Deskripsi Pekerjaan
Are you an experienced IT leader with a passion for healthcare technology? HCLTech is seeking a dedicated Service Desk Manager to spearhead our hospital service desk operations in Taguig City. In this pivotal role, you will act as the bridge between cutting-edge clinical technology and the healthcare professionals who rely on it daily.
As the Service Desk Manager, you will be responsible for overseeing high-priority IT support services, ensuring seamless performance across hospital systems. You will lead a high-performing team to drive excellence in incident management, service delivery, and clinical user satisfaction. If you are a proactive problem solver with a background in IT Service Management (ITSM) and a commitment to operational efficiency in high-stakes environments, we want to hear from you.
Tanggung Jawab
- Lead and mentor a team of service desk analysts to provide exceptional technical support to clinical and business users.
- Maintain 24/7 service availability for critical hospital applications, ensuring minimal downtime.
- Manage incident, problem, and change management processes in alignment with ITIL frameworks.
- Monitor and report on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to drive continuous improvement.
- Collaborate with cross-functional technical teams and hospital stakeholders to resolve complex infrastructure issues.
- Develop and implement standardized operating procedures to enhance service desk efficiency.
- Ensure full compliance with healthcare data privacy and security protocols (e.g., HIPAA compliance).
Kualifikasi
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum 5-7 years of experience in IT service desk management, preferably within a healthcare or clinical environment.
- Strong working knowledge of ITIL methodologies; ITIL certification is highly preferred.
- Demonstrated experience in managing enterprise-level ticketing systems (e.g., ServiceNow, Jira Service Management).
- Proven ability to lead, coach, and develop large technical teams in a fast-paced environment.
- Excellent communication and stakeholder management skills, with a focus on empathy and urgency.
- Proficiency in analyzing performance metrics and translating data into actionable operational strategies.