About the Job

The Service Desk Manager oversees the internal daily operations of Foundation Medicine’s Service Desk, supporting multiple US and international sites, as well as local and international partners and externally focused initiatives. This is a high-visibility role. The manager is responsible for the team delivering effective high-level IT support services at the most critical level, in addition to ensuring operational priority items are completed on time. 

A proven track record of success in building and/or managing a high-performing team is required.

Key Responsibilities

• Manage the Service Desk team in its support of Foundation Medicine employees and partners.
• Provide team members with communication and leadership.
• Identifying and implementing training for team, based on ticket reviews, queue management and ticket avoidance
• Turn documentation into knowledge; develop a standard feedback process for all technicians
• Prepare statistical reports, such as Service Desk Metrics and KPIs, and review regularly with management.
• Develop Daily Critical Success Factors (CSF’s).
• Analyze and evaluate incident reports and make recommendations to reduce support line incident rate.
• Oversee Service Desk personnel, completing the applicable hiring and evaluation and providing professional development on technology and customer service to bring team’s skills to the next level.
• Help to promote highest level of customer satisfaction management.
• Provide VIP-level user support and guidance.
• Participate in On-Call rotation for Major Incidents.
• Support broader operations of the Service Desk and ensure that the department is aligned with company goals.
• Collect and prioritize problems and incidents.
• Handle problem recognition, research, isolation, resolution and follow-up for routine user problems, escalating to other technology teams when appropriate.
• Manage the lifecycle management of technology deployed to FMI employees.
• Procure technology equipment for FMI departments and individuals.
• Participate in the incident management process and change control requests.
• Provide in depth troubleshooting knowledge and mentorship to team.
• Provide support for difficult team problems and tasks.
• Develop performance management of Service Desk Team.
• Set objectives for continuous improvement of processes and controls within the team, adopting Information Technology Infrastructure Library (ITIL) best practices where possible.
• Evaluate work effectiveness of the team members.
• Attend and hold 1:1 meetings with business leaders and stakeholders of the business.
• Foster a positive employee relations environment and a culture of continuous improvement, partnership, and teamwork through use of good and consistent management principles.
• Other duties as assigned. 

Qualifications

Basic Qualifications

• Bachelor’s Degree in Computer Science, Software Engineering, Management Information Systems or a related field with 5+ years of experience in an IT support engineering function; OR,
• High School Diploma or GED with 8+ years of experience in an IT support engineering function

Preferred Qualifications

• Certifications and skills:
  • ITIL
  • Microsoft certification(s)
  • A+ certification
  • Network+ certification
  • Ability to script with PowerShell 2.0 or above
• Managerial training and history supervising a team of 8 or more
• Demonstrated successful project management skills
• History of entering quality information into tickets and appropriately capturing data
• Demonstrated integrity, ingenuity and inventiveness in the performance of assigned tasks
• History of successfully aiding others in establishing goals, objectives, and in implementing change management plans
• Experience working in a laboratory environment
• Advanced working knowledge and understanding of:
  • Windows 7, Windows 8 and Windows 10 Operating Systems
  • Microsoft Office 2010, 2013, and 2016 products
  • Apple OS X Operating systems
  • Network technologies such as Transmission Control Protocol/Internet Protocol (TCP/IP), Domain Name System (DNS), Dynamic Host Configuration Protocol (DHCP), Virtual Private Networks, routers, and switches
  • Enterprise Mobile Device Management technologies
  • Active Directory
  • Enterprise Anti-Virus technologies such as Symantec
  • Microsoft SQL, Exchange, SharePoint and other server applications
  • Installation, configuration, upgrade, and troubleshooting hardware and software components
  • Installing and configuring Windows based applications using a software distribution tool (i.e. System Center Configuration Manager)
  • Creating new and managing email accounts in Exchange
• Understanding of IT support tools, techniques, and how technology is used to provide IT services
• Ability to evaluate and implement new systems, technologies and processes
• Ability to manage time and prioritize tasks, multi-task and adapt to changes quickly
• Ability to allocate resources to meet company needs
• Strong attention to detail and time management, with demonstrated history of these skills in scheduling and ticket documentation
• Excellent customer service skills
• Excellent written and verbal communication skills
• Understanding of the importance of information security and commitment to maintaining a secure information technology infrastructure
• Understanding of HIPAA, and the importance of privacy of patient data
• Commitment to FMI’s values: passion, patients, innovation, and collaboration