Service Desk Manager

Extendicare Health Services Inc. of Milwaukee, Wisconsin, is a wholly owned subsidiary of Extendicare Inc., and is a major provider of long-term care and rehabilitation services in the United States.  Extendicare Health Services owns and/or operates 148 long-term care facilities with capacity for 14,882 residents. 

 

Assisted Living Concepts, Inc. of Milwaukee, Wisconsin is a wholly owned subsidiary of Extendicare, Inc., providing assisted living and independent retirement living services in the United States.  Assisted Living Concepts owns and/or operates 214 centers in 14 states and has capacity for almost 9,000 residents.

 

POSITION:Service Desk Manager

 

DEPARTMENT:  Assisted Living Concepts

 

POSITION SUMMARY: Achieve reference-caliber client satisfaction levels for the support of all applications and hardware service offerings being given to our clients. Manage client expectations through proactive professional communication.  Enhance ALC operational efficiencies by facilitating collaboration and organizing ALC service performance activities through project management and development of Standard Operating Procedures (SOP's).  Work with the QA department to create and perform training sessions for new employees or set up refresher courses through on-line or in person training sessions.

 
 
ESSENTIAL FUNCTIONS: 

1.  Perform primary communication and client information function to all resources within the organization to promote client satisfaction and ALC efficiency.

2. Manage support requests in a timely fashion as identified by project tracking system.

3. Utilize LAN-based problem tracking system and produce monthly statistics indicating troubled areas or areas in need of modification.

4. Maintain excellent communications with clients in regards to SOP performance.

5. Conduct weekly client oriented meetings to review performance against SLA commitments, and proactively communicate progress of outstanding issue resolution and projects.

6. Conduct periodic client satisfaction surveys and executive satisfaction meetings.

 

QUALIFICATIONS:

 

Education: A four year degree with a business or technical background.

 

Experience: Minimum four years supervising in a Service Desk environment. Experience must include background in supporting large environments (800+desktop clients, 50+ applications) including hardware and application software systems. Ideal background would be prior implementation of Service Desk support systems (Call Management Software, Knowledge Management, Phone/ACD Systems, etc.)

 

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