About the position
MPOWERHealth is transforming musculoskeletal care through cutting-edge technology, data-driven insights, and innovative solutions that bridge the gap between cost and quality. As a digital health system, we provide end-to-end technology and analytics to align, optimize, and manage MSK care delivery, provider networks, advanced payment models, and business operations. Our integrated approach enhances productivity, drives efficiencies, and empowers providers with the tools needed to deliver high-quality, cost-effective care. As we continue to grow, we are looking for a Senior Manager, IT User Services to lead our IT support team in delivering exceptional user experiences across the organization. If you have a passion for leadership, continuous improvement, and driving IT service excellence, this role is for you!
Responsibilities
- Oversee IT User Services, including helpdesk and desktop support teams.
- Guide, support, and develop team members to maximize their potential, drive business success, and create a lasting impact on organizational growth and performance.
- Foster a culture of accountability, collaboration, and professional growth.
- Oversee daily IT support operations to ensure swift issue resolution, maintain service reliability, and uphold best-in-class standards.
- Develop, implement, and continuously refine KPIs and SLAs to optimize team performance, ensure service excellence, and enhance user satisfaction.
- Identify and implement process improvements to streamline and enhance IT support processes through automation and best practices.
- Develop self-service solutions that empower users to independently resolve common IT issues, enhancing efficiency and user experience.
- Serve as a trusted partner between IT and business units, ensuring alignment on priorities.
- Communicate IT updates and improvements effectively across the organization.
- Ensure cost-effective service delivery and strategic resource allocation.
Requirements
- Bachelor's degree in Information Technology, Computer Science, or a related field (advanced degree preferred).
- 8+ years of IT support/user services experience, including 3+ years in leadership.
- Proven track record in process improvement and innovative IT solutions.
- Strong leadership, coaching, and team development abilities.
- Excellent communication, problem-solving, and stakeholder engagement skills.
- Expertise in IT policies, procedures, and customer service excellence.
- Proficiency in Microsoft Office Suite and enterprise IT tools.
- Demonstrate strong executive presence, exuding confidence, credibility, and strategic influence in all interactions.
Benefits
- Impactful Work: Play a key role in ensuring seamless IT operations that support healthcare providers and staff.
- Growth & Innovation: Lead a team focused on automation, efficiency, and user empowerment.
- Collaborative Culture: Work closely with business units to align IT services with organizational goals.
- Hybrid Flexibility: Enjoy a mix of in-office collaboration (3 days per week) and remote flexibility.
