IT Service Desk Manager

SUMMARY

Imaging Endpoints (IE) is an Imaging Technology and Imaging Clinical Research Organization (iCRO). We are passionately focused on our vision to Connect Imaging to the CureTM. Everything we do is aligned with this singular purpose. We work every day excited to advance imaging science, technology, and services to bring curative technologies to humankind. We have supported many of the most impactful new drug approvals in oncology, and we are seeking the most talented individuals globally that are passionate in their desire to assist us in our mission to customize each clinical trial’s imaging to optimize the opportunity to demonstrate efficacy.

Imaging Endpoints is based in Scottsdale, Arizona, with offices in Cambridge, Massachusetts;
London, UK;
Leiden, Netherlands;
Basel, Switzerland;
Hyderabad, India and Shanghai, China. We are an affiliate of Honor Health, one of the largest healthcare systems nationally, and Scottsdale Medical Imaging Limited (SMIL/Rad Partners), the largest private radiology group in the United States. We are recognized as the world’s largest and most preeminent iCRO in oncology.

The IT Service Desk Manager is responsible for managing the operation of the IE Global IT Service Desk. This role is crucial to ensuring customers (internal and external) receive appropriate and timely communication and resolution of incidents and requests. The IT Service Desk Manager is responsible for the Incident Management process and acts as Incident Manager as needed. The IT Service Desk Manager tracks issues that users experience and collaborates with other IT teams and vendors to resolve them in a timely manner.

In addition, this position manages the completion of study related deliverables. The IT Service Desk Manager is responsible for the security of IE offices and is the main point of contact for the assessment and implementation of end user computing software and tools.

• Team Management:Hire, train, and coordinate the work of the service desk team. Encourage and recognize team in the development, automation, and integration of new processes and solutions.
• Operational Oversight:Prioritize and delegate tasks, ensure service level agreements (SLAs) are met, and monitor performance metrics.
• Process Implementation:Develop and implement standard operating procedures and collaborate in policy definitions.
  
  Conduct regular audits to verify compliance.
• Incident and Request Management:Ensure timely and effective resolution of incidents and fulfillment of service requests.
  
  Verify that work follows appropriate operating procedures. Ensure outages and VIP incidents or service requests are communicated, attended to, and resolved promptly.
• Collaboration:Work with other IT teams and stakeholders to resolve issues and improve service delivery. Ensure IT Service Desk team receives appropriate training from other IT teams to properly support changes in the environment.
• Continuous Improvement:Reviews service desk metrics, IT surveys, tracks user feedback, performs user interviews, develop/improves processes, and evaluating new technologies.
• Reporting:Track & Report on service desk performance metrics, including resolution times, customer satisfaction, and team performance.
• Service Desk framework: Build and deploy operational capabilities for tracking and managing the environment remotely.
• End User Computing Asset and Configuration: Manage user physical assets and their configuration to meet security and design requirements. Make End User Computing device recommendations for performance and cost.
• Office Physical Security: Manage IE offices and secure rooms physical access systems to meet security policy procedures.

• Bachelor’s degree in Computers or Information Technology preferred or similar experience.
• A minimum of 5 years in IT Support experience, including 2+ years in a supervisory or managerial role.
• A minimum of 2 years’ experience with ITSM tools and ticketing systems.
• Microsoft certification preferred.
• ITIL certification preferred.

• Must have customer-service orientation with a self-driven, problem-solving, can-do attitude.
• Must have superior attention to detail…