Peak Vista Community Health Centers is a non-profit healthcare organization whose mission is to provide exceptional healthcare to people facing access barriers.  We provide primary care services (medical, dental and behavioral healthcare) through 25 outpatient health centers in El Paso, Teller, Lincoln, Adams, Elbert, and Kit Carson counties.  We deliver care with our strong “Hospitality” culture.  Our organization has over 600 employees and serves over 10% of the residents in the Pikes Peak region.  Peak Vista is accredited by the Accreditation Association for Ambulatory Health Care, Inc. (AAAHC).

Job Summary (Essential Functions)
Service Desk Manager Job Purpose: Manages the service desk to ensure all goals are met for the service desk.

Service Desk Manager Job Duties:
 

• Responsible for assuring users are provided efficient and timely first and second level support during clinical working hours.
• Performs staff scheduling to ensure Service Desk coverage during normal business hours and on-call support as required
• Manages the Service Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities
• Provides staff support for administrative tasks and projects relative to the Desktop, Wide Area Network, Local Area Network and Telephone functions
• Responsible for the timely creation of all accounts needed by staff and others for the performance of their duties or other access needed to conduct business
• Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems
• Maintains a central source of information enabling Service Desk staff and support technicians to recover outages with minimal disruption to expected service levels
• Invokes problem escalation procedures to coordinate recovery
• Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found
• Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department
• Ensures that decisions made to improve the overall customer support of the Service Desk are continually carried through
• Coordinates training requirements of Service Desk personnel
• Contributes to departmental productivity and development objectives by participating in training programs
• Provides leadership by projecting a positive attitude, and providing learning incentives
• Accurately communicates pertinent information. Assists in the development and implementation of quality improvement programs for assigned department.
• Solves problems and makes decisions on a daily basis relative to Service Desk responsibilities. Ensures that effective Service Desk representation takes place for the coordination of work processes and projects with other departments
• Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department.
• Resolves problem situations in a professional manner.
• Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service
• Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service
• Maintains competency and enhances professional growth and development through continuing education and conferences
• Serves as the around-the-clock contact for all related support issues,  providing advanced first level technology support
• Meets with technology technicians, attends seminars and reads industry related publications to remain abreast of technology advances
• Ability to manage multiple high priority initiatives in a fast paced highly technical environment
• Performs all duties of Accounts Supervisor, IT Generalists, and Technicians
• Account technician for various software programs
• Aware of and enforces standards associated with HIPAA privacy and security rules
• Technical writing and oral communication skills
• Good interpersonal and customer service skills with technical and non-technical customers
• Able to work in a team environment
• Able to move and lift items up to 50 pounds up to desktop height
• Ensures operation of equipment by completing preventive maintenance requirements; following manufacturer's instructions; troubleshooting malfunctions; calling for repairs; maintaining equipment inventories; evaluating new equipment and techniques.
• Maintains quality service by establishing and enforcing organization standards.
• Evaluates training by evaluating effectiveness of training to specific job applications.
• Maintains technical knowledge by attending educational workshops; reviewing publications.
• Contributes to team effort by accomplishing related results as needed.
• Performs other duties as assigned.

Supervision Given:  Accounts Supervisor, IT Generalist staff, Service Desk Technicians
Supervision Received: IT Director


Qualifications

Education: Bachelor’s Degree in business management, information technology and/or other related field required.
Work Experience: 5-7 years IT experience on a service/help desk.  Healthcare and/or not for profit experience a plus.  ITIL certification preferred.
 
Cognitive Skills (Language, Math, Reasoning Ability): Strong customer service skills, ability to negotiate, excellent written & verbal communication skills, strong reasoning and critical thinking abilities, decision-making capability required. Self-Development, Self-Confidence, and Dealing with Complexity. Technical documentation skills for end users.
 
Computer Skills: Microsoft Office Skills.
 
Other Skills: Knowledge of HIPAA requirements preferred. Must be able to adapt and change based on external circumstances
 
Certificates & Licenses: Any computer certifications a plus.


Physical Demands
OSHA Risk Level/Work Environmental Hazards: This position has been categorized as OSHA Level Three. (See PVCHC's Exposure Control Plan for details).
Physical Demands: Frequent standing and walking, occasional long periods of sitting, moderate bending, moderate energy requirements, and frequent fine motor skills. Looking at computer screen continuously for long periods of time, hearing within normal range. Must be able to lift 50 pounds.


*Successful candidates will complete pre-employment screening; which includes, but is not limited to a Criminal Background check. Peak Vista Community Health Centers is a drug and alcohol free workplace an an Equal Opportunity Employer.