Manager, Enterprise Support Services

Responsibilities

• Insure the Norton Healthcare’s End User computing environment meets all business, project, and service goals.
• Responsible for the daily management of the End User Computing and Asset Management teams.
• Leading resources responsible for developing, deploying, and maintaining desktop and mobile standards across the enterprise.
• Include all hiring, termination, and performance reviews for the staff.
• Manage all staff schedules and ensuring the staff adheres to operational duties.
• Ensure that each of the technical standards embraced by Norton Healthcare will be both developed and followed, leveraging the latest technology resources / tools currently available.
• Accountable for high quality customer service and helpdesk management.
• Collaborate with co-workers, departments, and vendors, and contractors to continuously improve processes and complete projects for the benefits of NHC.
• Monitor performance of team members providing feedback and mentoring.
• Actively manage team workload and project metrics.
• Ensure team has appropriate training to perform their duties.
• Utilizes best practices, documents processes, and set standards for operational performance metrics.
• Maintains records for departmental service performance.
• Manages and maintains SLAs and OLAs with internal customers to insure NHC End User Computing environment meets expectations.
• Effectively manage Help Desk, End User, and Project team through metrics, reporting, and performance analysis.
• This role offers a hybrid work option. Initial training will take place at a Norton Healthcare facility, and you must be available to come onsite for business needs as required.
• Employees in this position must reside in Kentucky or Indiana.

Qualifications

• With Bachelor Degree: Three years IT support
• Without Bachelor Degree: Seven years IT support
• Desired: Information Technology Infrastructure Library OR Support Center Manager (HDI)