Enterprise Service Desk Manager

Cognosante   •  

Phoenix, AZ

Industry: Professional, Scientific & Technical Services


5 - 7 years

Posted 30 days ago

Cognosante is on a mission to transform our country’s healthcare system. We are a health IT Company who helps public sector organizations do everything from strategic consulting and acquisition support to application development, data integration, data standards, and business process operations. Learn how we are making a difference in people’s lives today!

Job Description

Cognosante is looking for a Full Time Enterprise Centralized Service Desk (ECSD) Manager to oversee the Cognosante ECSD which is geographic dispersed across several states including Phoenix AZ, Nashville, TN, Falls Church VA, and Fargo ND. THE ECSD is the first line of support for our customers and provides 24x7 support for both internal and external support. The Full Time ECSD Manager will manage the tier 1 support staff, supervisors and leads as well as serving as an escalation point to our tier one service desk analysts. Based out of our Phoenix, AZ office, the ideal candidate possesses outstanding customer service, and technical aptitude. The ECSD Service Desk Manager acts as the lead source of accountability for the Service desk and its staff. The Service Desk Manager’s activities ensures the development and execution of a best practice and delivery of world-class customer service through service desk operations. The primary responsibility is to maintain 24/7/365 service desk operations and evolve customer satisfaction controls and quality of service delivery to its customers. The Service Desk Manager has direct line access and managerial control over all shifts of service desk supervisors, lead analysts and staff analyst personnel. The ideal candidate will have a proven track record of establishing, building, coaching, and evolving support services that span Service desk, desktop support, NOC and SOC.

Key Responsibilities

  • Oversee Tier 1 analysts, team leads and supervisors
  • Support of contact center technology and administer Nice InContact technology platform
  • Ensure successful on-boarding and service delivery of all ECSD and NOC/SOC customers
  • Serve as the ITIL incident manager, service level manager and continual process improvement manager
  • Continue to learn techniques and methods to improve service desk performance and quality as prescribed by the (HDI) Help Desk Institute, Disney Institute, ITIL, ISO 20000 best practices and similar resources of information
  • Collaborate with the CTO, CIO, Director of ITSM, Sr. Manager of Customer Success to develop and execute a strategy to offer NOC/SOC services from within the ECSD framework
  • Communicate and enforce the company’s policies and procedures to service desk staff
  • Provide mentorship, guidance and training necessary to develop service desk personnel for readiness in their current positions and assistance toward their career advancement and promotion
  • Conduct annual performance appraisals for service desk staff
  • Acts as the escalation point of contact to the customer and service desk and Support Services management
  • Participate as a leader during the recruiting and orientation of new service desk employees
  • Identify and promote training opportunities to improve personnel and service delivery
  • Conducts routine quality assurance reviews with clients, analysts and lead personnel
  • Provide proactive problem identification to develop mitigations or resolutions to customer issues and reduce reactive responses or the need for problem escalations whenever possible
  • Assess quality metrics, identify areas of improvement and implement processes in conjunction with team supervisors to achieve improvement
  • Hold calibration calls and meetings with the supervisory staff and the agents to ensure information is being distributed to customers correctly
  • Review current call volume distribution to determine appropriate staffing levels. Develop and maintain volume forecast to determine future staffing requirements and hiring recommendations
  • Engage the department in daily quality assurance monitoring of analysts. Activities to include random checks of voice recordings, incidents, and services requests
  • Ensure that weekly and monthly customer reports are reviewed in advance and delivered on time to customer expectations
  • Review service desk backlog on a daily basis and ensure all tickets are updated with current status
  • Observe time and attendance behaviors of service desk personnel. Track anomalies and enforce policy compliance
  • Analyze daily call statistics to ensure client service level agreements are being achieved and that agent performance standards are met and exceeded
  • Develop and recommend action plans for improvement for the team supervisors based on analysis of data

Required Qualifications

  • 4-year degree (Computer Science, Engineering, or other technical discipline is required)
  • 6 years of relevant IT infrastructure experience may be substituted for education
  • Experience in explaining highly technical data and information in simplistic grade school language for end users of complex IT systems and projects
  • Ability to use a variety of word processing, spreadsheet, graphics and scheduling tools, and able to gather and convert data into a written narrative
  • 5 years of service desk management experience

Additional Minimum Qualifications

  • Excellent communication (verbal and written), interpersonal, business management, time management, and developmental skills
  • Strong customer service orientation
  • Strong analytical and reasoning skills
  • Experience building process and implementing service desk and monitoring applications

Preferred Qualifications

  • HDI or ITIL certification
  • Excellent written and communication skills
  • Experience creating support documentation
  • Experience delivering support, NOC, and/or SOC services to government clients
  • Experience supporting one or more audits for ITSM, security, and compliance frameworks and controls such as HIPAA, ISO 9001, ISO 20000, ISO 27001, CMMI, AICPA SOC reports, and CMMI/SVC
  • Experience with Samanage, NICE inContact or ServiceNow is a plus