Service Desk Manager

US-TX-The Woodlands
2 months ago
Emerus Holdings Inc
Shift Type

About Us

Emerus is a nationally recognized, innovative leader in the delivery of inpatient, surgical, and diagnostic medical health care. Specializing in the identification, development and management of improved-access community medical facilities, Emerus provides cost effective, scalable growth opportunities to large-scale, national health care systems throughout the United States. 


By providing operationally efficient facilities and focused alignment with current health care trends, Emerus’ community-based hospitals prioritize limited inpatient stays, efficient emergency rooms and cost effective pricing in a smaller campus setting. Based in The Woodlands, Texas, Emerus has more than 1,400 employees, with expert concentrations in over 20 different fields throughout the medical industry.

Position Overview

The Service Desk Manger is responsible for overseeing the quality of daily work orders and overall customer satisfaction.  Candidate will be responsible for managing both customer and technician expectations through managing the Service Desk Team.  This position requires working independently with minimal supervision from Director of IT. 

Essential Job Functions

  • Ability to manage multiple technicians and customer expectations
  • Take ownership of customer issues reported to team members and ensure problems through to resolution
  • Ensure team members are researching, diagnosing, and troubleshooting solutions to resolve customer issues
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Proactive in communication to customers and technicians as issues arise ensuring prompt and accurate feedback to customers
  • Work closely with top management through daily communication
  • Ensure proper recording and closure of all issues
  • Set the pace and workflow for the entire team
  • Manage staff by recruiting, training, and coaching employees, communicating job expectations and appraising their performance
  • General knowledge-base of IT networking infrastructure coupled with server/desktop support
  • Hourly, Daily and Weekly review of all work orders
  • Ensure service team metrics meet KPI’s and SLAs while upholding highest level of customer service and satisfaction
  • Explore scalable and cost-effective Helpdesk call center models
  • Maintain and optimize client devices asset lifecycle management program
  • Create reports to review with the Director of IT

Other Job Functions

  • Maintain confidentiality and security standards and policies for the organization.
  • Attend staff meetings or other company sponsored or mandated meetings as required.
  • Ability to work off-hours

Basic Qualifications

  • Bachelor’s Degree or equivalent technical work experience or certifications
  • 3+ years’ experience in application, technical support, desktop, helpdesk, or systems administration in an enterprise environment
  • 3+ years of proven leadership in managing Service Desk in a nationwide company
  • Functional knowledge of IT networking infrastructure
  • ITIL Certifications, preferred
  • Prior experience in managing or implementing Enterprise Service Desk Applications such as CA, Remedy, ServiceNow or other major products
  • Healthcare industry experience
  • Passion for IT and eagerness to stay current with changing technology practices
  • Ability to utilize metrics and data to improve service quality and team performance
  • Ability to adapt and promote organizational core beliefs and values
  • Position requires fluency in English; written and oral communication


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