Manager Service Desk at Penn Medicine (Philadelphia, PA)

| Philadelphia, PA
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Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

Position Description:
The Manager of the Service Desk manages daily functions performed by the Service Desk team including both analysts and supervisors. The Service Desk team is responsible for all the technical "Tier 1" support for the entire Penn Medicine workforce including patient IT needs in a timely manner. The Manager develops an effective and workable framework for managing and improving customer support in the organization by working with both the supervisors and the analysts. Responsible for ensuring the staff is meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements. Works with "Tier 2" teams to guarantee knowledge base scripts are up to date and effective. Works with supervisors to maintain staffing schedules are updated weekly and fills any non-planned gaps. Submits periodic productivity and service level reports to Director for review.

Oversees the completion of routine scorecard reviews of team's phone contacts. Assists in leading special projects which pertains to go-lives and new support requests. Provides coaching on phone handling as well as written and verbal end user communication skills. Will provide career guidance for analysts to assist them in their development and promotion. The ultimate goal of the Service Desk is to ensure a professional response when contacted by a Penn Medicine end user so patient care is achieved at the highest levels.

Accountabilities• Maintain timely communication to staff for all IS updates and system implementations.• Maintain a high energized workforce by paying close attention to staff needs and workloads.• Continue to build working relationships with hospital departments and Tier II is teams.• Develop new initiatives to better streamline the call-flow process.• Work with end-user community to improve the over-all Service Desk experience.• Develop proactive measures to insure staff is staying educated on the latest IS related tools to keep staff effective and efficient.• Performs duties in accordance with Penn Medicine and entity values, policies, and procedures• Other duties as assigned to support the unit, department, entity, and health system organization

Minimum Requirements:
Required Education and Experience: • Bachelor's degree required• 6+ years of experience in an IS environment required• 5+ years of experience working in a healthcare environment is preferred• IS Trade or Technical program completion is preferred

Required Licenses/Certifications:• Technical certifications such as MCSE, ITIL Foundation are preferred

Required Skills and Abilities:• Strong computer software technical aptitudes• Experience with Microsoft applications (e.g. MS Office, Active Directory, Outlook, etc.)• Experience with telephony management systems• Demonstrated positive experience working with end users• Demonstrated ITIL process skills preferably in a healthcare provider environment• Proven understanding of UPHS processes, applications and is an IS Subject Matter Expert preferred• Experience working in a Health Care Environment preferred

Additional Information:
Weekends are part of the 5 day work schedule for this position.
(Weekend schedule will be on the 1st shift and Weekdays will be on the 2nd shift)


As part of our COVID-19 response, this position may currently be offering partial or full remote work. However, in the near future this position will require full or partial on-site work.

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

Penn Medicine http://www.pennmedicine.org/careers/

Live Your Life's Work

We are an Equal Opportunity and Affirmative Action employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.
More Information on Penn Medicine
Penn Medicine operates in the Healthtech industry. The company is located in Plainsboro, NJ, Philadelphia, PA, Philadelphia, PA, Philadelphia, PA, Philadelphia, PA, West Chester, PA and Lancaster, PA. Penn Medicine was founded in 2022. It has 15195 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Dental Benefits, Vision Benefits, Health Insurance Benefits, Life Insurance and 401(K). To see all jobs at Penn Medicine, click here.
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