relationships with Center Director, support teammates and our providers
• Provide regular analytical updates to all interested parties
• Create, develop, and deliver performance improvement plans
• Develop a mutually beneficial relationship with the client
• Measure and track their understanding of monthly strategic objectives
• Coordinate IT resources, onsite resources and support to complete identified project or process improvement.
• Coordinate upgrades, change of equipment and onboarding new providers and teammates
• Escalation point for any concerns, requests or work not being completed by IT in a timely manner
• Ensures that systems, solutions, and processes are in place to meet the needs of internal and external clients.
• Responsible for end-to-end Hardware Lifecycle, Business Operations IT Support
• Responsibilities include Managing multiple Incident/Request queues for all IT business support
• Working closely with the IT security team to bring a balance of useability with security to keep practice data integrity secure and in line with HIPAA requirements
• Responsible for the configuration and day-to-day administration of the service desk software platform
• Responsible for the distribution of general issues/tickets
• Responsible for producing reports out of the service desk software platform
• Help administer Microsoft 365 including Teams Telephony
• Help support the Network stack at our centers
• Administer Apple Management Platform (JAMF)

What You’ll Bring

Knowledge, Skills, and Abilities

• Technical Proficiency: In-depth knowledge of IT systems, software, and networks is crucial. Proficient in troubleshooting and resolving complex technical issues.
• Leadership and Team Management: Ability to delegate tasks, provide constructive feedback, and foster a collaborative work environment.
• Communication Skills: Ability to convey technical information in a clear and understandable manner is vital
• Customer Service Orientation: Adept at handling customer inquiries, complaints, and providing timely resolutions.
• Problem-Solving and Analytical Skills: Capable of making data-driven decisions to improve service desk operations.
• Project Management: Ability to manage resources, timelines, and budgets to successfully complete projects.
• Knowledge of ITIL Frameworks: Ability to standardize processes and improving service delivery.
• Adaptability and Flexibility: Adaptable to change and open to learning new technologies and methodologies.

People Skills:

• Empathy: Ability to relate to their team’s challenges and customer frustrations, fostering a supportive atmosphere.
• Conflict Resolution: Maintaining a peaceful work environment and ensures that team conflicts do not impact service delivery.
• Active Listening: Accurately diagnosing problems and understanding the needs of team members and customers.
• Patience: Ability to calmly and effectively address problems without becoming frustrated, which inspires confidence and calm in the team and customers.
• Negotiation Skills: Find mutually beneficial solutions that align with the company’s goals and budget constraints
• Motivational Skills: Recognizing accomplishments, providing positive feedback, and encouraging professional growth contribute to a motivated workforce.

Education, Experience, Licensure, or Certification Requirements

• Bachelor's Degree or 5 years Min IT Management Experience.

Suvida Healthcare provides equal employment opportunities to all Team Members and applicants for employment and prohibits discrimination and harassment of any type with regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.