We are searching for a Senior IT Manager with a knack for team engagement, continuous improvement, and proven delivery of the right solutions that optimize patient outcomes. Our client provides quality affordable health care to communities throughout the Los Angeles region. Better health care is a result of dedicated providers and the best use of technology.
The ideal candidate will build a world class service desk, optimize data collection and reporting, and grow and nurture a high performing, service-oriented team.
This is a hybrid-remote role. Because the offices are a point of care this role requires fully vaccinated employees. The company provides excellent benefits and PTO including health dental and vision for you and your dependents.
Here is a snapshot of the skills you will use in this role, if this work is what you love to do, please let me know!
Lead, mentor, and support a high-performing team of technical support agents.
Design, build, and continuously optimize the company support structure and platform to ensure business needs are efficiently met following the ITIL service delivery framework.
Own and manage the enterprise Asset Management process to efficiently oversee hardware support and refresh cycles including budgeting and forecasting hardware needs for the organization.
Continuously create and provide training to the team to maintain current skillsets across the team for efficient support.
Monitor team performance against SLA’s and agent statistics to ensure a consistently high performing support team.
Manage escalations to ensure all issues are resolved in a timely manner and SLA’s are met.
Responsible for communicating and escalating critical issues to leadership.
Create, communicate, and make the department’s KPI’s and statistics visible to the organization.
Develop and maintain strong relationships within the company.