Jackson Health System · 4 days ago
Manager, IT Service Desk & Telecommunications
Miami, FL
Full-time
Onsite
Mid, Senior Level
7+ years expJackson Health System is a leading healthcare provider in South Florida, known for its commitment to medical excellence and community care. The Manager, IT Service Desk & Telecommunications is responsible for overseeing the IT Service Desk and telecommunications operations, ensuring high-quality customer support and efficient call management for the entire health system.
Health CareHospital
Responsibilities
2nd level leadership for the 7x24 IT Service Desk (Customer Service Center - CSC), ensuring that the organization provides ITIL-compliant, technical support to 14,000 Jackson Health System employees and contractors, and to UM and community physicians
2nd level leadership for the 7x24 Hospital Switchboard Operator (Telecommunications) staff, ensuring that the organization is providing a world-class level of customer service to the public -- our customers, patients, and patient families. Additionally, ensuring that the Telecommunications team is appropriately prioritizing and handling code pages, stroke alerts, etc., in the required time frames
Ensure that call answer times, call handle times, and abandoned call levels meet our service level objectives in order to prevent lengthy waits for our callers; ensures that hospital Code Paging is handled with the highest priority in order to assure the most urgent response possible from our healthcare providers
Provide inventory management oversight, developing strategies, systems, processes/procedures, and the reporting necessary to maintain and optimize Jackson's IT inventory levels
Act as a 2nd level IT escalation point for JHS IT customers and leadership, 24/7
Ensure that customer escalations are handled effectively and in a timely manner, while performing peer (manager/director) escalations within IT to ensure that incidents and service requests are meeting customer expectations and service level commitments
Participate as part of the Emergency Management Group to define scope and priorities of assignments, determining requirements and procedures for all emergency communications during all internal and external events
Ensure that our IT Service Management tool (currently, Easy Vista) is being managed and maintained appropriately to meet the needs of IT and the rest of Jackson Health System
Performs other related duties as assigned
Qualification
Required
Generally requires 7 to 10 years of related experience
Managerial experience required
Bachelor's degree in related field is required
Education requirement can be substituted by at least 10 years of related experience
Ability to analyze, organize and prioritize work accurately while meeting multiple deadlines
Ability to communicate effectively in both oral and written form
Ability to handle difficult and stressful situations with critical thinking and professional composure
Ability to understand and follow instructions
Ability to exercise sound and independent judgment
Knowledge and skill in use of job appropriate technology and software applications
Active license or certification is required as needed, based on the job or specialty
Company
Jackson Health System
Jackson Health System is a nonprofit academic medical system offering world-class care to any person who walks through its doors.
10001+ employees
H1B Sponsorship
Jackson Health System has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2020 (23)
Funding
Current Stage
Late StageLeadership Team
Carlos Migoya
CEO
Eddie Borrego
SVP & CEO, Jackson West Medical Center
Recent News
2025-10-07
Company data provided by crunchbase