Manager, Enterprise Support Services

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

Job summary

Norton Healthcare, Inc. is seeking a Manager of Enterprise Services and Support to ensure the End User Computing environment meets business goals.

The role leads the End User Computing and Asset Management teams, developing and maintaining desktop and mobile standards across the enterprise. The position oversees hiring, termination, and performance reviews, staffing schedules, and adherence to operational duties.

Qualifications

• Bachelor degree required with 3 years IT support.
• Without Bachelor degree, 7 years IT support.

Responsibilities

• Collaborate with co-workers, departments, and vendors to improve processes and complete projects for NHC.
• Monitor team performance, provide feedback and mentoring; actively manage workload and metrics.
• Document processes and set standards for operational performance metrics; maintain records for service performance.
• Manage SLAs and OLAs with internal customers to ensure End User Computing meets expectations.
• Lead Help Desk, End User and Project teams through metrics, reporting and performance analysis.

Skills

IT support

Education

Bachelor degree

Job description

Responsibilities

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.
• 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)