At Merit Medical, our mission is to create innovative medical devices that improve lives. Our goal is to hire and develop people who want to build something special through hard work, team effort, and commitment. Together, we are making a difference in the lives of patients around the world.
WORK SHIFT
DAY (United States of America)
Summary Of Duties
We are looking for a Service Desk IT Manager to lead our team of IT support specialists and ensure the smooth and efficient delivery of IT services to our clients.
You will be responsible for managing the service desk operations, overseeing the resolution of IT incidents and requests, and ensuring the quality and customer satisfaction of the IT support.
You will also be involved in developing and implementing IT policies and procedures, managing IT projects and initiatives, and collaborating with other IT managers and stakeholders
Essential Functions Performed
Manage the service desk team, including hiring, training, coaching, and performance evaluation.
Monitor and report on the service desk performance metrics, such as SLA, KPI, and customer feedback.
Ensure the timely and effective resolution of IT incidents and requests, following the ITIL best practices and escalation procedures.
Establish and maintain a high level of customer service and satisfaction, by communicating effectively with the clients and the service desk team.
Develop and implement IT policies and procedures, such as incident management, change management, and service catalog.
Manage IT projects and initiatives, such as service desk improvement, automation, and integration.
Collaborate with other IT managers and stakeholders, such as infrastructure, security, and business analysts, to align the IT strategy and objectives.
Essential Physical/Environmental Demands
Lifting -- Not to exceed 50 lbs. – local practice may apply.
Writing
Sitting
Standing
Bending
Vision
Color perception
Depth perception
Reading
Field of vision/peripheral
Summary Of Minimum Qualifications
Bachelor's degree in Computer Science, Information Systems, or related field.
At least 5 years of experience in IT service desk management, preferably in a large and complex IT environment.
Strong knowledge of IT service management frameworks, such as ITIL, COBIT, or ISO 20000.
Proficient in IT service desk tools, such as ServiceNow, Jira, or Zendesk.
Excellent communication, leadership, and problem-solving skills.
Customer-oriented, proactive, and collaborative attitude.
Certifications in IT service management, such as ITIL Foundation, ITIL Expert, or ITIL Master, are a plus.
The risk category explains whether or not employees are likely to come into contact with blood or body fluids while performing their jobs. Risk category II states employment and procedures that may require exposure.
As an eligible Merit employee, you can expect the following:
Multiple Shifts and Hours to choose from: Days, Swing (Eve), and Nights
Medical/Dental & Other Insurances (eligible the first of month after 30 days)