Manager, Enterprise Support Services

Norton Healthcare; Louisville (KY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Norton Healthcare seeks a Manager, Enterprise Services and Support to lead the End User Computing and Asset Management teams, ensuring desktop and mobile standards across the enterprise. The role entails hiring, performance reviews, and staffing schedules, with accountability for high-quality customer service and helpdesk management.

A hybrid work option is offered, with initial onsite training at a Norton Healthcare facility in Kentucky/Indiana.

Qualifications

• Bachelor degree with 3+ years IT support experience; or 7+ years IT support without bachelor degree.
• HDI certification is desirable for the role.

Responsibilities

• Monitor performance of team members and provide feedback and mentoring.
• Actively manage team workload and project metrics.
• Ensure team has appropriate training to perform duties.
• Document processes and set standards for operational performance metrics.
• Maintain records for departmental service performance.
• Manage SLAs and OLAs with internal customers for End User Computing.
• Lead Help Desk, End User, and Project teams through metrics and reporting.

Skills

IT leadership

Team management

Performance metrics

Education

Bachelor Degree

HDI certification

Job description

The role of the Manager, Enterprise Services and Support is to insure the Norton Healthcare's End User computing environment meets all business, project, and service goals. This position will be responsible for the daily management of the End User Computing and Asset Management teams. Additionally, the Manager, Enterprise Services and Support position will be responsible for leading resources responsible for developing, deploying, and maintaining desktop and mobile standards across the enterprise. The Manager ESS responsibilities will include all hiring, termination, and performance reviews for the staff. Additionally, this position will manage all staff schedules and insuring the staff adheres to operational duties. This position will 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. The Manager ESS is accountable for high quality customer service and helpdesk management.

Key Accountabilities

• Collaborate with co-workers, departments, and vendors, and contractors to continuously improve processes and complete projects for the benefits of NHC.

Responsibilities

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

Required:

• With Bachelor Degree: Three years IT support
• Without Bachelor Degree: Seven years IT support

Desired:

• Information Technology Infrastructure Library OR Support Center Manager (HDI)