Information Technology Services Manager
Qualifications and Required Skills
- 5+ years of Supervisory / Management experience in a relevant field.
- Past IT Helpdesk, Service Desk, Field Services, or Engineering experience.
- Experience with Ticketing Systems (ServiceNow, Jira, AutoTask, Remedy, etc.).
- Healthcare IT Experience.
- Manage Service Provider (MSP) Experience.
- Hands-on experience with modern contact center solutions (Talkdesk, Genesys, Cisco, Broadsoft, etc.).
- Microsoft Endpoint Management Tools (Software Center, MCCM, MECM, etc.).
- EHR Application Support (Cerner, Epic, etc.).
- Mobile Device Management and Support.
- VDI Support (VM Ware Horizon, Azure Virtual Desktop, Citrix DaaS, etc.).
- VPN Application Support (Fortinet, Pulse Secure, Palo Alto, etc.).
- Deployment of Hardware and Software.
- Knowledge of Printer Repair and Maintenance.
- Network troubleshooting (Net MRI, Infoblox, Wireshark, etc.).
- Audio Visual Troubleshooting and Support.
Responsibilities
- Audits completed work and reviews performance with team members.
- Review and respond to customer satisfaction surveys.
- Perform service recovery with end-users as needed.
- Analyzes daily, weekly, and monthly performance metrics and guides decisions with data.
- Ticket queue monitoring and backlog management.
- Produces weekly reporting up to Senior Leadership on client support / project work.
- Leads team in administration and processing of all problems.
- Ensures that all issues are responded to and resolved appropriately in a timely manner.
- Responds knowledgeably & in a manner understandable to the customer with regards to questions or technical issues.
- Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service.
- Recommends and implements procedural changes and improvements to the ever-changing technological environment making it more efficient and responsive to end-user needs.
- Demonstrates and maintains a broad in-depth knowledge of supported software and related system requirements.
- Management and administration of internal tools and platforms.
- Process Documentation and Knowledgebase article authoring.
- Project scoping and oversight.
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