IS Service Desk & IT Service Manager

Job Number 63023
Posted 5/8/2019
Account Northern Light Health Home Office
Department IS Desktop Svcs - East
Location |ME| Northern Light Health Home Office-43 Whiting Hill Rd., ME 04412
Schedule Regular Full-time
Shift Day
Hours 8:00 AM - 5:00 PM
Job Details JobSummary:

Northern Light Health is looking for a passionate leader to join our team to manage our Information Systems (IS) Service Desk andIT Service Management teams.

The IS Service Desk & IT Service Management Manager is responsible for the IS Service Desk call center and IT Service Management teams at Northern Light Health.This position leads and supervises theday to day operations of both teams while also reviewing current operations andimplementing improvements to allow for continual service improvement. This position supports the standardization,quality, and optimization of IT Service Management with the goal to improveservices provided to our users and ultimately our patients. This is a key position in the training,operation, and ongoing improvement of the Information Technology InfrastructureLibrary (ITIL) processes within Information Systems. The ideal candidate willcoordinate structured processes used by the IS departments to provide andmanage services within the organization such as ITIL processes, including Change Management, the Change Advisory Board (CAB), and other duties asassigned.


Bachelor's degree or equivalent combination of education and experience.

ITIL v3, 2011 Foundation Certification required, or to be completed within one year of hire.


The ideal candidate will have a minimum of 5 to 7 years of relevant experience including management of people.

Prior call center and IT Service Management experience required.

Relevant technical certifications preferred.

Prior experience with ServiceNow preferred.


Excellent verbal and written communication skills and the ability to work with individuals at all levels of the organization.

Ability to interpret and condense complex issues andclearly communicate these to different audiences.

Knowledge of IT Service Management principals including but not limited to Incident, Problem, Change, Demand, Asset &Procurement, Service Mapping, Event Management, and Resource Management.

Ability to review current state processes, identify gaps to improve operations, and execute on recommendations to improve servicelevels.

Ability to facilitate work groups and get work doneacross department boundaries and in various project/organizational structures and settings.

Ability to build effective cross-functional teamsdrawn from varied skill sets and be able to influence and motivate participants who do not report to them.

Mentor and train team members on technical/operational developments, customer service measures, and serve as a resource for handling escalated trouble tickets which cannot be handled by the Service Desk team.

Ability to interact effectively with end-users,providers, peers, management and vendors in a manner that represents Northern Light Health positively.

Ability to respond to the most sensitive inquiries and complaints. Ability to write reports, business correspondence, and develop support guidelines.


The physical requirements described are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to performessential functions.

The work environment characteristics described here are representative of those an employee encounters while performing theessential functions of this job in a normal office environment. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Must be able to travel throughout the Northern LightHealth hospital system with occasional variable hours given the 24x7x365 nature of our business.

Equal Opportunity Employment
We are an equal opportunity, affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, disability status, gender, sexual orientation, ancestry, protected veteran status, national origin, genetic information or any other legally protected status.