IT Field Support Manager

TAG - The Aspen Group•Chicago, IL

9d•Hybrid

About The Position

The Aspen Group (TAG) is one of the largest and most trusted retail healthcare business support organizations in the U.S., supporting over 23,000 healthcare professionals and team members at more than 1,150 locations across 48 states. Our five supported healthcare practices operate under the brands Aspen Dental, ClearChoice, WellNow, Chapter Aesthetic Studio, and Lovet. We’re committed to enabling healthcare professionals to focus on patient care while we handle the business operations that support them. The Aspen Group (TAG) is one of the largest and most trusted retail healthcare business support organizations in the U.S. and has supported over 16,000 healthcare professionals and team members at more than 1,200 health and wellness offices across 46 states in four distinct categories: Dental care, urgent care, medical aesthetics, and animal health. Working in partnership with independent practice owners and clinicians, the team is united by a single purpose: to prove that healthcare can be better and smarter for everyone. TAG provides a comprehensive suite of centralized business support services that power the impact of five consumer-facing businesses: Aspen Dental, Clear Choice Dental Implant Centers, WellNow Urgent Care, Chapter Aesthetic Studio, and AZPetVet. Each brand has access to a deep community of experts, tools, and resources to grow their practices, and an unwavering commitment to delivering high-quality consumer healthcare experiences at scale.

Requirements

Strong organizational and time management skills
Experience troubleshooting various hardware and software issues and driving them to resolution especially in situations where users are remote
Basic Audio/Visual systems knowledge
Experience creating and maintaining technical documentation
Strong interpersonal and communication skills and the ability to work effectively with a wide range of teams both technical and non-technical
Experience imaging computers and deploying hardware to remote field locations
Experience with incident management/ticketing system
Ability and willingness to quickly learn new technology
Customer first mindset
3 – 5 years experience managing a team of IT Technicians
Coordinating resources

Responsibilities

Manage, coach and develop a team of PC Technicians supporting the TAG field offices ensuring that proper coverage is in place and work is assigned appropriately
Manages incident & task tickets in ServiceNow to ensure that they are resolved within agreed upon SLAs
Follows up with customers regarding open issues and ensures delivery of exceptional service
Work with field staff and mangers and others to provide a detailed status and keep them informed of timelines for resolution.
Provide a point of contact for escalations, coordinate resources and ensure clear communication to all involved.
Manage IT asset inventory and desktop computing hardware lifecycle
Oversee the hardware ordering process validating that orders are appropriate and quantities will meet the needs of incoming requests
Maintain operational documentation and knowledge base articles working with engineering teams and L1 teams to keep current
Maintain working relationships with other IT and non-IT teams
Coordinate provisioning of new equipment to address service requests and break fix tickets in a timely manner
Work with smart hands vendor to ensure that field resources successfully complete work orders on time and with a high level of quality
Coordinate with various vendors, oversee their work and drive improvement where needed
SME for how computer hardware and other equipment is used in the field offices which include desktops, tablets, monitors, TV's, low voltage AV cabling, cameras, and credit card terminals
Assigning and prioritizing day to day work
Coaching techs in both technical and soft skill areas
Tracking KPIs for team and individual performance