Manager, End User Services

Alternate Solutions Health Network

Our culture and people are what set us apart from other post-acute care providers. We're dedicated to the growth and development of our team to set them up for success. We CARE for our patients like they are our own FAMILY.

HOW YOU'LL MAKE A DIFFERENCE: At Alternate Solutions Health Network (ASHN), we care for patients where they spend the majority of their time – in their homes. Today we care for patients who need skilled home care and hospice services. You won't find our brand in many places because we partner with health systems, jointly running home health and hospice agencies that use their brand. This is part of our strategy. By being part of the health system team, we can ensure each patient has a well-coordinated care plan that remains consistent whether the patient is seeing their primary care physician, receiving treatment in a hospital, or under our care in the home.

WHAT WE OFFER: We provide medical, dental, and vision insurance with flexibility for you to select what works best for you. Eligible teammates receive paid time off and may participate in the 401K, if they choose. Historically the company has matched 401K contributions which helps build your nest egg even faster. Finally, our benefit program includes company paid life, disability insurance, and a robust Employee Assistance Program.

HOW YOU'LL WORK:

You'll be responsible for direct supervision of the Service Desk and End User team and related operations/projects. You will ensure that service and support is provided to our customers at agreed upon levels and expected quality. You'll have the opportunity to make a large impact to the organization by introducing, or improving upon existing, technology solutions.

MAJOR AREAS OF RESPONSIBILITY:

• Hire, coach, mentor, promote and performance manage direct reports
• Manage incoming customer requests via multiple channels including e-mail, phone and walk-up
• Technical escalation for resolution of complex technical issues
• Order, receive and process invoicing for hardware, software and services
• Identify, measure and report on key performance indicators that produce desired results
• Identify areas of opportunities, propose and implement solutions
• Improve effectiveness of the team members by promoting an environment of knowledge sharing
• Manage spend against the Service Desk budget/cost center
• Other duties as assigned

HARD & SOFT SKILLS:

• Strong communication and relational skills with the ability to work with a wide range of audiences.
• Strong leadership with the ability to motivate the team.
• Experience with developing and managing to metrics.
• Strong analytical and problem-solving skills, with an ability to handle multiple priorities.
• Proven ability to prioritize, multi-task and adapt to a fast-paced team environment.
• Attention to detail is critical, as is being observant and following directions.
• Problem solving and create solutions to drive to a course of action.

REQUIREMENTS:

• This position requires a bachelor's degree in Computer Sciences or equivalent relevant work experiences.
• 3+ years implementing and administration of a ServiceNow environment and applications
• 3+ years identify, reporting and managing Key Performance Indicators (KPI's) and Service Level Agreements (SLA's)
• 5+ years managing a team of five or more technical Service Desk individuals in a high growth distributed environment
• 5+ years successfully leading a service/help desk work queue
• 5+ years managing end-user hardware ordering and troubleshooting (desktops, laptops, printers, phones, etc.)
• 5+ years supporting end-user operating system and applications deployments (Windows, Office, etc.)
• 5+ years troubleshooting end-user networking issues (wired, wireless, VPN, etc.)
• Capable of all physical demands.

#INDASHN3

We'll help you put your passion for patient care to work. Apply today!

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

We are an Equal Opportunity Employer.