Medtronic is an Equal Opportunity/Affirmative Action Employer
Provide leadership to IT Service Desk team that provides 24X7 technical support via phone and electronic support. This key leadership position will manage the day to day operations of a team of analysts that provide world class IT support to our current and future internal Medtronic clients.
Daily IT Service Desk staff leadership – Provide leadership, management, and development assistance for the team members to achieve stated goals. Includes:
o Active coaching and mentoring
o Performance management
o Call monitoring
o Individual development planning
o Succession planning
o Employee communications
Daily IT Service Desk operations leadership – Monitor, manage, and adapt daily operations of team to ensure that SLAs and other stated objectives are met
o Scheduling, out of office policies, coverage, queue management, customer escalations
o Disaster recovery planning and execution
o Define and execute on projects and initiatives in support of team operations and objectives, such as training, support engagement, etc.
Projects outside of the above – Participate in IT projects and initiatives as necessary and ensure that work is completed on schedule and following established procedures and schedules
Participate in the strategic planning of the department in manners related to staffing, financials, and overall direction of the organization
Other responsibilities and tasks as assigned by Management
YEARS OF EXPERIENCE:
5+ years of IT experience with B.A or B.S.; 3+ years of IT experience with M.A. or M.S.
1+ years in IT supervision, technical lead or other leadership role
Demonstrated leadership and people management experience and skills
Strong communication skills, including written and verbal communication with employees, clients, and vendors
Functional knowledge of computer systems, infrastructure, and applications
Experienced facilitation and problem resolution skills
1+ years in a helpdesk or other call center environment
Ability to learn and understand new concepts (technical and non-technical) quickly and thoroughly to facilitate decision making and process development
Proven results orientation (driving to deadlines, financial targets, project goals, etc.) with demonstrated ability to execute against objectives
Self-motivated to make recommendations and initiate assignments that will improve business processes, procedures and systems
Ability to work collaboratively and partner with employees, business leaders, clients, and vendors
Customer focused mindset, with ability to manage customer and business needs to find the best outcomes
Innovative problem solving skills with the ability to identify problems, drive to root cause, develop and implement solutions independently or as part of a team
Ability to handle multiple projects and activities, deal with change, and work with a variety of personality types
Workforce management skills (staffing models)
ITIL Foundation or higher Certification preferred
Experience working in an FDA regulated environment
Physical Job Requirements
The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to be independently mobile.
The employee is also required to interact with a computer, and communicate with peers and co-workers.
Ability to use a keyboard, mouse, and telephone simultaneously
Ability to manage staff in a 24x7 operation – some on call and after-hours time is required
Must be able to lift or move (i.e. computers, servers, etc.) weighing up to 50 pounds
Must be able to travel independently to various Medtronic buildings/sites
Medtronic, Inc. is engaged in medical technology. The Company functions in seven operating segments that manufacture and sell device-based...