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Manager, Technology Service Desk

Team: Infrastructure
Department: Technology
Location: Syracuse, New York
Commitment: Full-time
Summary
Are you ready to join a growing team that puts a premium on productivity and has an award-winning culture, centered around transforming talented employees into effective business leaders?
 
Then Bankers Healthcare Group is the place for you. We offer innovative financial solutions to licensed and highly-skilled professionals, representing the best of both traditional lending and fintech, and are looking for passionate, impact players to help take our company to the next level.
 
At BHG, you’ll become immersed in the finance industry—with a variety of loan solutions, credit cards, patient financing, bank programs, and collections services, which have helped BHG become one of the leading providers of finance solutions.
 
With over 20 years in business, we have the stability of an established company with the speed and agility of a startup, where ingenuity and risk-taking are encouraged, and every employee has the opportunity to learn, grow and thrive. 

Who You Are

This new role will lead Help Desk operations and staff as well as manage service request tools and processes. This is a great opportunity for an experienced manager with up to tier 3 IT support knowledge to streamline processes and ensure best-in-class service delivery. You’ll have the ability to collaborate with others in the technology group, especially the IT Infrastructure Manager and Engineering Manager. Please note this position is requiring candidates to be located in Syracuse, NY.
What You'll Do
  • Work closely with all levels of the organization to understand business priorities and lead efforts to align service delivery and support maturity efforts.
  • Supporting technical and non-technical stakeholders, accommodating a rapidly growing staff.
  • Acting as a point of contact for vendors, and procuring hardware, software, and web tools licenses as necessary.
  • Initiate and implement process improvement and measurements which show quantitative and qualitative results.
  • Develop and implement service standards and procedures for service delivery and support.
  • Maintain customer relationships and improve response and delivery times.
  • Develop and distribute key metrics to all levels of the organization.
  • Solicit end user feedback to ensure services and process are easy to use and understood.
  • Keep abreast of industry innovation, trends, and changes regularly to plan and recommend new technologies, process, integration, and automation.
  • Acting as liaison to IT teams to promote value and benefits of the process.
  • Ensuring Roles and responsibilities, ITSM toolset functionality, and capabilities are documented and understood by IT and business partners. This will include involvement in the creation of training material.
  • Review and approve all new, procedural and changes to documentation and work instructions for the respective process.
  • Initiate regular ITSM collaboration sessions with Process Managers and Business leaders on the identification and delivery of continual improvements of the process area (people, process, technology).
  • Lead process integration efforts with other tools and processes.
  • Facilitate and solve cross-functional ITSM issues and escalations.
  • Participate in internal and external audits.
What You'll Need
  • ITIL Foundations Certification (v3 or v4) required; ITIL intermediate preferred.
  • Bachelor’s degree in a computer related field or equivalent experience.
  • Minimum of 5+ years of proven IT management experience ensuring excellent customer service.
  • 3+ years of experience conducting assessments, designing processes, and implementing service management solutions.
  • Demonstrate leadership skills; with direct report(s) preferred.
  • Demonstrate project and technical leadership experience handling multiple projects simultaneously.
  • Strong oral and written communication skills. Ability to create and deliver presentations or training material to all business levels.
  • Experience leading large process improvement projects.
  • Develop and maintain transition to operations policies and procedures to ensure they are fit for purpose.
  • Strong ability to set and achieve deliverables, as well as hold others accountable.
  • Experience in managing customer relationships, understanding business imperatives, shaping service and solutions propositions, and negotiating win-win outcomes.
  • Significant experience with IT Service Management Tools.
  • Experience implementing, owning, and/or managing ITSM practices such as Change Enablement, IT Asset, Knowledge, Incident, and/or Service Request Management.
  • Experience maturing and managing a Configuration Management Data Base (CMDB).
  • Ability to prepare reports, dashboards, and speak to the metrics displayed; develop metrics and reporting tools that can be used to measure effectiveness and efficiency of processes.
Life at BHG
At BHG, we work hard and aren't afraid to take risks. Since the beginning, our core values of PMA (positive mental attitude), team player and loyalty have been the driving force behind every interaction we have between each other and our customers. We have a healthy respect for the daily grind, yet we value work/life balance. We believe that all employees should have the opportunity to lead and that good ideas can come from anyone. From the top-down, our leaders are actively involved not only in strategic oversight and running the business, but also in the well-being and growth of all employees. We consider people our #1 asset, and help employees realize their full potential, set and exceed their goals, and explore new opportunities for personal and professional development.
Why You Should Join BHG

We strive to offer amenities, opportunities, events, and programming that support the interests of our teams, while furthering the culture that makes us Great Place to Work® certified. Some of the benefits you can expect when you join BHG include:

  • 100% coverage of monthly health insurance premiums
  • Competitive PTO and vacation policies
  • Company 401(k) plan with employer contributions after one year
  • On-site gym access and memberships, with personal trainers, and certified nutritionists on staff
  • Company-sponsored training and certification opportunities
  • Monthly award ceremonies where top achievers are celebrated and receive additional bonuses
  • Ongoing volunteer opportunities to give back to the community through our BHG Cares program
If you’re ready for a career where you can exercise your passions, be surrounded by co-workers who are relentlessly committed to service, and have a team-player mindset, apply today!
Apply Now
Bankers Healthcare Group is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Bankers Healthcare Group is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.