Service Desk Manager

Why choose Eden? As a 100% Employee Owned company, we recognize that our people are our most valuable asset. We honor their importance by our recognition that all employees be treated with respect and integrity at all times. We’re interested in you and want you to succeed. Our business is growing rapidly and we want you to grow with us. We have infinite room for advancement, both personally and professionally. We work hard to match you with a position that best fits YOUR skills and YOUR availability . In addition, Eden Health is a Certified Great Place to Work company, 7 years in a row !

The Eden Difference: We bring Connected Care Home through our Core Values of Empathy, Dedication and Integrity to our clients, patients and Employees. Besides a strong family oriented culture unique to Eden, we offer:

Benefits starting as early as 30 days after start date

Employee Discounts on travel, resorts, car rentals, Columbia and so much more!

Employee Hardship Fund

Bonuses Program

Employee Stock Program (ESOP)

Employee Wellness. Family first culture

Paid Time Off for a Personal Day of your choosing

Financial Planning through Unum

Free Counseling Sessions through Unum

Career Benefits:

Training and educational Assistance

Career Advancement Opportunities

Financial Benefits:

401k Retirement Savings Plan

Employee Stock Ownership Plan

Flexible Spending Accounts

Life, Accident, & Disability Insurance

Paid Holidays

Continuing Education Credits are paid for – we offer online and in-person education

Discounts with AT&T Wireless, National and Enterprise car rentals

Discounted tickets to a variety of events (Disney Land, Disney World, Universal Studios, SeaWorld, Local Concert/Sporting Events, Hotels/Resorts, etc.)

Personal Benefits:

Paid sick leave and vacation time – eligible employees start accruing time on their first day of employment

Identity Theft Protection

Employee Assistance Program

Employee Hardship Fund

Floating Personal Holiday – use it on your birthday or any other day of the year!

Dental, Medical, Vision available for full-time status

Manage the Service Desk team

Oversee the team in the following areas as outlined in their job descriptions:

Customer Interface

Incident Management

Major Incident Management

Request Fulfillment

Performance Management

Problem Management

Service Level Management

Schedule IT on call rotation

Escalations

Notify IT Director and other leaders as appropriate, with regular status updates.

Oversee alerts being sent out to users for outages and other major incidents.

Develop existing and new processes

Training and Documentation

Document processes and train service desk team on those processes

Ensure customer-facing documentation has been created for all major systems by coordinating with the appropriate SMEs.

Train BOMs and GMs on IT processes

Mentoring

Coach and empower Service Desk team members to grow both in their position and IT careers.

Give regular feedback and direction.

Reports

Provide regular reports for Service Desk incidents and service requests

Project Management

Planning

Develop new project plans and templates

Ensure project discovery is accurate

Coordinate resource availability

Provide task descriptions, checklists and documentation as needed for project resources to execute their assigned tasks.

Ensure project budgets are accurate

Provide project overview, timelines, and budgets to stakeholders.

Management

Coordinate onsite and remote resources during execution

Provide regular updates to stakeholders

Communicate roadblocks and potential solutions to minimize impact to the project stakeholders