<p>The Aspen Group (TAG) is one of the largest and most trusted retail healthcare business support organizations in the U.S., supporting over 23,000 healthcare professionals and team members at more than 1,150 locations across 48 states. Our five supported healthcare practices operate under the brands Aspen Dental, ClearChoice, WellNow, Chapter Aesthetic Studio, and Lovet. We're committed to enabling healthcare professionals to focus on patient care while we handle the business operations that support them.</p> <p>The ideal candidate for this?position?is a reliable,?adaptable, thought-leading?IT professional capable of?managing a technical team maintaining high work standards. The?IT Service Desk Manager will?cultivate?excellent?customer service?relationships, with a focus on collaboration and direct communication?with?end?users, executives,?and peers. You will also?work with?several?other initiatives, ?projects,?and?partnering?with stakeholders in other departments.</p> <p>Core Competencies</p> <ul> <li>Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers. </li><li>Drive for Results - Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results. </li><li>Ethics and Values - Adheres to an appropriate and effective set of core values and beliefs during both good and bad times, acts in line with those values. </li><li>Managing Vision and Purpose - Is optimistic; can inspire and motivate vision and sense of core purpose. </li><li>Adaptability-Maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements, or cultures. </li><li>Communication-Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message. </li><li>Managing Work-Effectively managing one's time and resources to ensure that work is completed efficiently. </li><li>Quality Orientation-Accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; meeting timelines. </li><li>Work Standards-Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed </li></ul> <p>Essential Responsibilities</p> <ul> <li>Oversee our internal IT Service Desk operations; Act as escalation point for all requests and incidents. </li><li>Develop and mature phone/incident escalation processes to ensure free flowing escalation and information within the organization. </li><li>Recruit, Train, coach, and mentor Service Desk Specialists. </li><li>Oversee staff activities and build/obtains training material for support staff. </li><li>Schedule employees working times and provide backup support. </li><li>Interact with internal and external customers on service needs or support. </li><li>Provide data and reporting of KPI's and trends to IT department and others in ad-hoc, weekly, monthly, and as needed. </li><li>Develop and drive a continuous improvement process with IT Service Management; Determine root cause of issues and communicate appropriately to internal and external customers. </li><li>Advise leadership on situations that may require additional customer support or escalation </li><li>Ensure the Service Desk the single source of truth and service delivery channel for IT. </li><li>Monitor and manage phone queues (participating in escalated calls as needed). </li><li>Assist in Major Incident Management process for communicating outages and support recovery activities </li><li>Complete employee reviews and evaluations from the guidance of our HR team </li></ul> <p>Preferred Requirements/Qualifications</p> <ul> <li>Bachelor's degree in IT or related field </li><li>ITIL Foundations or similar certifications a plus </li><li>3+ Years as a leader in a call center environment or related experience </li><li>Analytical skills to identify trends and areas for improvement </li><li>Problem-solving and decision-making capabilities </li><li>Excellent communication and interpersonal skills to interact with users at all levels </li><li>This role is onsite 4 days/week in our Chicago office (Fulton Market District) </li><li>A generous benefits package that includes paid time off, health, dental, vision, and 401(k) savings plan with match </li><li>Salary: $108,000-127,000/year plus 10% performance bonus </li></ul>