IT Support Manager
Core
Lead and support a nationally distributed IT support organization, analyzing ticketing data to drive process improvements and managing escalations.
Role type
Senior IT Support Operations Manager
Builds
Improved IT service delivery processes and performance metrics
Domain
Healthcare IT / Cloud Infrastructure
Deliverable
dashboards & analysis
Required skills
ITSM, service-delivery leadership, ticketing data analysis, Azure, Microsoft technologies, hybrid infrastructure management
Preferred skills
Healthcare experience, HIPAA knowledge
Technologies
Azure, ITSM, Cloud
Responsibilities
Lead and support a nationally distributed IT support organization, Analyze ITSM and ticketing data, trends, and service metrics, Identify operational gaps and develop policies and processes to improve performance, Manage escalations and drive continuous improvement, Communicate trends and recommendations to leadership, Support Microsoft, Azure, on-premises, and hybrid environments