Under minimal managerial guidance of the Sr. Director IT Operations, the IT Help Desk Manager is responsible for direct oversight of Denver Health's IT Help Desk operations. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user incident requests and service requests; including the monitoring, tracking, and coordination of IT Help Desk functions using the Information Technology Infrastructure Library (ITIL) IT management model. Directly responsible for budget, employee engagement, strategic direction, reporting processes, and standard operating procedures to support maximum productivity, service quality, compliance, client satisfaction and technology support expansion. Provide escalation support to end users of the Denver Health agency, on a variety of technical or training issues, with a focus on world class customer service and improving the customer experience (internal to Denver Health and Patients).
Knowledge, Skills & Abilities:
1. Strong business acumen, creative thinking, rapid technological and financial decision making in a complex environment, common sense, strategic planning, organization, highly developed leadership style, solid communication skills and interpersonal skills.
2. Skilled in resource utilization, quality assurance and industry best practices.
3. Proven track record of employee development and successful management history.
4. Skilled in world class customer service delivery.
5. Ability to effectively perform under tight deadlines, to stay flexible with changing priorities, apply lean thinking/A3 problem solving and able respond to IT crisis situations.
6. General knowledge of IT security processes and procedures.
Proficient in the following IT applications:
a. Microsoft Office Suite with a heavy emphasis on Microsoft Excel and Outlook
b. Incident Management Software (Cherwell, BMC Remedy, Service Now, JIRA)
c. Cisco Finesse and CUIC Reporting)
d. InContact (formally CallCopy) call recording software
e. Microsoft SharePoint 2013 or higher
f. Microsoft Windows 7 and 10
Competent in the following IT Applications:
a. Cisco Call Manager and Cisco Unity
b. Microsoft System Center Configuration
Bachelor's degree required. Concentration in Business Administration, Healthcare or other related field preferred.
Seven years' experience in IT or Call Center environment required.
Two years' experience in a supervisor or lead role required.
Experience in a health care setting preferred.
ITIL Foundation v3 Certification required.
Location: Main Campus, Pavilion H
Work Type: Full time
All job applicants for safety-sensitive positions must pass a pre-employment drug test, once a conditional offer of employment has been made.
Denver Health is an integrated, efficient, high-quality academic health care system that is considered a model for the nation. The Denver Health system includes the Rocky Mountain Regional Level I Trauma Center, a 525-bed acute care medical center, Denver's 911 emergency medical response system, 8 family health centers, 15 school-based health centers, the Rocky Mountain Poison and Drug Center, the Denver Public Health Department, an HMO, and The Denver Health Foundation.
As Colorado's primary safety net institution, Denver Health is a mission-driven organization that has provided more than $3.3 billion in care for the uninsured in the last ten years. Denver Health is a leader in performance and quality improvements and remains financially secure, in part, due to its nationally recognized implementation of lean principles in healthcare. Denver Health is a major resource to the community, serving approximately 185,000 individuals and 67,000 children a year.
Located just south of downtown Denver, Denver Health is just minutes away from many of the cultural and recreational activities Denver has to offer.
We strongly support diversity in the workforce and Denver Health is an equal opportunity employer (EOE).
"Denver Health is committed to provide equal treatment and equal employment opportunities to all applicants and employees. Denver Health is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class."
Internal Number: 3539
About Denver Health
Take your career to the next level at Denver Health, where we offer a robust benefits package and endless opportunities for growth. Denver Health is a nationally-ranked, locally-trusted, premier healthcare institution located in the heart of Denver, Colorado.Twenty-five percent of all Denver residents, or approximately 150,000 individuals, receive their health care here. We are known as an integrated health care system that encompasses multidisciplinary academic specialties, a community health system, a level I adult trauma center, pediatric emergency and urgent care center home to Denver Public Health and many of the nation’s leaders in medicine.