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SSM Health Spv-Technology Service Center in Saint Louis, Missouri

Divison:

#SSM

PRIMARY RESPONSIBILITIES

  • Oversees the service center staff and manages all procedures related to prioritization and resolution of requests.

  • Contributes to problem resolution, staff escalations and facilitates the notification and communication of major issues to all IT Staff, including Senior Leadership.

  • Identifies improvements based on metrics, colleague satisfaction. Tracks and analyzes trends.

  • Ensures that disaster recovery is working as designed.

  • Coaches staff based on the pulled calls and ticket review process (quality assurance) to ensure accountability and consistency occurs throughout the department.

  • Interviews, hires, assigns work, and conducts performance reviews.

  • Ensures staff are engaged with teams outside of the department for true transparency and improved support.

  • Engages with other IT processes, such as Change Management and Project Management to ensure the department is positioned to support new Product rollouts.

  • Tracks and analyzes trends in Help Desk requests and generates statistical reports to be utilized for planning and strategy initiatives.

  • Performs other duties as assigned.

EDUCATION

  • Bachelor's degree in computer science or related field, or equivalent years of experience and education

EXPERIENCE

  • Four years' experience

PHYSICAL REQUIREMENTS

  • Frequent lifting/carrying and pushing/pulling objects weighing 0-25 lbs.

  • Frequent sitting, standing, walking, reaching and repetitive foot/leg and hand/arm movements.

  • Frequent use of vision and depth perception for distances near (20 inches or less) and far (20 feet or more) and to identify and distinguish colors.

  • Frequent use of hearing and speech to share information through oral communication. Ability to hear alarms, malfunctioning machinery, etc.

  • Frequent keyboard use/data entry.

  • Occasional bending, stooping, kneeling, squatting, twisting and gripping.

  • Occasional lifting/carrying and pushing/pulling objects weighing 25-50 lbs.

  • Rare climbing.

SSM Health is committed to equal employment opportunity based on race, color, religion, national origin, gender, sexual orientation, gender identity, pregnancy, age, physical or mental disability, veteran status, and all other statuses protected by law.

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