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Description: Montefiore IT's service desk team is dynamic and energetic. We value customer service and take it very seriously. Responsibilities consist of:

  • Outline staff scheduling to ensure proper coverage by Service Desk specialists and Team Leads during all shifts and special holidays/emergencies
  • Coach and mentor the staff on call and ticket handling, including fielding business escalations and resolving internal conflicts
  • Provide a training methodology for newly on boarded staff, as well as for onboarding new services with existing staff
  • Lead the team in communicating outages (major incidents) to product areas and senior management, ensuring that the major incident management process is followed at all times
  • Act as a liaison to internal and external clients/customers, following up on inquiries, escalations and report requests
  • Attend change management meetings, acting as part of the CAB (change advisory board) to review and approve proposed changes
  • Review team performance using metrics and kpi’s to target achievement of the department’s performance goals
  • Ensure a continuous service improvement approach is applied daily by staff and encourage idea-sharing and championing of change
  • Engage in meetings and interactions with other IT managers/leaders to prepare for servicing new products and services
  • Conduct staff meetings on weekly and other interval basis to facilitate knowledge transfer and communicating of any changes/new strategy
  • Manage the documentation of new procedures and technical troubleshooting activities that facilitate first level resolution by the team, as well as appropriate procedural (sop) adoption for appropriate assignment and follow through
  • Perform quarterly and annual performance reviews for the staff as well as performance improvement plans (pip) as needed
  • Engage in hiring interviews and following HR procedures to fill new/vacate current positions as necessary, in addition to handling all personnel matters related to promotions, transfers and pips
  • Actively engage in problem-solving and rely on good judgment in decision-making when proposing solutions for the department’s needs
  • Promote a culture of learning, accountability and transparency, aimed at excellent customer service and alignment with Senior leadership goals
  • Develop self and continuously grow in role as manager and leader for the department, seeking training, seminars, conferences and certifications where necessary
  • Provide on call/off peak support to all staff members and management on an as needed basis
  • Perform guided tours of the Service Desk, introducing the function to internal/external and potential customers
  • Perform other duties as assigned by management



  • Bachelor's degree in related field or equivalent experience
  • 5+ years of experience managing a Service Desk or Help Desk
  • HDI Manager training and certification is desirable
  • ITIL service manager certification is desirable; Support Center Manager certification is desirable.
  • Previous experience with service desk tool(s)
  • Previous experience with building a service catalog and self-service portal is a desirable.
  • Experience in a clinical/educational institute setting is desirable
  • Must be available for on-call support schedule
  • Excellent verbal and written communication skills
  • Ability to prepare, read, comprehend and analyze a variety of complex forms, reports, documentation and correspondence required by the role
  • Ability to handle multiple priorities and work well under pressure is critical
  • Ability to apply emotional intelligence and sensitivity when managing a large group of service professionals, dealing with individuals and their needs
  • Ability to work independently, display flexibility and resolve conflicts effectively

In IT Service Management, we’re about the customers, their experience with technology, and connecting the dots in between.  We’re about mapping out simple processes that produce real value and deliver solid services.  We’re about measuring what matters, and continuous service improvement.  We don’t worry about going the extra mile, we do it willingly.  Our team thrives on success through exemplifying these core values in everything we do- Passion, Purpose, Patience, Positivity and Pride.  We care about doing what’s right and not just what’s easy.  We listen, we learn, and we communicate to everyone and all the time.  We are service, with a smile.





Department: Montefiore Information Technology Bargaining Unit: Non Union Campus: YONKERS  Employment Status: Regular Full-Time Address: 3 Odell Plaza, Yonkers
Shift: Day Scheduled Hours: 8:30 AM-5 PM Req ID: 141981 


Montefiore is an equal employment opportunity employer. Montefiore will recruit, hire, train, transfer, promote, layoff and discharge associates in all job classifications without regard to their race, color, religion, creed, national origin, alienage or citizenship status, age, gender, actual or presumed disability, history of disability, sexual orientation, gender identity, gender expression, genetic predisposition or carrier status, pregnancy, military status, marital status, or partnership status, or any other characteristic protected by law. 



To heal, to teach, to discover and to advance the health of the communities we serve.

To be a premier academic medical center that transforms health and enriches lives.

Define our philosophy of care, they shape our actions and motivate and inspire us to pursue excellence and achieve the goals we have set forth for the future. Our values include:

  • Humanity
  • Innovation
  • Teamwork
  • Diversity
  • Equity




Nearest Major Market: Yonkers
Nearest Secondary Market: New York City