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.