Manager, Service Desk

1.Develops and leads the implementation of the long-term vision for the Service Desk Section to optimize HITA's contributions to KSFH&RC's mission and goals.

2.Manages the Service Desk Section and ensure that it effectively serves its function as both the “one-face” of HITA and the L1 Support function for all IT-related events.

3.Remains informed of developments in the IT domain and disseminate knowledge of these developments throughout the Service Desk Section, as needed.

4.Maintains relationships with the Applications & Health Informatics Services, Data and Analytics Services, and IT Infrastructure Services Departments, Business Leadership and with key vendors to facilitate coordination.

5.Oversees reparation periodic reports of the performance of the Service Desk Section.

6.Acts as Role Model in being customer focused in everything that is being undertaken in order to create a culture of being customer focused and solving customer problems at the Service Desk.

7.Address employee engagement and retention in the Service Desk Section and develop people in HITA.

8.Manages and guide the performance of Service Desk Section staff through performance management, counselling, motivating, training and development and orientation of new employees.

9.Participates in self & others' education, training and development, as applicable.

10.Follows prescribed system safety and security procedures of computing environment.

11.Follows all hospital related policies and procedures.

Detailed Description
PhD, Master's or Bachelor's Degree in Computer Science or related discipline is required.
Job Requirements

Four (4) years of related experience including three (3) years in a supervisory position with PhD, Seven (7) years of similar qualifications with Master's Degree, or nine (9) years of similar qualifications with Bachelor's Degree is required.