Manager HIT Service Desk Tier 2 REMOTE
Milwaukee, WI Milwaukee, WI Full-time Full-time Estimated:
$104K - $132K a year Estimated:
$104K - $132K a year 1 day ago 1 day ago 1 day ago Our HIT Service Desk oversees 24x7x365 technology and service support for all 35,000
Advocate Aurora Health teammates.
This Tier 2 Manager will lead a team of 15 Technical Support Administrators and 5 System Analysts providing the highest quality Tier 2 technical support and customer service to the organization.
The support activities conducted in the Technology Service Desk are critical to the business continuity and productivity of all Advocate Aurora Health teammates and Physicians as well as continuity of care and safety for our patients.
Leads, directs, evaluates, and develops the team to meet the support needs of the organization.
Meets regularly with application team owners to strategically position the team's knowledge base for application support.
Researches new technologies and tools to be used by the Technology Service Desk to ensure exceptional customer support and experience.
Major
Responsibilities:
Manages Tier 2 Service Desk operations to ensure coverage for all Advocate Aurora Health associates and physicians.
Tier 2 support hours are 7AM - 6PM Responsible for maintaining KPIs for all staff.
Analyzes and reports on the performance of the supported products and services.
Provides monthly dashboard for all Tier 2 KPI's.
Provides plans to mitigate KPI shortfalls and executes plan.
Evaluates the nature and severity of incidents and ensures the appropriate staff resources are dispatched to resolve the problem.
Serves as the central intake point for all technical support requests.
Ensures issues are routed appropriately.
Anticipates organizational needs and challenges, sets Service Desk priorities and vision, and executes the vision.
Monitors industry trends and leading practices and pursues opportunities to apply them to the Technology Service Desk.
Actively participate in the development of annual volume forecasts and service objectives for the Technology Service Desk.
Ensures all teammates provide the highest levels of customer service and support emphasizing promptness, professionalism, and technical ability.
Identifies issues, problems, trends, and conditions causing customer dissatisfaction and implement actions plans to remedy.
Monitors system issues and serves as a liaison between the Technology Service Desk, HIT application and infrastructure leaders and business leaders.
Creates a welcoming and challenging environment for staff to advance current skills or develop new skills.
Ensures timely and regular training for all Technology Service Desk Staff in order to maintain competency.
Preserves a culture that requires staff to continuously discover and learn new technology and advancements.
Performs human resources responsibilities for staff which include interviewing and selection of new employees, promotions, staff development, performance evaluations, compensation changes, resolution of employee concerns, corrective actions, terminations, and overall employee morale.
Develops and recommends operating and capital budgets and controls expenditures within approved budget objectives.
Responsible for understanding and adhering to the organization's Code of Ethical Conduct and for ensuring that personal actions, and the actions of employees supervised, comply with the policies, regulations and laws applicable to the organization's business.
Licensure, Registration, and/or Certification Required:
None Required.
Education Required:
Bachelor's Degree (or equivalent knowledge) in Information Technology or related field.
Experience Required:
Typically requires 5 years of experience in progressive Information Systems in management of service desk, technology and support, strategic planning, customer service and mentoring.
Includes 1 year of supervisory experience in management of staff and budgets.
Knowledge, Skills & Abilities Required:
Demonstrated project management experience.
Knowledge of business process reengineering.
Strong decision making, proven systems implementation experience.
Excellent analytical, technical, and problem solving abilities.
Excellent verbal and written communication skills.
Excellent team player, customer service orientation.
Exposure to staff management and development.
Remote position with occasional travel.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
$104K - $132K a year Estimated:
$104K - $132K a year 1 day ago 1 day ago 1 day ago Our HIT Service Desk oversees 24x7x365 technology and service support for all 35,000
Advocate Aurora Health teammates.
This Tier 2 Manager will lead a team of 15 Technical Support Administrators and 5 System Analysts providing the highest quality Tier 2 technical support and customer service to the organization.
The support activities conducted in the Technology Service Desk are critical to the business continuity and productivity of all Advocate Aurora Health teammates and Physicians as well as continuity of care and safety for our patients.
Leads, directs, evaluates, and develops the team to meet the support needs of the organization.
Meets regularly with application team owners to strategically position the team's knowledge base for application support.
Researches new technologies and tools to be used by the Technology Service Desk to ensure exceptional customer support and experience.
Major
Responsibilities:
Manages Tier 2 Service Desk operations to ensure coverage for all Advocate Aurora Health associates and physicians.
Tier 2 support hours are 7AM - 6PM Responsible for maintaining KPIs for all staff.
Analyzes and reports on the performance of the supported products and services.
Provides monthly dashboard for all Tier 2 KPI's.
Provides plans to mitigate KPI shortfalls and executes plan.
Evaluates the nature and severity of incidents and ensures the appropriate staff resources are dispatched to resolve the problem.
Serves as the central intake point for all technical support requests.
Ensures issues are routed appropriately.
Anticipates organizational needs and challenges, sets Service Desk priorities and vision, and executes the vision.
Monitors industry trends and leading practices and pursues opportunities to apply them to the Technology Service Desk.
Actively participate in the development of annual volume forecasts and service objectives for the Technology Service Desk.
Ensures all teammates provide the highest levels of customer service and support emphasizing promptness, professionalism, and technical ability.
Identifies issues, problems, trends, and conditions causing customer dissatisfaction and implement actions plans to remedy.
Monitors system issues and serves as a liaison between the Technology Service Desk, HIT application and infrastructure leaders and business leaders.
Creates a welcoming and challenging environment for staff to advance current skills or develop new skills.
Ensures timely and regular training for all Technology Service Desk Staff in order to maintain competency.
Preserves a culture that requires staff to continuously discover and learn new technology and advancements.
Performs human resources responsibilities for staff which include interviewing and selection of new employees, promotions, staff development, performance evaluations, compensation changes, resolution of employee concerns, corrective actions, terminations, and overall employee morale.
Develops and recommends operating and capital budgets and controls expenditures within approved budget objectives.
Responsible for understanding and adhering to the organization's Code of Ethical Conduct and for ensuring that personal actions, and the actions of employees supervised, comply with the policies, regulations and laws applicable to the organization's business.
Licensure, Registration, and/or Certification Required:
None Required.
Education Required:
Bachelor's Degree (or equivalent knowledge) in Information Technology or related field.
Experience Required:
Typically requires 5 years of experience in progressive Information Systems in management of service desk, technology and support, strategic planning, customer service and mentoring.
Includes 1 year of supervisory experience in management of staff and budgets.
Knowledge, Skills & Abilities Required:
Demonstrated project management experience.
Knowledge of business process reengineering.
Strong decision making, proven systems implementation experience.
Excellent analytical, technical, and problem solving abilities.
Excellent verbal and written communication skills.
Excellent team player, customer service orientation.
Exposure to staff management and development.
Remote position with occasional travel.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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