Job Information
New York eHealth Collaborative Service Desk Manager in Albany or New York, New York
Service Desk Manager
Job Details
Job Location
Albany or NYC Office - Albany or New York, NY
Position Type
Full Time
Description
New York eHealth Collaborative: Service Desk Manager
New York eHealth Collaborative (NYeC) is a not-for-profit organization working in partnership with the New York State Department of Health (NYS DOH) to improve healthcare by collaboratively leading, connecting, and integrating health information exchange across the State.
Founded in 2006 by healthcare leaders, NYeC works to help New York State achieve the Triple Aim of improving the patient experience of care, delivering better health outcomes, and reducing costs. On behalf of the State, NYeC leads the Statewide Health Information Network for New York (SHIN-NY), a network connecting healthcare providers statewide, develops policies and standards that support the utilization of health technologies, assists healthcare providers in adopting and effectively using electronic health records, and ensures that the SHIN-NY provides services to support the State’s public health and Medicaid efforts.
Position Summary:
Are you ready to lead a dynamic team and make a real impact on healthcare technology in New York? NYeC is looking for a driven Service Desk Manager who will manage and inspire our Service Desk team, ensuring top-notch, customer-centered support for NYeC employees, customers, and stakeholders across the SHIN-NY. This role goes beyond day-to-day oversight; it’s about empowering a team to provide exceptional support while driving innovative IT solutions from development through to seamless operation. As a key leader within the IT team, you will also be responsible for working with internal and external teams to bring new products and use cases from development to operations.
The Service Desk Manager is required to be part of the 24x7x365 Manager On-Call rotation for Disaster Recovery and Major Incidents, which may include work in high-pressure environments. The Manager is also part of the IS Service Desk on-call rotation. This includes calls from Service Desk team members who have an urgent work-related question, requests for help with covering high call volume. This position can be operated out of the Manhattan, NY office or the Albany, NY office.
Responsibilities include:
Serve as a liaison between IT Operations Team, NYeC vendors, and the NYeC Service Desk. Develop collaborative bidirectional relationships and ensure that all IT support needs are being met.
Support and encourage an environment of innovation and learning so that staff remain current with relevant technology and industry best practices that may enhance the services provided to our customers.
Development and mentoring of the NYeC Service Desk Analyst team, as well as performance management, and ongoing talent acquisition.
Collaborate and coordinate with other NYeC departments, as well as with vendors/partners, to integrate operational support into all project frameworks, and lead efforts to bring new products and use cases from development to operations.
Oversight for all corporate IT functions for internal NYeC users, including IT physical office assets and locations, (eg, printers, laptops, copy machines, phones, networks, etc), corporate IT platforms (eg, administration of Microsoft Office, Atlassian tools, etc), and access requests for all NYeC systems.
Ensure that adequate documentation and staff cross-training exists for backup consultation/support of all major products under the responsibility of the Service Desk team.
Assist in the development and ongoing management of the enterprise IT budget as it relates to the Service Desk functions.
Direct staff in providing systems software debugging, troubleshooting, and problem resolution services, including entering and updating problem and change tracking records.
Monitor customer satisfaction with project execution and operational support, and identify opportunities and implement changes to drive service improvement.
Conduct or participate in product evaluations for new or upgraded products, as needed.
Develop broad product expertise. Provide in-depth user consulting on supported products.
Monitor data and make recommendations to better utilize IT resources to effectively manage costs and optimize utilization and performance.
Experience and Skills:
Associate's or Bachelor's Degree, or technical institute degree/certificate in Computer Science, Information Systems, or other related field.
6+ years of experience working in a Service Desk/Help Desk environment with demonstrated working knowledge of basic hardware and software products and problem solving/troubleshooting skills.
Previous supervisory and management experience in a Service Desk environment with ability to motivate team (at least 3+ years).
Practical hands-on experience monitoring and responding to events in cloud-based environments such as Microsoft Azure and Amazon Web Services (AWS).
Working knowledge of the effective administration of core Microsoft Office 365, and Atlassian products required.
Ability to provide technical guidance and information in layman's terms to non-technical listeners.
Healthcare information exchange (HIE) and/or healthcare information technology (HIT) knowledge desired.
Working knowledge of ITIL V4.0. ITIL certification a plus.
Previous experience leveraging cloud applications using monitoring tools such as DataDog, or other cloud monitoring/logging tools used for problem identification, troubleshooting, and resolution.
Must be detail oriented, have strong people skills, and able to communicate ideas and results effectively in both oral and written form.
Experience processing department invoices and managing budgets preferred.
Must have strong project management skills.
Expectations of Employees:
NYeC supports the healthcare sector, and we expect every employee to be vaccinated in accordance with NYeC’s policy before beginning employment with NYeC and present proof prior to their start date, unless they have requested and been granted an exemption or accommodation (based on disability/medical condition or a sincerely held religious belief).
Employees work a hybrid in-office schedule (at either our Manhattan, NY or Albany, NY office and then remotely). Barring specific exemptions, team members are expected to work from the office on a regular schedule determined by the COO and on other days specified by their manager (no less than 1 day per week in the office). This schedule is subject to change.
NYeC supports work happening across New York State. From time to time our team members must visit other parts of the state. The most common requirement is for a New York City based team member to travel to Albany and vice versa.
We consider a wide range of factors when determining compensation, which may cause compensation to vary depending on your skills, experience, qualifications, and home office location (Manhattan, NY vs. Albany, NY). The annual base salary range for this role for an Albany, NY based candidate is $88,000 to $105,000. The annual base salary range for this role for a Manhattan, NY based candidate is $105,000 to $125,000. The salary offer will not be based on a candidate’s salary history at other jobs, and by law, NYeC will not seek information about salary history, and candidates should not share such information with NYeC. All compensation questions and comments should be directed to the HR Department representative during your application, interview, and hiring process.
NYeC is an Equal Opportunity Employer. We are dedicated to building a diverse, inclusive, and authentic workplace, so if you are excited about this role but your past experience doesn't align perfectly with everything listed in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
For more information about NYeC and to apply for this position, visit our website at https://www.nyehealth.org/careers/. We accept online applications only.