The User Support Manager is responsible for encapsulating the organization's and department's vision, mission and values by providing leadership, coordination and management of the User Support Center staff, processes, functions and day-to-day operational activities of the User Support Center utilizing high levels of interpersonal and conflict management skills. Leading and mentoring the User Support and Field Technician Supervisors in overseeing the planning, assigning, and supervising the work of Help Desk Staff ensuring high quality, consistent customer support and timely, satisfactory incident resolution and service request fulfillment.

This position is considered Hybrid, which means that individuals in this position may work both at an approved Offsite location and Onsite at a primary location or multiple locations based on Business Needs.

Essential Functions

• Manages Help Desk KPI’s and critical Technical Support Metrics, including but not limited to Ticket volume over
  time, Time to Resolution (TTR), Average Resolution Time, Initial call resolution rate, repeat incident trends,
  Transfer rates, Individual Agent Performance, Help desk team satisfaction (team morale), and Net Promoter
  Score/Customer Satisfaction Rating.
• Ensures the Help Desk Team has the necessary skills and experience by identifying skills matrix, defining
  targeted Job Descriptions, hiring new people, and organizing the appropriate training and development
  opportunities for existing staff to fill gaps in necessary knowledge and skills.
• Owns and brings to conclusion major issues and customer escalations by coordinating and collaborating with
  other Support, Development and Operations Teams and/or vendors as needed.
• Assesses areas of opportunity to improve effectiveness and efficiency within the Help Desk Standard Operating
  Procedures, implementing and monitoring improvement metrics.
• Evaluates current Department processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.
• Leads efforts to set employee goals, review team performance metrics, and complete performance reviews in
  accordance with Department and Organizational priorities.
• Ensures appropriate coverage of each entity by creating a work plan and staffing schedules that meet the needs
  of the customer.
• Oversees and participates in Change and Problem Management as it relates to Customer Support.
  Leads by example to cultivate and maintain a culture built on teamwork and collaboration.
• Drives daily incident management success from detection to resolution and dissatisfaction issues for customer
  accounts leading to ongoing enhanced customer experiences.
• Performs vendor management and oversight as needed.
• Works outside of standard business hours when needed.
• People Partner Leadership: Promote a culture of diversity, equity, and inclusion in hiring, team development, and workplace practices.
• Strategic Planning: Contribute to long-term support strategies, including budgeting, resource planning, and alignment with enterprise IT goals
• Metrics Accountability: Own the development, monitoring, and interpretation of key performance metrics to inform staffing, training, and budget decisions
• Business Continuity: Support planning and execution of business continuity and disaster recovery efforts related to user support operations.
• Cybersecurity Alignment: Collaborate with Information Security teams on user education, incident response, and secure support practices.
• Technology Foresight: Stay current with emerging IT support trends (e.g., automation, AI tools) to enhance efficiency and service quality.

MINIMUM EDUCATION:

• High School Diploma or equivalent (higher degree accepted) or equivalent with 4 years of experience in a leadership or supervisory role in a technology related area within healthcare.
• Graduation from an accredited four-year college or university

MINIMUM EXPERIENCE:  

•  3 years of supervisory experience of a Technical support team
•  5 years of technical support and service management experience.

REQUIRED CERTIFICATIONS/LICENSURE:

• Information Technology Infrastructure Library (ITIL 4) (Managing Professional) Certification (Within 1 year)