Manager, IT Service Desk & Telecommunications

Miami, FL Full-Time Customer Service Center

Location:

Jackson Memorial Hospital
1611 N.W. 12th Avenue, Miami, FL, 33136
Shift: Full Time, Days

Jackson Memorial Hospital is the flagship hospital for Jackson Health System and it has been a beacon of medical excellence and community care for more than a century. Throughout its rich and storied history, Jackson Memorial — located in the heart of the City of Miami — has been ground zero for some of the world s greatest medical breakthroughs and important moments in South Florida.

We ve grown into one of the nation s largest public hospitals, and one of the few that is also a world-class academic medical center with a proud mission and proven success. Jackson Memorial is an accredited, tertiary teaching hospital with 1,500 licensed beds, where nearly every medical specialty is provided by some of the world s most skilled and highly regarded multidisciplinary team of healthcare professionals.

• The Manager, IT Service Desk and Telecommunications has overall responsibility over both the 24/7 Hospital Operator and Code Page Operators (telecommunications), and the 24/7 IT Service Desk, also known at Jackson as the Customer Service Center (CSC).
• This position is responsible for ensuring a customer-focused approach to delivering IT technical and customer support for the entire Jackson Health System.
• Within the IT Service Desk, technical staffing and call management is a primary responsibility, as is technical documentation and the overall monitoring and management of Incidents and Service Requests to ensure that organizational service level commitments are met consistently.
• From a telecommunications perspective, staffing and the customer-focused handling of incoming calls to our three hospital campuses is closely monitored to ensure that our customers are being helped with a world-class level of customer service.
• Additionally, the very critical handling and prioritization of code paging is a vital responsibility of this organization, In all, the two call centers receive more than 1.2 million calls annually.
• The incumbent may assist and act in a confidential capacity to help manage, formulate, determine and effectuate management process and polices.
• The incumbent may attend management meetings and may be involved directly or indirectly in the decision making process around confidential management decisions.
• Position requires exercise of independent judgment.

• 2nd level leadership for the 7x24 IT Service Desk (Customer Service Center - CSC), ensuring that the organization provides ITIL-compliant, technical support to 14,000 Jackson Health System employees and contractors, and to UM and community physicians.
• 2nd level leadership for the 7x24 Hospital Switchboard Operator (Telecommunications) staff, ensuring that the organization is providing a world-class level of customer service to the public -- our customers, patients, and patient families. Additionally, ensuring that the Telecommunications team is appropriately prioritizing and handling code pages, stroke alerts, etc., in the required time frames.
• Ensure that call answer times, call handle times, and abandoned call levels meet our service level objectives in order to prevent lengthy waits for our callers; ensures that hospital Code Paging is handled with the highest priority in order to assure the most urgent response possible from our healthcare providers.
• Provide inventory management oversight, developing strategies, systems, processes/procedures, and the reporting necessary to maintain and optimize Jackson s IT inventory levels.
• Act as a 2nd level IT escalation point for JHS IT customers and leadership, 24/7.
• Ensure that customer escalations are handled effectively and in a timely manner, while performing peer (manager/director) escalations within IT to ensure that incidents and service requests are meeting customer expectations and service level commitments.
• Participate as part of the Emergency Management Group to define scope and priorities of assignments, determining requirements and procedures for all emergency communications during all internal and external events.
• Ensure that our IT…