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Primary role:

This position reports to the IT Director of DHTS Service Desk Teams and will be responsible for the management of DHTS personnel on the Service Desk Team within this organization.  The manager provides communication and direction in the support and maintenance of the Customer Support function and maintains liaison with DHTS management and customer representatives.

The DHTS Service Desk Team provides 24/7 support for Duke Health System customers.  This team has the day-to-day responsibilities for providing IT support services to approximately 60,000 customers.  The group also provides technical support to all Duke Health IT support personnel and their associated customer base.  The group provides first line technical support for all associated hardware and software that comprises this customer community.

Essential tasks/responsibilities:

• Manage projects and tasks for a team of analysts in support of the above role
• Provide technical and strategic leadership to the team
• Work with the management team to develop a strategic vision
• Manage the day-to-day operational staff activities and assignments as well as all Customer Support functions and personnel
• Monitor staff progress, report status and metrics
• Evaluate requests for service, prioritize and assign resources in order to maximize customer satisfaction
• Participate in other project planning efforts as they relate to Duke Health initiatives, including project management on key efforts
• Participate in the development and management of operating and capital budgets
• Participate in all personnel management functions, including hiring, terminations, personnel evaluations and performance reviews, including disciplinary action when required
• Train, coach, and mentor Service Desk Analysts and other staff.
• Must participate in Crisis Management efforts which includes 24/7 on-call rotation
• Required to be on-call in support of team questions/challenges
• Perform other related duties incidental to the work described herein

Education/training

            Required:         BA/BS degree or equivalent relevant training or experience

            Preferred:         BA/BS degree in a related technical discipline

Experience

            Required:         3 - 4 years of progressive technical experience

            2 - 4 years of project management/team leadership/supervisory experience

                                    3 - 5 years of related customer support

            Preferred:         Health profession and /or Duke experience

Special competencies/credentials

Required:

• Business skills with a focus on customer satisfaction
• Excellent time-management and organizational skills
• Demonstrated written and verbal communication skills
• Excellent interpersonal and team-building skills
• 2 years experience in customer service management systems (ServiceNow, etc.)
• Proven experience in a customer service center setting
• Leadership and conflict management skills

Preferred

• Ability to effectively communicate with technical and non-technical personnel at various levels in the organization
• Analytical and solution-oriented
• Self-motivated and goal-oriented
• Familiarity with Service Management frameworks, e.g., ITIL, Six Sigma, etc.