Hennepin County Medical Center Work Values

Daily Duties at Hennepin County Medical Center:

Manage day-to-day operations of the Service Management Team/Service Desk consisting of 15 FT/PT individuals operating in a 24/7 support environment. Scope of accountability spans strategic planning, team building and leadership, project and program management, risk assessment, issue resolution, Incident, Change, Problem, Configuration and Service management, process improvement, Service Level Agreements (SLAs), and customer and partner relationship management. Determine work requirements, priorities, and best use of resources for scheduled operations as well as during unplanned incidents. Monitor and respond to customer complaints to ensure resolution of all issues for quality assurance and improvement. Work with other departments/teams to update fixes to discovered issues to improve customer support by the Service Desk and ensure that resolutions are documented appropriately for future reference. Supervise and participate in the study of operations and procedures, and recommend changes to improve methods, procedures, service levels, and operational efficiency. Responsible for implementation of ITIL (Information Technology Infrastructure Library) and improvement of existing processes throughout the entire IT/IS department to improve customer service across all teams. Manage and update the Service Management ticketing system (ITSM - Information Technology Service Management) used by all IT staff. Proactively seek new solutions within ITSM that allow IT/IS staff to do their jobs better and provide improved customer support. Develop and maintain appropriate metrics and SLAs for the Service Desk and other departments.

What they like about Hennepin County Medical Center:

You highly value a work environment built on a formal structure, rules, and regulations. You do not enjoy the unpredictability of shifting priorities and deadlines that upset your routine. You require and enjoy direction, input and accountability as part of your work environment. You have a strong need to participate in making key decisions and feel left out if your superiors or co-workers do not seek your input when making decisions. You thrive on providing good customer service to both internal or external customers, and doing so makes you feel good.

Tags

ITIL, ITSM, Strategic/Operational/Tactical Planning, Management, Leadership, Information Technology

Skills

 Service Level Management/ITIL,  Strategic/Operational/Tactical Planning,  Disaster Recovery Planning, Leadership

These are some of the questions we asked our climbers about their experiences with Hennepin County Medical Center: