Manager, End User Services

Alternate Solutions Health Network•Kettering, OH

About The Position

At Alternate Solutions Health Network (ASHN), we care for patients where they spend the majority of their time – in their homes. Today we care for patients who need skilled home care and hospice services. You won’t find our brand in many places because we partner with health systems, jointly running home health and hospice agencies that use their brand. This is part of our strategy. By being part of the health system team, we can ensure each patient has a well-coordinated care plan that remains consistent whether the patient is seeing their primary care physician, receiving treatment in a hospital, or under our care in the home.

Requirements

Bachelor’s degree in Computer Sciences or equivalent relevant work experiences.
3+ years implementing and administration of a ServiceNow environment and applications.
3+ years identify, reporting and managing Key Performance Indicators (KPI’s) and Service Level Agreements (SLA’s).
5+ years managing a team of five or more technical Service Desk individuals in a high growth distributed environment.
5+ years successfully leading a service/help desk work queue.
5+ years managing end-user hardware ordering and troubleshooting (desktops, laptops, printers, phones, etc.).
5+ years supporting end-user operating system and applications deployments (Windows, Office, etc.).
5+ years troubleshooting end-user networking issues (wired, wireless, VPN, etc.).
Capable of all physical demands.

Nice To Haves

Strong communication and relational skills with the ability to work with a wide range of audiences.
Strong leadership with the ability to motivate the team.
Experience with developing and managing to metrics.
Strong analytical and problem-solving skills, with an ability to handle multiple priorities.
Proven ability to prioritize, multi-task and adapt to a fast-paced team environment.
Attention to detail is critical, as is being observant and following directions.
Problem solving and create solutions to drive to a course of action.

Responsibilities

Direct supervision of the Service Desk and End User team and related operations/projects.
Ensure that service and support is provided to our customers at agreed upon levels and expected quality.
Introduce, or improve upon existing, technology solutions.
Hire, coach, mentor, promote and performance manage direct reports.
Manage incoming customer requests via multiple channels including e-mail, phone and walk-up.
Technical escalation for resolution of complex technical issues.
Order, receive and process invoicing for hardware, software and services.
Identify, measure and report on key performance indicators that produce desired results.
Identify areas of opportunities, propose and implement solutions.
Improve effectiveness of the team members by promoting an environment of knowledge sharing.
Manage spend against the Service Desk budget/cost center.
Other duties as assigned.