Manager, IT Support
Description
JOB SUMMARY
At GoHealth Urgent Care, we place the needs of our patients first - by providing an effortless and unparalleled patient experience, a welcoming culture of care, and seamless integration with market-leading health systems and our communities.
GoHealth Urgent Care is an innovative company committed to delivering exceptional service and cutting-edge technology solutions to our customers. We value collaboration, innovation, diversity and inclusion, accountability, and courage and integrity as our core values, and we are looking for a Manager of IT Support to lead our support efforts and ensure the highest quality of service for our remote third-party helpdesk and field technician groups across the country. GoHealth is looking for a driven and experienced IT support leader with a passion for delivering top-notch service and a commitment to our core values.
As the Manager of IT Support, you will be responsible for overseeing and optimizing the support operations for both our remote third-party helpdesk and Vendor support teams, ensuring that our centers open on time, meet our performance metrics, and maintain a high standard of service quality. You will manage a team, including the Third-Party Implementation Vendors, Third-Party Helpdesk Team, and an Escalation Support Individual. As a manager overseeing IT Implementation Support and Helpdesk Support, you must balance technical expertise with strong leadership and management skills to ensure the smooth operation of IT support services across the organization's locations.
JOB SUMMARY
Education
- Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent work experience).
Work Experience
- 5 years of experience leading IT support teams in a healthcare or retail environment
- 7 years preferred
Required Licenses/Certifications
- N/A
Preferred Licenses/Certifications
- ITIL certification or equivalent
- Lean Six Sigma certification or equivalent
Additional Knowledge, Skills and Abilities Required
- Proven experience in IT support management, including both remote and field support teams.
- Strong leadership and team management skills with the ability to motivate and develop staff.
- Exceptional problem-solving and decision-making abilities.
- Excellent communication and interpersonal skills.
- Demonstrated experience with establishing and improving support processes to achieve consistent and successful outcomes across a diverse, remote teams.
- Proven track record of meeting or exceeding support metrics and quality standards.
- Travel as required for on-site support and team collaboration.
Additional Knowledge, Skills, and Abilities Preferred
- Experience with IT service-management tools and software.
- Knowledge of best practices in support operations and customer service.
- Experience with remote support technologies and best practices.
- Ability to adapt in a rapidly changing IT landscape and implement innovative solutions.
ESSENTIAL FUNCTIONS
- Own the successful support for all operational technology teams in both corporate and retail urgent care locations.
- Lead and mentor a team of IT support professionals to ensure effective operations, consistent performance, and a positive working environment.
- Set clear performance expectations, provide regular feedback, and conduct performance evaluations.
- Establish and improve support processes including best practices and industry standards for IT service management.
- Foster a positive and collaborative team culture.
- Monitor and assess the performance of the third-party helpdesk and field implementation teams, establishing and tracking key performance indicators (KPIs) to ensure targets are met or exceeded.
- Implement quality control processes to ensure high-quality support services are delivered, including regular performance evaluations and continuous improvement initiatives.
- Ensure timely and effective resolution of IT issues reported by end-users.
- Monitor and manage groups with service level agreements (SLAs) to meet or exceed service targets.
- Provide technical guidance and support to Field implementation leaders and helpdesk service groups for complex problem-solving.
- Work closely with field tech leaders and company support departments to align support efforts with company objectives, maintaining a strong focus on collaboration and effective communication.
- Allocate resources, including people and hardware, to meet IT support demands across the organization.
- Continuously assess and refine IT support processes to increase efficiency and effectiveness.
- Manage the IT Implementation budget, including expenses related to travel, equipment, and software licenses.
- Optimize spending to achieve cost-effectiveness and efficiency.
- Travel to different field locations to work with regional leaders and assess support needs.
- Collaborate with external vendors and contractors for specialized IT support or services.
- Negotiate contracts, review performance with agreements.
- Stay updated on emerging technologies and trends relevant to IT support.
- Evaluate new tools, software, and hardware for potential adoption to improve IT field support.
- Identify training needs for IT Support teams and arrange for appropriate training programs.
- Support professional growth and development opportunities for team members.
- Communicate IT support performance and status to senior leadership.
- Collaborate with other IT teams and departments to address cross-functional issues.
- Monitor customer feedback and conduct surveys to assess the quality of IT support.
- Take corrective actions to address customer concerns and improve satisfaction.
- Participate in long-term planning and goal setting for the IT department.
All other duties as assigned.
Note: This job description is not inclusive of all the duties of the position. You may be asked by leaders to perform other duties. Management reserves the right to revise this position description at any time.