Manager, Service Desk

Description
Company: Oak Street Health
Title: Service Desk Manager
Oak Street Health is a rapidly growing public company of primary care centers for adults on Medicare in medically-underserved communities where there is little to no quality healthcare. Oak Street's care is based on a unique model that is focused on value for its patients, not on volume of services. The company is accountable for its patients' health, spending more than twice as long with its patients and taking on the risks and costs of their care. For more information, visit http://www.oakstreethealth.com.
For more information, visit www.oakstreethealth.com.
Role Description
As a Service desk manager, responsible for managing daily operations of the service desk, managing the service desk team, representing the team to other stake holders, and helping to ensure that the service desk is constantly developing and improving. You will collaborate with application owners, varying level of management, vendors, and other team members to support service users. Delivering customer service through multiple channels including human, digital, self-service, and automated. You will also be participating in projects to help improve the environment, to help make it more efficient as well as to create a delightful experience for the end user.
Core Responsibilities:

• Effectively managing, developing, and training the service desk team.
• Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
• Conducting and sharing results from service and operation performance reviews. Conducting standard assessment SWOT, CSA - Current state analysis, A gap analysis, and Regular bench marking.
• Promoting the service desk with senior management and working to ensure that it is properly viewed as a core business asset.
• Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations.
• Being aware of and managing the costs of running the service desks.
• Building monitoring and reporting frameworks as well as tools used to streamline and automate tasks throughout the platform lifecycle.
• Perform other duties as assigned.

What are we looking for?

• US work authorization
• Someone who embodies being "Oaky"
• 2 to 4 years of Managing Service desk teams, people management and good understanding of computer systems and other tech products
• Project Management Professional (PMP) certification is preferred, not required.
• Preferred ITIL or CompTIA certification
• Healthcare related knowledge is preferred, not required.
• Productive in a cloud-based environment.
• Advanced verbal and written communication skills necessary to present/explain technical knowledge, and provide advice to management, regulators, reviewers, and stakeholders.
• Experience and skills needed for customer support to include a focus on listening, rapport-building, clear communication, friendly and approachable nature, and courtesy and respect.
• He or she must possess exceptional verbal and written communications skills, an operations-oriented mindset, and a knack for technical firefighting, diagnostics, troubleshooting, and problem solving.

What does being "Oaky" look like?

• Radiating positive energy
• Assuming good intentions
• Creating an unmatched patient experience
• Driving clinical excellence
• Taking ownership and delivering results
• Being scrappy

Why Oak Street?
Oak Street Health offers our coworkers the opportunity to be at the forefront of a revolution in healthcare, as well as:

• Collaborative and energetic culture
• Fast-paced and innovative environment
• Competitive benefits including paid vacation and sick time, generous 401K match with immediate vesting, and health benefits

Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply to oakstreethealth.com/careers.