Manager, IT

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ArchWellHealth is a new, innovative healthcare provider devoted to improving the lives of our senior members. We deliver best-in-class care at comfortable, accessible neighborhood clinics where seniors can feel at home and become part of a vibrant, wellness-focused community. Our members experience greater continuity of care, as well as the comfort of knowing they will be treated with respect by people who genuinely care about them, their families, and their communities.

Job Summary :

The IT Customer Service Lead's role is to oversee the Help Desk and Field Service operations and ensure that end users receive the appropriate assistance. 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 Help Desk and Field Services functions. The IT Customer Service Lead 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 Help Desk service level agreements in consultation with end users to establish problem resolution expectations and timeframes and SLAs.
• Analyze performance of Help 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.

Communication and Customer Service Monitoring

Acquisition & Deployment

Operational Management

Required Skills / Abilities :

Education and Experience :

ArchWellHealth 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.

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

Information Technology

Industries

Hospitals and Health Care

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