Sr. Manager - IT Support & Operations

Job Description:

POSITION SUMMARY

The Senior Manager or IT Systems Support is the leader of IT operations (L1/L2) for all Agiliti. It is expected for this role to drive continuous improvement (self-service help) and lead resolution of any escalations involving hardware, software, and peripherals. The ideal candidate thrives on leading a team that works in a fast-paced, growing environment while providing white-glove, concierge-level services and juggling multiple demands. The role works closely with ServiceNow developers on asset management, ITIL processes and procedures, and professional development. The person in this role will work onsite at our Eden Prairie, MN Corporate office and must be willing to travel if needed.

PRIMARY OBJECTIVES AND RESPONSIBILITIE

• Provides team leadership and mentoring to team members.
• Ensure timely, professional and effective communication in service tickets
• Responsible for communication on the status of support and technology updates to employees
• Works with the technical specialists to manage the escalation and resolution of problems and incidents.

• Develops SLAs in coordination with key partners and holds partners accountable to those SLAs
• Rotation based 24x7 coverage - Must be available to work weekends and holidays on an on call or rostered shift basis.
• Creates reports and statuses to review with IT leadership on ITSM metrics and develops plans and activities to assist continuous improvement.
• Oversees executive technical support situations to ensure all elements of technical support are progressing to issue resolution
• Provides ongoing status updates to Team Lead and Management

• Escalates issues/risks quickly for mitigation
• Leads and participates in projects relating to the continuous improvement
• Oversees executive technical support situations to ensure all elements of technical support are progressing to issue resolution
• Initiates and facilitates the discussion with customer and respective resolution stakeholders during critical issues. Ensures timely, professional and effective communication with the customer and internal groups from both the technical and management perspectives
• Develops and delivers executive communication to customer and internal stakeholders on status of critical Service Requests.

• Proactively addresses any issues impacting the effectiveness of Agiliti IT service and customer perceptions of deficiencies with respective stakeholders.
• Manages the remediation process and technical resources by facilitating cross departmental collaboration, coordinates the end-to-end customer experience and owns the internal and external communications. Acts as primary contact during critical situations

QUALIFICATIONS

• Minimum 10 years in technical support on IT hardware, software, and desktop peripherals.
• Minimum 5 years leading teams in service delivery best practices.

• Minimum 5 years working in ITSM and ITIL environments.
• Experience in scaled agile organizations a plus.
• Experience working in an environment that promotes active listening, transparency, and servant leadership.
• Experience in system operations and/or administration a plus.
• Prior health industry experiences a big plus.

• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• ITIL certification preferred (in-house training is available).

KNOWLEDGE, SKILLS, AND ABILITIES

• Customer relationship management experience - large / complex enterprise, customer facing and executive level customer relationship and account management experience desired
• Experience serving as a customer advocate - able to understand and articulate the needs of the client and deliver on those needs
• Proven experience managing customer escalations within a Technical Support environment
• Demonstrated ability to develop strong relationships with multiple levels of customer with the ability to obtain a working knowledge in support of their business objectives in relation to the delivery of secure applications and data
• Prior experience working for a healthcare IT vendor in a similar role

• Knowledge of Agile Development, Product Management, and software defect tracking
• Ability to facilitate and manage cross-team collaboration to solve customer issues working with teams in person and virtually
• Experience creating concise reports for customers, following customer situations/incidents (Incident reports and RCA.
• Project management experience with proven methodologies
• Industry certifications (PMP, ITIL, Six Sigma) preferred

• Experience working with vendor/partner teams to identify potential issues before they escalate
• Broad technology base with emphasis on mobile solutions, virtualization, networking and/or storage is a plus. A solid ServiceNow and Microsoft backgrounds are beneficial
• Proven experience leading formal customer meetings with all levels including C levels
• Exceptional communication skills (written and verbal)
• Able to work in rotational on-call environment

• Ability to travel up to 10% of the time

DISCLAIMER

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department and the company.

It is the policy of Agiliti to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender identity, sex, sexual orientation, national origin, age, physical or mental disability, genetic information, marital status, status as a veteran, military service, or any other characteristic protected by applicable federal, state, or local civil rights laws. In addition, Agiliti will provide reasonable accommodations for qualified individuals with disabilities. Agiliti strictly prohibits any form of retaliation against individuals who make good faith reports of alleged violations of this policy or who cooperate in Agiliti's investigation of such reports. Affirmative Action Policy Statements

You may be required to obtain certain vaccinations, or provide proof of current vaccination status, based on customer and/or company requirements. If vaccination is required, Agiliti will provide specific directions and cover the expense at a participating clinic. Please note, this includes the COVID-19 vaccination.

Agiliti is an equal opportunity employer and provides reasonable accommodations to employees and applicants consistent with state and federal law.

If you require assistance with your application, please contact [email protected].

Primary Job Location:

Corporate MN

Additional Locations (if applicable):

Job Title:

Sr. Manager - IT Support & Operations

Company:

Agiliti

Location City:

Eden Prairie

Location State:

Minnesota

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