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Service Desk Manager

RedRiver Systems L.L.C.

This is a Full-time position in Plano, TX posted February 7, 2021.

Great opportunity with this growing organization in the healthcare field with with more than 800 facilities in 40 states! In this role you will be an important member of IT Leadership! You will have responsibilities for developing strategies and the actual implementation for all IT support including client platforms and user support, including the delivery, development, implementation, and support of technology solutions throughout the organization. You will work closely with leadership and other IT managers to define initiatives and solutions for improving service efficiency, effectiveness, and customer service. RESPONSIBILITIES Service Desk operation, including enhancements of existing operations and development of new offerings. Oversee the planning, procurement, implementation, operations, maintenance and obsolescence of technology assets. Financial performance of the Service Desk including PL and budget, while driving high client satisfaction and maintaining high employee job satisfaction. Communicate new and enhanced processes to affected employees, including the development and execution of training sessions as required. Lead a team of personnel by providing leadership, assistance and advice. Manage the day-to-day operations of the support team, including forecasting headcount, employee growth and training, performing reviews and enhancing operational efficiency. Manage the development of new service offerings from concept to full deployment. Leverage best practices using standards like ITIL within an agile framework, Manage vendors and service providers including SLAs, RFIs, RFPs and contracts Develop and maintain policies, procedures and documentation within your areas of responsibility. Develop strategies and support plans to meet and exceed SLA’s in a highly dynamic environment Identify resource gaps and proactively propose mitigation plans. Implement problem management processes to identify and remediate incident trends. BACKGROUND Strong experience as a “Hands on” manager over an End User Support team Strong experience managing multiple, cross-functional teams or projects Experience influencing senior management and key stakeholders. Solid experience supporting O365 enterprise environments Experience with PowerShell Scripting Experience with Ticketing Systems Solid understanding of ITIL processes and practices (ITIL Cert is a plus). RedRiver offers benefits including Major Medical, Dental, Vision, LTD and 401k. More positions httpredriversystems.comjobsjobs RedRiver Systems is an Equal Opportunity Employer.

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