Service Desk Manager (Asheville, NC)

LOCATION: Asheville, NC - this is an office-based position in Asheville, NC. The person in this role must reside in North Carolina or within 40 miles of the NC border. Vaya Health operates Monday - Friday from 8:30am-5:00pm EST.

GENERAL STATEMENT OF JOB

Under the direction of the Vice President of Business Services, the Service Desk Manager will provide supervision and leadership to the Support Specialist II team. This position is responsible for leading the team of technical support specialist who provide advanced troubleshooting and resolution for IT issues, maintenance of staff laptops and conference room technology.

ESSENTIAL JOB FUNCTIONS

Customer Service:

• Managing the daily operations of the support specialist II team, and ensuring collaboration with staff to provide successful outcomes and customer satisfaction.
• Manage and coordinate urgent and complicated support issues.
• Point of Contact for Executive Leadership Team, Chief of Staff and Board Support Teams for all technology and systems issues
• Oversee meeting and technology support for board meetings, external stakeholder meetings and all conference rooms in Vaya offices.
• Act as escalation point for all requests and incidents.
• Determine root cause of issues and communicate appropriately to internal and external customers.
• Review survey feedback to improve services, tools, and support experience.
• Advise management on situations that may require additional client support or escalation.

Operations:

• Train, coach, and mentor Support Specialist II staff.
• Working with the SDM business owner, develop and monitor Service and Business Level Agreements to set expectations and measure performance.
• Oversee staffing with attention to allocating resources to meet SLAs.
• Deploy training materials for Vaya staff.
• Provide data and reporting of KPI's and trends to IT department leadership on an ad-hoc, weekly and monthly basis.
• Work to make Service Desk the single source of truth and service delivery channel for IT.
• Develop an effective and workable framework for managing and improving customer IT support in the organization.
• Manage process for communicating outage/emergency activities to the organization.
• Safeguard all applicant, client, and verification and company proprietary information.

Projects:

• Partner with the IT Infrastructure team for planning, maintenance, training, and support issues related to infrastructure projects.
• Coordinate special projects with vendors to complete strategic goals of the organization

Other Duties as Assigned.

KNOWLEDGE, SKILL & ABILITIES

Possess knowledge of and/or experienced in:

• Ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
• Thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
• Ability to balance and plan the short-term actions of the team.
• Knowledge and understanding of all relevant industry standards.
• Knowledge and understanding of best practices for service management.
• Strong communication skills, including the ability to be influential and persuasive with stakeholders.
• Ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk.
• Complete understanding of the organization's business.
• Ability to think critically about systems and to make adjustments consistently as needed.
• Ability to manage time effectively while setting the tone of the team through modeling and leadership.

A high level of diplomacy and discretion is required to effectively negotiate and resolve issues with minimal assistance. This will require exceptional interpersonal skills, and highly effective communication ability. Problem solving and conflict resolution skills are essential. A strong knowledge of state and federal rules, requirements and practices related to the service continuum in North Carolina is imperative. The employee must be able to read and comprehend complex written materials as well as spoken information. This position must have a good understanding of and working skills to apply descriptive statistics and inferential statistics to data sets and must be skilled in effective presentation of data to various audiences.

Advanced skills in MS-Excel and MS-Word that include pivot tables, graphs, charts, etc. are needed. Experience with MS-Project and project management methodologies a plus. Candidate should be able to act as a change agent and have a high tolerance for ambiguity and an ability to think creatively.

QUALIFICATIONS & EDUCATION REQUIREMENTS

High school diploma or GED required. Bachelor's degree in Business Administration or Information Systems preferred. Must have:

OR

PHYSICAL REQUIREMENTS

• Close visual acuity to perform activities such as preparation and analysis of documents; viewing a computer terminal; and extensive reading.
• Physical activity in this position includes crouching, reaching, walking, talking, hearing and repetitive motion of hands, wrists and fingers.
• Sedentary work with lifting requirements up to 10 pounds, sitting for extended periods of time.
• Mental concentration is required in all aspects of work.

RESIDENCY REQUIREMENT: The person in this role must live in North Carolina or within 40 miles of the NC border.

SALARY: Depending on qualifications & experience of candidate. This position is exempt and is not eligible for overtime compensation.

DEADLINE FOR APPLICATION: Open Until Filled.

APPLY: Vaya Health accepts online applications in our Career Center, please visit https://www.vayahealth.com/about/careers/.

Vaya Health is an equal opportunity employer.