For 50 years, Brooks Rehabilitation , headquartered in Jacksonville, Fla., has been a comprehensive source for physical rehabilitation services. As a nonprofit organization, Brooks operates one of the nation’s largest inpatient rehabilitation hospitals in the U.S. with 160 beds, one of the region’s largest home healthcare agencies, 40 outpatient therapy clinics, a Center for Inpatient Rehabilitation in partnership with Halifax Health in Daytona Beach, the Brooks Rehabilitation Medical Group, two skilled nursing facilities, assisted living and memory care. Brooks will treat more than 60,000 patients through its system of care each year. In addition, Brooks operates the Clinical Research Center, which specializes in research for stroke, brain injury, spinal cord injury and more to advance the science of rehabilitation. Brooks also provides many low or no cost community programs and services such as the Brooks Clubhouse, Brooks Aphasia Center and Brooks Adaptive Sports and Recreation to improve the quality of life for people living with physical disabilities. Brooks Rehabilitation proudly employs over 2,500 clinicians and staff across the state of Florida. We are looking for exceptional people to join our culture of caring and bring our mission to life.

Manage the team responsible for operating the Service Desk within the IT Department. Provides tactical leadership and develops a ‘Customer First” culture within the team which represents the Service Desk and IT to all customers throughout the organization.

Responsibilities:

• Manage day to day Service desk activities and priorities based on urgency and customer/patient impact.
• Monitor and provide updates regarding new or outstanding issues or incidents.
• Verify ticket due dates and SLA’s are being met.
• Responsible for following up on outstanding items or issues.
• Serve as escalation point for all Service Desk related issues.
• Assist in creation and modification of reporting and metrics.
• Delegate daily duties and tasks within the IT service desk team.
• Organize training and education for team member’s introducing new techniques and methods.
• Develop and distribute regular reporting for the Service desk.
• Provide suggestions and solutions to complex issues that are escalated from Tier I/II Staff.
• Ensure that the Service Desk is using appropriate knowledge management tools and practices in order to provide a more effective and efficient service to customers.
• Delegate specific service desk responsibilities to team members based on location to continue to create specialization and increase service delivery pace.
• Address or escalate all issues, providing solutions or engaging additional teams to assist in providing quick and effective solutions.
• Troubleshoot end user issues, follow up and be single point of contact for end users and vendor.
• Observe service desk operation techniques to determine effectiveness and implement new techniques as needed or identified.
• Supports and motivates others, encouraging them to achieve their goals, in alignment with organizational goals.
• Sets clear direction for others, e.g. staff, project team members, customers, volunteers, contractors etc.
• Demonstrates an understanding of the ambitions and concerns of others.
• Delegates work appropriately and fairly.
• Seeks opportunities to provide people with new challenges and opportunities to develop.
• Perform other duties as assigned.

Qualifications:

• Minimum 3 years experience in managing a Service Desk support team in a Clinical or Hospital environment.
• Demonstrated supervisory training and mentoring experience.
• Minimum 7 years IT Support Experience.

Thriving in a culture that you can be proud of, you will also receive many employee benefits such as the following:

• Competitive Pay
• Comprehensive Benefits package
• Vacation/Paid Time Off
• Retirement Plan
• Employee Discounts
• Clinical Education and Professional Development Programs

Location: Onsite at Brooks Rehabilitation Hospital, 3599 University Blvd South, Jacksonville, FL 32216

Compensation: Experience, education and tenure may be considered along with internal equity when job offers are extended.