Envision Healthcare

  • Manager, IT Service Desk

    Job Locations US-TX-Dallas
    Company Enterprise
    Requisition ID
    Information Technology
  • Overview

    Envision Physician Services (EVPS) is a multispecialty physician group and practice management company. Established in 1953, our organization provides anesthesia, emergency medicine, hospital medicine, radiology, primary/urgent care, surgical services, and women’s and children’s health services to hospitals and health systems nationwide. Sheridan Healthcare, EmCare, Reimbursement Technologies and Emergency Medical Associates have recently joined forces to form Envision Physician Services.  As one organization, we now provide a greater scope of service than any other national physician group. Our collective experience from hundreds of local, customized engagements, culture of continuous lean process improvement, and team of experts in the business of healthcare enable us to better solve complex problems and consistently give healthcare organizations confidence in our execution. Our combined organization serves more than 780 healthcare facilities in 48 states and the District of Columbia. 


    If you are looking for a stable, fast-paced, growing company in the healthcare industry that is committed to innovation, excellence and integrity, then this may be a great next step in the advancement of your career.


    We currently have an exciting opportunity available for an experienced Service Desk Manager to co-manage our 24/7/365 Clinical Systems Support team.


    The IT Service Desk Manager  leads the Service Desk responsible for troubleshooting, configuration, installation of computer and network equipment while providing technical Tier 1 and Tier 2 customer support to all Envision employees with the objective of resolving most incidents at first call.


    • Manage team of onshore / offshore Service Desk Technicians
    • Develop and optimize incident management / service request handling process
    • Support end-users via phone and remote support tools
    • Provide quality assurance for the consistency of issue resolutions
    • Address customer complaints to obtain timely resolutions
    • Maintain or exceed Service Level Agreements based on Key Performance Indicators (KPIs) and other department goals
    • Ensure that statistics, status reports, and graphical reporting are provided to meet the needs of the department
    • Escalate issues and effectively communicate to appropriate personnel for resolution
    • Document all work related to customer incidents through Sheridan ticketing system
    • Maintain knowledge base of known issue resolutions and technical information
    • Coordinate training activities and serve as a mentor for Service Desk personnel
    • Complete performance appraisals, provide professional guidance, and other supervisory duties for Service Desk personnel
    • Assist the establishment of staff goals and objectives
    • Contributes to the continual process improvement of department processes / tools
    • Identify problem trends and ensure that troubleshooting efforts are up to date
    • Participate in root cause analysis to obtain long term solutions to improve customer support quality
    • Remain on-call during off-peak hours to respond to support service issues
    • Other duties as assigned.

    Supervisory Responsibilities:

    • Trains, coaches, and mentors team
    • Responsible for managing exempt and non-exempt employees
    • Plans and conducts performance appraisals and talent assessments of staff, recommends merits, bonuses and promotions and administers corrective actions when necessary


    • Bachelor’s in Computer Science, Information Systems, Business Administration or a related field from an accredited college or university. Minimum of five (5) years of progressive management experience in a high incident volume, first call resolution focused environment. IT Healthcare experience and management at a large multi-site company preferred.
    • Microsoft Office Suite
    • Windows 7, 8 operating system troubleshooting and configuration
    • Microsoft Office 2010 / 2013, configuration and troubleshooting
    • Desktop hardware / software installation, configuration and troubleshooting
    • Network / local Printer, scanner and other peripheral installation, configuration and troubleshooting
    • Must have experience with Active Directory administration
    • Must have experience with Citrix administration and end-user support
    • Ticketing system documentation and knowledge base article creation experience
    • A+ and ITIL Foundations (Required)
    • CompTIA Certifications (MCSE, and/or Network+) (Preferred)

    If you are ready to join an exciting, progressive company and have a strong work ethic, join our team of experts! We offer a highly competitive salary and a comprehensive benefits package.


    Envision Physician Services uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.

    Envision Physician Services is an Equal Opportunity Employer.


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