Senior IT Manager

Hayes Locums is a physician and advanced practices staffing company delivering excellence in the healthcare industry since 2012. Our dedication to finding impactful healthcare professionals for hospitals and providing high-impact service has won the company high praise of "Best Places to Work" and the "Fastest Growing Staffing Company in the United States"- SIA.

Overview: At Hayes, the Sr IT Manager of the Support team leads a group committed to customer service and always eager to help others.

Essential Duties and Responsibilities:

• Manage the support of end user service requests and technical issues.
• Provide technical expertise for both tactical and strategic projects.
• Implement operational best practices and continuous Service Management improvement.
• Ensure SLA’s are met and strive for a near 100% customer satisfaction rating.
• Provide detail and summary reporting for key metrics.
• Lead, coach, and develop team members.

Lead the Support Team:

• Develop departmental goals, objectives, and operating budgets.
• Oversee the provisioning, deployment, management and tracking of all end user equipment and hardware.
• Lead direct reports, provide challenging assignments, training, and career opportunities.
• Develop action plans for improving productivity, service responsiveness and cost efficiencies.

Implement Process Improvement:

• Manage device lifecycle replacement standards.
• Ensure all technical resolutions are documented and organized in a knowledgebase for easy end user reference.
• Stay current in end user support, management, technologies, policies, and procedures.
• Make recommendations to improve operational efficiency to department head.

Drive Efficiency:

• Promote self-service tools, automation, and the knowledgebase as tools to improve service levels, end user satisfaction, and productivity.
• Develop, manage, measure and report on key metrics, including customer satisfaction, average response time, and end user productivity.
• Act as the single point of escalation for all Support related incidents.
• Duties as assigned or required by executive leadership or direct supervisor.

Communication Skills: The ability to communicate effectively with both technical and non-technical stakeholders. This includes verbal and written communication, active listening, and the ability to explain complex technical concepts in simple terms.

Customer Service Orientation: Maintain a strong focus on providing excellent customer service and ensuring a positive user experience. This includes empathy, patience, and a commitment to resolving issues in a timely and satisfactory manner.

Problem-Solving And Decision-Making: The ability to analyze situations, identify root causes, and make informed decisions to resolve issues and improve service delivery. This includes critical thinking, creativity, and the ability to balance short-term fixes with long-term solutions.

Change Management: The ability to manage and adapt to change within the IT environment and the organization. This includes leading the team through transitions, implementing new technologies or processes, and fostering a culture of continuous improvement.

Project Management: Skills in planning, organizing, and managing resources to achieve specific goals. This is important for overseeing IT projects, coordinating with other departments, and ensuring that initiatives are completed on time and within budget.

Strategic Thinking: The ability to align the helpdesk's operations and initiatives with the broader goals of the organization. This includes understanding business objectives, identifying opportunities for IT to add value, and contributing to the overall strategy.

Education or Training:

*Below are the minimum requirements to be eligible for the position*

• Bachelor's degree in computer science, information technology, or relevant technical experience or relevant industry experience.
• ITSM certification preferred.
• Technical certifications favored.
• Familiarity with technical systems such as: Zendesk, Active Directory, Microsoft Azure, Salesforce, NinjaOne, Microsoft Intune, and Microsoft 365

Experience Requirements:

• 4+ Years in a help desk or technical support role
• 2+ Years in a supervisory or leadership position
• This is a full-time in office position with the exception of on-call and essential job functions that require travel to any remote corporate office or event. Office hours are assigned by department head.