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Job Summary:

The IT Manager’s role is vital to IT operations at ArchWell Health. The IT Manager will directly manage the IT Field Services technicians (“techs”) which are onsite in Centers for markets in central or eastern areas of the enterprise. These regions are subject to change, and currently include: Florida, North Carolina, Alabama, Kansas, Oklahoma, and Missouri. Oversee the techs day-to-day operations, and enforce established standards. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Service Desk and Field Services functions, and as a member of escalation handling. The IT Manager will also provide VIP support and contribute to incident problem resolution by giving in-person, hands-on support to end users at the desktop level.

Duties/Responsibilities:

Strategy & Planning

• Establish and enforce Service Desk service level agreements in consultation with end users to establish problem resolution expectations and timeframes and SLAs.
• Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
• Coordinate with other functional teams within the IT department to create a holistic IT support model with a focus on providing excellent customer service.
• Review Floor Plans for established and new centers, marking them up for equipment placement, concerns, quality assurance, enforcement of standards for power, data, and other as deemed necessary. Collaborate with center and market leadership to establish an agreed deployment plan.
• Identify and propose plans to IT Director for acting on opportunities to improve and update software, systems, and procedures.
• Identify, develop, and instruct opportunities for team training and skill advancement.
• Routinely review open requests and incidents, help maintain progress on tickets, escalate stuck items to IT Director and Service Director.
• Assist with determining timeframes for IT projects and coordinating schedules with internal and external teams by providing resource availability from the IT team.
• Participate in staffing and budgeting needs, including but not limited to: forecasting, modeling, reporting, planning for both colleague and non-colleague items.
• Observe and evaluate team core competencies and weaknesses; and establish and recommend individual plans to improve independent contributors and the team collectively.
• Rationalize the resource utilization and work accomplishments of each team member on a weekly, monthly, quarterly basis; report praise and concerns to IT director, and identify and act on opportunities to improve.
• Conduct and participate in annual activities such as employee, team, department evaluations, planning, and budgeting activities.

Communication and Customer Service Monitoring

• Develop and oversee effective communication practices and techniques to assure customers are properly informed and receive timely and relevant communication from IT.
• Perform ongoing assessment of customer service quality and customer satisfaction including monitoring Service Desk communications, and outreach surveys to customers.
• Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.

Acquisition & Deployment

• Collaborate with other departments to identify and/or procure software for internal staff and external clients.
• Conduct research on emerging products, services, protocols, and standards in support of Service Desk technology procurement and development efforts.
• Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues.
• Participate and recommend, where appropriate, new products and services that will benefit and improve deployment of computer assets to new or existing centers.
• Participate in due diligence activities as requested to support a successful end.

Operational Management

• Develop routing management reporting to monitor KPIs and effectiveness of IT Customer Service operations and prepare reporting for leadership on a routine basis.
• Establish, update, and deploy standard procedures, workflows, and knowledge base articles.
• Participate in establishing and enforcing individual and team key performance indicators, metrics, and reporting.
• Identify areas of improvement for team and individuals, proactively coach team members and participate in the creation of, and execute, performance plans for struggling colleagues.
• Monitor and management vendor relationships for function that outsourced such as Service Desk or Field Support.
• Oversee the processing of incoming incidents, requests and problems to the Service Desk via telephone, e-mail or self-service to ensure courteous, timely, and effective resolution of end user issues.
• Design and enforce request handling and escalation policies and procedures.
• Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Monitor and test fixes to ensure problems have been adequately resolved.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Track and analyze trends in Service Desk requests and generate statistical reports.
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.
• Oversee the development, implementation, and administration of Service Desk staff training procedures and policies.

Required Skills/Abilities:

• Proven ability to lead a complex and diverse team.
• Ability to hold self and others accountable and enforce standards.
• Exceptional customer service orientation.
• Demonstrated progressive experience in the supervision of a technical support team.
• Demonstrate experience with Service Now.
• Experience in an ITIL environment or current ITIL certification(s).
• Experience managing and coordinating with third party Service Desk and field services vendors.
• Experience coordinating and participating in projects.
• Experience managing vendors.
• Proven track record of developing and providing Service Level Agreements and Service Desk deliverables.
• Solid relationship management and performance management skills.
• Ability to motivate and direct staff members and subordinates.
• Strong understanding of the organization’s goals and objectives.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on listening and questioning skills.
• Strong documentation skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language to non-technical staff and end users.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Previous experience supporting Sales Force and eClinicalWorks a plus.

Minimum Qualifications:

• Associates degree with 2 years of experience, or 4 years of experience in related field
• Second bullet for years of experience
• 0-3 additional bullets with required or preferred experience

• Embodies and serves as a role model of ArchWell Health’s Values:
  • Be compassionate
  • Strive for excellence
  • Earn trust
  • Show respect
  • Stay resilient
  • Always do the right thing

About ArchWell Health:

At ArchWell Health, we’re creating a community of caring designed to help our members stay healthy and engaged. By focusing on a strong provider-patient relationship, routine wellness, and staying active, our members enjoy a higher level of care and better quality of life after the age of 60. Everything we do is for seniors. We believe seniors should be heard, listened to, and given ample time by their physicians to live well later in life.

Our value-based care model is designed to prevent illnesses while keeping members healthy and happy in every aspect of their life. We deliver best-in-class primary care at comfortable, accessible neighborhood centers where older adults can feel at home and become part of a vibrant, wellness-focused community. We’re passionate about caring for older adults and united by the belief that caring has the power to change everything for our members.

ArchWell Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to their race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected classification.