Manager, Service Desk - LifeNet Health

Manager, Service Desk

Location: Virginia Beach, VA (on-site)

Department: Information Systems

Job Type: Full-Time

Shift: 8:15 AM - 5:00 PM Monday – Friday

Clinical Classification: Non- clinical

LifeNet Health is searching for talented individuals who will embrace our mission of saving lives, restoring health, and giving hope.

LifeNet Health, headquartered in Virginia Beach, Virginia, is the largest nonprofit organ procurement organization (“OPO”) and tissue processor in the United States, as well as a leading innovator in tissue engineering and regenerative medicine. Our goal is to improve the quality of human life through the provision of organs, tissues and cells for transplantation; to provide innovation in the fields of bio-implants, regenerative medicine and research; and, to serve the community with educational and support services that enhance the donation process.  LifeNet Health has over 1200 employees and has a growing global presence.

How you will contribute to LifeNet Health’s success:

The Manager, Service Desk leads and manages the IS Service Desk to support the desktop computing needs of the organization. The Manager is responsible for developing and managing a high performance Service Desk team to meet/exceed the customer requirements.

What you’ll do:

• People Leadership: Provides oversight to assigned team by supervising, guiding, and directing employees to be effective team members. Ensures that everyone is equipped with the appropriate skills, tools, and talents necessary for executing their duties. Uses the established people processes (performance, development, succession, and career) to ensure that the team's level of performance and capabilities meet current and future standards. Establishes and utilizes new or existing programs and/or resources to manage employee engagement, motivation, recognition, and retention.
• Process Management: Provides oversight to all incoming operational issues and requests. Acts as an escalation point by managing and coordinating urgent and complicated support issues. Determines root cause of issues, proposes corrective and preventive actions and communicates appropriately to customers. Prioritizes work to maintain organizational service levels. Implements policies and procedures for the Service Desk Team and regularly reviews and adjusts with a focus on continuous improvement. Maintains adequate stock of inventory and ensures equipment configurations meet the performance requirements of the business needs. Manages Vendor relationships.
• Service Desk Performance Management: Creates, Implements and Measures KPls to the IS department and others in ad-hoc, weekly, monthly and as needed. Drives support ticket reviews and develops strategies for improvement. Develops and manages Service Level Agreements (SLAs) with customers. Solicits customer feedback via surveys with a goal to meet/exceed Service Levels.
• Technical Support: Develops technical solutions to complex issues, provides guidance to team and works collaboratively with other groups within IS to implement solutions. Ensures desktop operating system is current and secure by upgrading/patching as required. Provides on-call support during off-peak hours as needed.

What you’ll bring (Minimum Requirements):

• Bachelor's Degree in Information Technology, Computer Science, or related field
• Five (5) years of service desk experience to include working with software such as Cherwell, ServiceNow, Remedy or related.
• Four (4) years supervisory/ management experience with direct reports
• One (1) year project management experience
• One (1) year of experience with tracking and analyzing key performance indicators (KPl’s) to measure and improve performance

Preferred Experience/Skills/Certifications:

• Network+, A+, ITIL Foundation Certifications
• Seven (7) years of service desk experience
• Six (6) years of supervisory/ management experience with direct reports
• Two (2) years of project management experience
• Two (2) years of experience with tracking and analyzing key performance indicators (KPl’s) to measure and improve performance

 These would be nice too (Knowledge Skills and Abilities):

• People Development: Actively engages in talent management practices (selection, promotion, development, and engagement) to cultivate a workforce that is well aligned with current and emerging talent needs.
• Relationship Management: Builds and sustains partnerships across organizational boundaries and functions as well as outside the organization to achieve common goals and outcomes.
• Communication Skills: Written, verbal and presentation; ability to engage, inspire and influence people.
• Microsoft Office and related programs: Proficient in Microsoft Office, Windows desktop OS, computer imaging
• Organizational Skills: Ability to plan, implement and monitor assignments effectively to meet the needs of the business.
• Time Management: Ability to use time in an effective and productive manner with ability to work under pressure with tight timelines, make critical decision and maintain a sense of focus and urgency
• Analytical Thinking: Demonstrates the ability to successfully gather and evaluate pertinent information to draw conclusions and identify potential trends

Why work at LifeNet Health?

We have a fierce drive for our mission of Saving Lives, Restoring Health, and Giving Hope. You will not find another company with a culture as strong as ours.

• 403(b) and Profit Sharing Plan
• Affordable medical, dental, and vision coverage
• Corporate sponsored events for employees
• Work-life balance with generous paid time off to include vacation time, sick time, and paid holidays
• Tuition reimbursement
• Personal career, skill, and leadership development opportunities
• Wellness Program (gym reimbursement, monthly wellness webinars, mental health toolkit, financial resources, and much more)
• Employee Assistance Program (EAP) for employees and members of their household
• Dedicated and passionate co-workers

The pay rate for the successful candidate will depend on geographic location and the candidate’s qualifications and prior relevant experience.  The pay range for this position is $85,516 annually (entry- level qualifications) to 114,021 annually (experienced in this role). *

*Actual compensation may be higher based on the successful candidate's knowledge and relevant experience.

This position is eligible for an annual bonus once eligibility criteria are met. 

All benefits are subject to eligibility requirements and LifeNet Health reserves the right to modify or change these benefits programs at any time, with or without notice, unless otherwise required by law.  Further, nothing in this posting is intended to alter the “at will” relationship of a successful candidate and this posting does not constitute a specific promise.

We are proud to be an EEO/AA employer EOE/M/F/Disability/Vet. We maintain a drug-free workplace and perform pre-employment substance abuse testing.