IT Service Desk Manager

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Mater Private Network have an exciting job opportunity for a IT Service Desk Team Lead to join our Mater Private Network Team.

We are seeking an experienced IT Service Desk Team Lead to lead our healthcare IT support team, ensuring high-quality service delivery and efficient resolution of IT issues for healthcare professionals, staff, and patients. This role is responsible for managing the service desk operations, implementing ITIL best practices, and maintaining compliance with healthcare regulations such as JCI or HIQA.

Required Qualifications & Experience:

Bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience).
5+ years of IT service desk experience, with at least 2 years in a lead role.
ITIL v3/v4 certification preferred.
Experience in a healthcare IT environment, supporting EHRs, PACS, and clinical applications.
Strong knowledge of JCI/HIQA compliance, cybersecurity, and IT governance.
Excellent leadership, communication, and problem-solving skills.

Preferred Qualifications:

Experience with Epic, Cerner, or Meditech systems.
Familiarity with healthcare-specific IT frameworks and best practices.
Strong project management skills (PMP or Agile certification is a plus).

Key Responsibilities:

Service Desk Management & Operations:

Oversee the daily operations of the IT Service Desk, ensuring timely and effective support for all IT-related issues.
Develop and enforce Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to maintain high service quality.
Manage and mentor a team of IT support staff, providing training and professional development.
Act as an escalation point for complex IT incidents and service requests.
Implement and optimize ITIL-based incident, problem, and change management processes.

Healthcare IT Compliance & Security:

Ensure IT support processes align with GDPR, HIQA, JCI and other healthcare regulations.
Collaborate with cybersecurity teams to enforce data privacy and security policies.
Maintain compliance with Electronic Health Records (EHR) and other clinical systems.

User Experience & Continuous Improvement:

Work closely with clinical and administrative teams to enhance IT service delivery.
Conduct regular user satisfaction surveys and implement feedback-driven improvements.
Introduce automation and self-service tools to optimize service efficiency.

Technology & Vendor Management:

Manage IT service desk tools, ticketing systems, and remote support solutions.
Coordinate with third-party vendors and IT partners to resolve technical issues.
Stay updated with emerging healthcare IT trends and implement best practices.

Work Environment:

Flexible/On-site role in a healthcare setting.
Fast-paced environment with on-call responsibilities as needed.

Confidentiality

The post holder must maintain the confidentiality of information about patients, staff, and other health service business in accordance with Hospital Policy.

CLOSING DATE 7th April 2025.

MATER PRIVATE NETWORK IS AN EQUAL OPPORTUNITIES EMPLOYER
Seniority level Seniority level Mid-Senior level
Employment type Employment type Full-time
Job function Job function Information Technology
Industries Hospitals and Health Care
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