Mgr, IT Service Desk

Manages the IT Service Desk team. Leads the Service Desk performance of Level 1 services and support to clients (internal and external) and ensure that service levels are achieved. Ensure that customer expectations are met or exceeded. Ensures staff is meeting and exceeding expectations in performance, defined metrics and benchmarks, and standards and processes are followed to provide effective customer service.

Essential Functions:
  • Manages the Service Desk staff to include coaching, mentoring and performance management.
  • Works with Senior IT Management to establish Service Desk performance standards and metrics by location.
  • Oversees solutions repository and ensures top quality solutions are available to the staff.
  • Develops service and business level agreements to set expectations and measure performance.
  • Develops an effective and workable framework for managing and improving customer IT support in the organization.
  • Advises management on situations that may require additional client support or escalation.
  • Manages tickets and queue requests as needed to support the needs of the business.
  • Manages processes for communicating outage and emergency activities to the organization.
  • Reviews survey feedback to improve services, tools and support experience.
  • Leads process improvement efforts to decrease calls to the Service Desk.
  • Monitors and manages phone queue (participating in escalated calls as needed).
  • Works with other teams to support new applications, problems, process and procedures.
  • Triages and prioritizes issues and communicates incidents to upper management teams.
  • Manages and coordinates urgent and complicated support issues.
  • Acts as an escalation point for all requests and incidents.
  • Develops and revises phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
  • Provides data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly and/or monthly timeframes.
  • Drives Ticket Deep Dive and develops strategies for improvement.
  • Works to make the Service Desk the single source of truth and service delivery channel for IT.
  • Performs other duties as assigned.
Additional Responsibilities:
  • Based on organizational structure and business need. the Mgr, IT Service Desk make have oversight and responsibility of Asset Management which duties include:
  • Manages the ITAM staff to include coaching, mentoring and performance management.
  • Leads efforts to ensure ITAM discipline is adhered to across all aspects of the ITAM process.
  • Ensures appropriate governance is in place for the IT asset repository to regularly have a 95% or better accuracy.
  • Provides data and information to leadership in support of reporting and metrics.
  • Manages tickets and queue requests as needed to support the needs of the business.
  • Leads internal self-audits and external audits of hardware and software assets as required.
  • Organizes and analyzes purchase information to establish an accurate and complete summary of asset costs.
  • Notifies management of potential savings opportunities for purchases, renewals and software licensing.
  • Manages and maintains owned software license repository and improves the scope, quality and reliability of the data.
  • Monitors software license metering and harvesting efforts.
  • Provides support for collection of information for budgeting, compliance, and cost comparisons.
  • Provides support and backup to senior level ITAM associates through performance or regular ITAM activities.

Candidate Education:

  • Required An Associate's Degree in a related field Information Systems or Information Technology
  • Required or equivalent work experience 2 additional year of experience in Information Systems, IT Asset Management or Information Technology
Candidate Experience:
  • Required 2 years experience in leading/supervising others
  • Required 4 years of experience in IT Service Desk or Help Desk environment
  • Required Other Solid understanding or practical work experience with IT Asset Management
Candidate Skills:
  • Intermediate Ability to lead/manage others
  • Intermediate Ability to work in a matrixed environment
  • Intermediate Ability to analyze information and covert related activities into a comprehensive work plan
  • Intermediate Demonstrated interpersonal/verbal communication skills
  • Intermediate Demonstrated organizational skills
  • Intermediate Demonstrated problem solving skills
  • Intermediate Ability to multi-task
  • Intermediate Ability to work in a fast paced environment with changing priorities
  • Intermediate Ability to communicate and make recommendations to upper management
  • Intermediate Ability to effectively present information and respond to questions from peers and management
  • Intermediate Ability to identify basic problems and procedural irregularities, collect data, establish facts, and draw valid conclusions
  • Intermediate Ability to implement process improvements
  • Intermediate Ability to work as part of a team
  • Intermediate Demonstrated analytical skills
  • Advanced Demonstrated customer service skills
  • Advanced Demonstrated time management and priority setting skills
  • Intermediate Demonstrated written communication skills
Licenses and Certifications:
A license in one of the following is required:
  • Preferred Certified IT Asset Manager (CITAM)
  • Preferred Other ITIL
  • Preferred Other IAITAM CSAM - Certified Software Asset Manager
Technical Skills:
  • Required Intermediate Microsoft Word
  • Required Intermediate Microsoft Excel
  • Required Intermediate Microsoft Outlook
  • Required Intermediate Microsoft PowerPoint




About us
Headquartered in Tampa, Fla., WellCare Health Plans, Inc. (NYSE: WCG) focuses exclusively on providing government-sponsored managed care services through Medicaid, Medicare Advantage and Medicare Prescription Drug Plans to families, children, seniors and individuals with complex medical needs. WellCare is a Fortune 500 company, and in 2018, was recognized as a Fortune "World's Most Admired Company", ranking in the top five among the health insurance and managed care industry-a testament to the hard work and dedication of the company's nearly 9,000 associates who each day live WellCare's values and deliver on its mission to help its members live better, healthier lives. The company serves approximately 4.4 million members nationwide as of Dec. 31, 2017. For more information about WellCare, please visit the company's website at EOE: All qualified applicants shall receive consideration for employment without regard to race, color, religion, creed, age, sex, pregnancy, veteran status, marital status, sexual orientation, gender identity or expression, national origin, ancestry, disability, genetic information, childbirth or related medical condition or other legally protected basis protected by applicable federal or state law except where a bona fide occupational qualification applies. Comprehensive Health Management, Inc. is an equal opportunity employer, M/F/D/V/SO.