IT Support Manager

Description:

The IT Support Manager will be responsible to lead, enhance and optimize the IT Support team. This position will take initial lead on major incidents working with the IT Infrastructure Manager, IT EHR Manager, and VP of IT to mitigate. This position will continue to develop and improve, enhance and optimize IT Support processes and procedures to streamline and make the most efficient team possible. This position will ensure that the support team is providing timely, professional, and accurate support to our staff.

Responsibilities:

• Provides insight, leadership, recommendations and acts in partnership with leaders and staff from across all functional areas.

• Enhance and evolve ITIL/ITSM processes and procedures based on technology initiatives and business needs.

• Ensure support staff are following ITIL/ITSM procedures and meeting established SLA’s, PKI’s and business expectations.

• Manage IT Expansion Team in the success of new site expansions; buildouts; vendor relationships; product selections; etc.

• Direct IT Project Management for the following:

•Work with vendors and internal staff to coordinate IT initiatives.

•Work alongside Admin Team, IT Infrastructure Manager, IT EHR Manager and VP of IT to ensure successful end to end project completion.

• Supervise vendor support to establish strong internal processes, procedures, and support.

• Partner with 3rd party vendors to deliver technology needs and understand capabilities and enhancements as new features are made available.

• Communicate High Priority outages and resolution on a timely basis to staff to minimize service disruptions for any incidents within IT Support Team scope.

• Provide leadership reporting and statistics for incident response and outage resolutions related to IT Support.

• Identify support trends related to problem and incident, and work with others to identify long term solutions to recurring issues.

• Coach and mentor IT support staff and ensure accuracy and quality of service output.

• Conduct performance reviews and conversations.

• Consistently seek technology improvements and efficiencies.

• Attend meetings, trainings, or seminars.

• Other duties as assigned

Qualifications:

• Bachelor’s degree (BA/BS) or equivalent strongly desired, or relevant analytical/technical experience.

• 2 years’ experience working in a healthcare or behavior health environment is strongly preferred.

• 2 years’ experience managing a team of IT staff and experience working within IT organizational changes.

• Intermediate knowledge of MS Office programs with ability to learn new applications

• Project management experience.

Competencies:

• Strong attention to detail and commitment to quality.

• Strong communication skills both verbally and written.

• Demonstrate initiative and exercise good judgement (e.g, in starting tasks, asking questions, identifying and discussing problems, ability to structure own work, stay on task).

• Ability to flex, prioritize and adapt to changing priorities.

• Shows passion for our business, clients, and values.

• Effectively utilize data and fact-based information to make decisions and ensure quality.

• Manages team by encouraging employee engagement, accountability, and development.

• Builds and leverages cross functional relationships to meet the needs of the department.

• Demonstrates commitment to clinical, operational, and fiscal responsibilities.

• Work independently and very proactively with minimal direction/supervision.

• Demonstrates a “can-do” spirit, a sense of optimism, ownership and commitment.

Skills:

Support, Ticketing system, ITIL, microsoft, infrastructure management, desktop

Additional Skills & Qualifications:

Local to Minneapolis MN preferred, but open to national candidates

Will have a team size reporting to them of 5-10 people

Workplace Environment:

• Extended sitting at desk working on Computer/Laptop. Sitting 70-75%, Standing/Moving 25-30%

• Bending, twisting, kneeling, stooping or crouching when appropriate, on occasion

• Ability to lift/move carry, push or pull up to 30lbs alone, and 50lbs with another person.

• Must have valid driver’s license and be willing to travel across hired region on an as needed basis. Mileage reimbursement will apply.

• Ability to travel to and support other regions of our business when needed <5%

Experience Level:

Entry Level

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.