Service Desk Manager (Asheville, NC)

LOCATION: Asheville, NC - this is an office-based position in Asheville, NC. The person in this role must reside in North Carolina or within 40 miles of the NC border. Vaya Health operates Monday - Friday from 8:30am-5:00pm EST.

GENERAL STATEMENT OF JOB

Under the direction of the Cloud and Infrastructure Services Director , the Service Desk Manager will provide supervision and leadership to the Support Specialist team. This position is responsible for technical and administrative support and training related to network and computer systems. The Service Desk Manager supports both internal and external users and oversees the performance of all Vaya Health (Vaya) hardware and software. Support shall be provided in accordance with current Vaya policies and procedures and as directed by management.

ESSENTIAL JOB FUNCTIONS

Customer Service:

• Oversee 100% of the requests, incidents, and problems.
• Manage and coordinate urgent and complicated support issues.
• Act as escalation point for all requests and incidents.
• Monitor and manage phone queue and resolve escalated calls, as needed.
• Develop and refine phone/ticket escalation processes to ensure smooth information flow within the organization.
• Identify root cause of issues and communicate appropriately to internal and external customers.
• Review survey feedback to enhance services, tools, and support experiences.
• Advise management on situations requiring additional client support or escalation.
• Oversee the Solutions repository, ensuring high-quality solutions are available to the staff.

Operations:

• Train, coach, and mentor Service Desk Specialists (Levels 1 and 2); develop career paths.
• Develop Service and Business Level Agreements to set expectations and measure performance.
• Oversee staffing, ensuring resources are allocated to meet SLAs.
• Deploy training materials for staff.
• Interact with internal and external customers.
• Provide data and reporting of KPIs and trends to IT department leadership on an ad-hoc, weekly and monthly basis.
• Establish the Service Desk as the single source of truth and service delivery channel for IT.
• Develop a framework for managing and improving customer IT support in the organization.
• Manage process for communicating outage/emergency activities to the organization.
• Manage vendor relationships.
• Review and approve purchase orders; handle the Service Desk budget. Safeguard all applicant, client, and company proprietary information.
• lifecycle management.

Projects:

• Collaborate with the IT Infrastructure team on planning, maintenance, training, and support issues related to infrastructure projects.
• Coordinate special projects with vendors to achieve the organizations strategic goals.

KNOWLEDGE, SKILL & ABILITIES

Possess knowledge of and/or experienced in:

• The ability to build and manage a cohesive team, including coaching and development.
• A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction.
• An ability to balance and plan short-term actions of the team.
• Knowledge of relevant industry standards and best practices for service management.
• Comprehensive understanding of the organization's business operations.
• Strong communication skills, including the ability to influence and persuade stakeholders.
• Effective marketing and promotion of the service desk, advocating for necessary resources and support. Critical thinking skills to evaluate systems and make necessary adjustments.
• Time management skills, with the ability to set the tone for the team through modeling and leadership.
• Advanced skills in MS Excel and MS Word, including pivot tables, graphs, and charts.
• Experience with MS Project and project management methodologies is a plus.
• High level of diplomacy and discretion to negotiate and resolve issues with minimal assistance.
• Exceptional interpersonal skills and highly effective communication abilities.
• Strong problem-solving and conflict resolution skills.
• Knowledge of state and federal rules, requirements, and practices related to service continuum in North Carolina.
• Ability to read and comprehend complex written materials and spoken information.
• Proficiency in applying description and inferential statistics to data sets and presenting data effectively to various audiences.
• Ability to act as a change agent with a high tolerance for ambiguity and creative thinking.

QUALIFICATIONS & EDUCATION REQUIREMENTS

OR

OR

PHYSICAL REQUIREMENTS

• Close visual acuity to perform activities such as preparation and analysis of documents; viewing a computer terminal; and extensive reading.
• Physical activity in this position includes crouching, reaching, walking, talking, hearing and repetitive motion of hands, wrists and fingers.
• Sedentary work with lifting requirements up to 10 pounds, sitting for extended periods of time.
• Mental concentration is required in all aspects of work.

RESIDENCY REQUIREMENT: The person in this role must live in North Carolina or within 40 miles of the NC border.

SALARY: Depending on qualifications & experience of candidate. This position is exempt and is not eligible for overtime compensation.

DEADLINE FOR APPLICATION: Open Until Filled.

APPLY: Vaya Health accepts online applications in our Career Center, please visit https://www.vayahealth.com/about/careers/.

Vaya Health is an equal opportunity employer.