The IT Operations Manager oversees and directs the day-to-day activities of information technology (IT) service management incidents, change management, and Information Technology Service Management (ITSM) tools to ensure that systems, services, and infrastructure work reliably and securely
Let's Shine. Together.
Our values of Excellence, Empathy, Integrity and Accountability are essential to exceed our customers’ expectations. At Reid, we look for individuals who believe in our core values and demonstrate a genuine desire to make a positive impact to those we serve. We take pride in employing people who show up every day with a commitment to these values along with our mission and vision. We are one team working toward a common goal of providing outstanding customer care and service to our communities. If you have a calling to serve and are looking for meaningful and purposeful work, Reid Health is the place for you.
To lead our communities to well-being, one person at a time. It is not just what we do – it is who we are.
Overview Of Responsibilities
Coordinates and manages the day-to-day Service Desk Operations with Service Desk Supervisor.
Coordinates the implementation and ongoing support of the ServiceNow tool.
Serves as the escalation contact for all Service Desk and ServiceNow related activities.
Works with the IT Department to establish a world class IT client services organization delivering consistent high-quality IT services.
Responsible for the ServiceNow customer portals.
Analyzes and resolves quality and customer service issues and recommends system improvements.
Manages the Epic Service Desk staff.
Implements an ITIL program for the department.
Develops IT policies and procedures to ensure the department operates effectively and reliably.
Develops and monitors service level agreements (SLAs) for the service desks.
Develop reports needed to monitor incident and request management.
Works with the Service Desk Supervisor to devise solutions for equipment replacement or repairs.
Monitors customer portal.
Communicates ideas for improving company processes with a positive and constructive attitude, and for developing this attitude in others.
Perform other duties as specified by the Director of IT Infrastructure and Operations.
Education/Experience
Bachelor’s degree in computer science or related experience required.
Five years’ experience in running technical support desk, preferably in the healthcare field required.
Service Now Administration Certification Preferred
ITIL Certified
ITSM Process Knowledge mandatory
ITOM Process Knowledge mandatory
Schedule Details
Salaried. 8:00am - 5:00pm Monday - Friday
What We Offer
Unexpected Perks - Daycare, Doordash, SmartDollar, Daily Pay, therapy dogs, massages, Forbes rated Best Places to Work 2022
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Other Information
EEO Statement: Reid Health is an Equal Opportunity Employer
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Application FAQs
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Hospitals and Health Care
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