IT Manager - Service Desk in Franklin, TN at Acadia Healthcare

Date Posted: 11/20/2021

Job Snapshot

  • Employee Type:
  • Location:
    Franklin, TN
  • Job Type:
  • Date Posted:

Job Description


ALTERNATE TITLE:  IT Manager – Service Desk                           

REPORTS TO:          Director IT Operations          

POSITION TYPE:     Non Direct Care                                           

FLSA STATUS:          Exempt

DEPARTMENT:         976-Corp-IT                                               

Job Code:                 MGRITH


The IT Manager- ServiceDesk has overall responsibility for the IT Service Desk staff and the activities associated with the identification, prioritization, and resolution of reported problems. Also, overall responsibility of IT support personnel at Acadia facilities and ensuring all Acadia facilities are receiving proper IT support. Ensuring all phases of the Service Desk and facility IT support activities are coordinated, monitored, logged, tracked, and resolved appropriately. Exemplifying a high level of customer focus (internally and externally) with attention to customer priority issues and appropriate levels of customer communications. Development, support, and maintenance of the service performance management process. Creates and maintains a catalogue of existing services offered by IT. Analyzing, reviewing, and measuring service level performance against agreed upon service level agreements (SLAs) with the business and service providers. Acting as a change agent to implement and manage quality improvement processes in service delivery management. Facilitating review of change management related activities across the IT organization by applying change and release management of best practices, communication planning, organization readiness assessment and stakeholder analysis.


  1. Performs staffs scheduling to ensure IT Service Desk coverage during stated support hours.
  2. Ensures users are provided efficient and timely first point-of-contact support per Acadia business hours.
  3. Remains on-call during off-peak hours to respond to IT Service Desk issues.
  4. Develop and continually evolve the Service Desk strategy, based upon knowledge of Acadia’s objective and other factors.
  5. Work with relevant stakeholders and the IT organization to carefully plan, design and deploy with continual improvement to service quality.
  6. Accountable for meeting IT Service Desk SLAs.
  7. Develop and maintain a central source of information to enable the IT Service Desk and support technicians to efficiently triage and resolve issues per SLAs.
  8. Develop and maintain a support strategy for facility IT support personnel customized for the different lines of business.
  9. Provide proper training and documentation for facility IT support personnel.
  10. Schedule regular meetings with facility leadership regarding IT support.
  11. Lead enterprise and escalation incident management.
  12. Develop and maintain customer satisfaction measurement metrics.
  13. Regular reporting on all areas of IT services to include customer satisfaction, SLA compliance, incident status, and ticket statistics.
  14. Maintain, support and development of the IT incident and request system (Ivanti).
  15. Facilitate the change management process to ensure the proper review and approval is executed to minimize disruption to user productivity because of changes to the IT environment.


  • Perform other duties as assigned.


  • Complies with organizational policies, procedures, performance improvement initiatives and maintains organizational and industry policies regarding confidentiality.
  • Communicate clearly and effectively to person(s) receiving services and their family members, guests and other members of the health care team.
  • Develops constructive and cooperative working relationships with others and maintains them over time.
  • Encourages and builds mutual trust, respect and cooperation among team members.
  • Maintains regular and predictable attendance.


  • Bachelor’s degree or equivalent combination of education and experience is required.
  • Minimum 4 years’ experience directly managing a service organization.
  • Minimum 10 years’ experience working in a modern Microsoft systems environment
  • Minimum 3 years’ experience working with networking.
  • Minimum 3 years’ experience working with telecom
  • Track-record of success with respect to managing a 24x7 enterprise Service Desk environment delivering excellent technical customer service per SLAs.
  • People management experience and demonstrated leadership skills.
  • Demonstrated ability to lead and to effectively communicate with staff at all levels including a proven ability to communicate with technical and non-technical staff across multiple disciplines.
  • Experience with privacy legislation e.g. HIPPA.
  • High competency in understanding queries, comments, suggestions and concerns or issues expressed by participants during meeting, technical committees, and as part of ongoing operations.
  • Excellent presentation skills and an ability to engage audiences.
  • Exceptional verbal and written communication skills.
  • Superior problem-solving ability.
  • Ability to analyze qualitative data.
  • Exceptional analytical, statistical, quantitative, and deduction skills.
  • Ability to act independently with minimal supervision.
  • Ability to build relationships and work well across functions.
  • Experience in a collaborative team environment, delegating workload and responsibilities.
  • Delegates tasks, responsibilities, and authorities effectively.
  • Demonstrates superior judgment.
  • Demonstrates competence in key areas of management and leadership expertise including relationship management, communication, staff direction and motivation, financial planning and control, quality management, risk management, and the achievement of targets.
  • Understands the hierarchy and culture of customer and supplier organizations and can identify the decision makers and influencers.
  • Demonstrates a strong attention to detail.