Manager IT Endpoint Support and Service

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Job Description Summary:

The Manager of IS Endpoint Support and Service reports to the Director of Endpoint Support and works in collaboration with Manager of Asset, Infrastructure Engineers/Advisors, and 3rd party vendors to manage all aspects of the Field Services team in their region.

The primary focus of this position is to lead approximately 15-30 endpoint support associates serving a designated region of the OhioHealth (OH) enterprise. Leads by example to encourage and create a culture of customer focused outcomes while removing friction from our users. Leverages a data driven management approach to ensure proper staffing and team focus. Provides oversight and management of a team that can and will work extended hours and irregular work schedules to maintain business systems and critical clinical 24x7x365. In emergencies or during special projects this individual may be required to provide on-site and/or remote management to insure adequate support and staffing.

Responsibilities And Duties:

45% - Management
Manage people, process, and hiring activities related to day-to-day oversite of team with a focus on providing superior customer service. Responsible for measuring, monitoring, and analyzing performance metrics and implementing process/performance improvement initiatives to continuously improve service levels. Plans, monitors, and manages operating budget for assigned area of responsibility. Ensures that area of responsibility is integrated into the ITIL methodology by adhering to processes including but not limited to: Service Catalog Management, Incident & Problem Management, Release & Deployment Management, Service Asset & Configuration Management, Request Fulfillment Management, Change Management and Knowledge Management.

10% - Vendor Management
Works with 3rd party vendors to negotiate staffing, contracts and develop reporting metrics, dashboards, and status reporting to drive outcomes and meet expectations for quality, performance, and superior customer service

20% - Customer Service
Be the ambassador for IT in area of responsibility developing relationships with campus leadership. Participates in regular rounding with key site leadership. Develop reward process for team to strengthen customer service behaviors. Frequently review customer satisfaction surveys with team to encourage continuous improvement. Emphasize, evaluate for customer service skills during interview/selection. Work with Director to provide customer service skills training. Develop collaborative partnerships with other departments to obtain continuous feedback related to service levels.

15% - Administrative
Facilitate periodic team meetings to enable proper communication and collaboration within team and consistency throughout the enterprise. Attend leadership meetings to represent the team. Function as team scheduler and timekeeper to ensure proper coverage of services and ensure team is properly compensated.

5% Technical
Provide technical assistance to team when needed, coordinate completion of all high priority requests, identify need for and coordinate the offering of technician training. Oversee the continuous development and updating of knowledge base articles to be used throughout the enterprise. Continuously look for ways to improve the delivery of support.
The major duties/ responsibilities and listed above are not intended to be all-inclusive of the duties, responsibilities and to be performed by associates in this job. Associate is expected to perform all other duties as requested by Director.

Minimum Qualifications:

Bachelor's Degree (Required)ITILFC - Information Technology Infrastructure Library Foundation Certification - Axelos

Additional Job Description:

Work Shift:
Day

Scheduled Weekly Hours :
40

Department
IS Field Support

Join us.
if your passion is to work in a caring environment
if you believe that learning is a life-long process
if you strive for excellence and want to be among the best in the healthcare industry

Equal Employment Opportunity

OhioHealth is an equal opportunity employer and fully supports and maintains compliance with all state, federal, and local regulations. OhioHealth does not discriminate against associates or applicants because of race, color, genetic information, religion, sex, sexual orientation, gender identity or expression, age, ancestry, national origin, veteran status, military status, pregnancy, disability, marital status, familial status, or other characteristics protected by law. Equal employment is extended to all person in all aspects of the associate-employer relationship including recruitment, hiring, training, promotion, transfer, compensation, discipline, reduction in staff, termination, assignment of benefits, and any other term or condition of employment