CHG shook things up in 1979 by inventing the locum tenens staffing model. We connect doctors with patients who need their care. As the largest physician staffing firm in America, our providers treat millions of patients each year.
Our industry is growing and demand is high. This means you'll have plenty of opportunities to grow and develop in your career. Keeping healthcare healthy can be as fun as it is rewarding.
The Service Desk Manager role is to lead a high performing team in providing exceptional customer service. This includes managing all procedures related to the identification, prioritization, escalation and resolution of end user help requests, including the monitoring, tracking, and coordination of Service Desk functions.
Responsibilities
Oversee the development, implementation, and administration of service desk staff training procedures and policies
Oversee and manage our partnership with a 3rd party vendor that provides overflow/on demand service desk support
Manage the processing of incoming calls to the Service Desk via telephone, chat and e-mail to ensure courteous, timely, and effective resolution of end user issues
Responsible for scheduling and providing staff coverage
Design, enforce request handling and escalation policies and procedures
Establish and enforce Service Desk service level agreements in consultation with end users to establish problem resolution expectations and timeframes
Monitor and test fixes to ensure problems have been adequately resolved
Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
Track and analyze trends in Service Desk requests and generate statistical reports
Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations
Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency
Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users
Conduct research on emerging products, services, protocols, and standards in support of service desk technology procurement and development efforts
Conduct development reviews to ensure team members are continually challenged and developing in their career
Qualifications
A positive attitude and ideal team player mentality
Thought leadership to formulate clear strategy, map steps to get us there and show clear connection between vision and action
Ability to conduct research into a wide range of computing issues as required
Ability to present ideas in user-friendly language to non-technical staff and end users
Ability to work additional hours as required
Ability to prioritize workloads
Experience with operating systems and software; including Windows, OSx, iOS, Android and Office Suites
Solid relationship management and performance management skills
Ability to motivate and direct staff members and subordinates
Strong understanding of the organization's goals and objectives
Exceptional written and oral communication skills
Exceptional interpersonal skills, with a focus on listening and questioning skills
Strong documentation skills
3-5 years of leadership experience
In return we offer:
• 401(k) retirement plan with company match
• Traditional healthcare benefits such as medical and dental coverage, and some unique benefits like onsite health centers, corporate wellness programs, and free behavioral health appointments. • Flexible work schedules - including work-from-home options available • Recognition programs with rewards including trips, cash, and paid time off • Family-friendly benefits including paid parental leave, fertility coverage, adoption assistance, and marriage counseling • Tailored training resources including free LinkedIn learning courses • Volunteer time off and employee-driven matching grants • Tuition reimbursement programs
Click here to learn more about our company and culture.
We are an Affirmative Action/Equal Opportunity Employer Veterans/Disabled We are an at-will employer