IT Manager - Support Operations

Position Summary

The IT Manager – Support Operations primary responsibility is to lead Arkansas Heart Hospital and Vendor team members that provide the HUB of IT Support Operations for Physicians, Clinical, and business operations staff.  IT Support Operations includes but is not limited to the following team functions:  Tier 1 and 2 support for all IT related questions, issues, and escalations, coordinating the deployment of devices and new employee setup, Network operations monitoring, and Cybersecurity operations monitoring.

Looking for an individual that is excited about working for a company that is growing with a great culture and will be an example of living the Core Values of Arkansas Heart Hospital:  Highest Expectations in Quality, Excellence through Innovation, Accountability through Ownership, Resilience without Compromise, Teamwork with Results.

Work Schedule

Forty plus hours per week, Monday through Friday. From time-to-time the number of hours per week may vary to meet project deadlines and weekend work may be necessary to support stakeholders.

Primary Duties

• Lead Tier 1 and Tier 2 IT Support Operations team + vendor/partners to ensure the effective resolution of customer service requests, incidents, calls and interactions while always maintaining a high level of customer satisfaction.
• Recruit, train and support team members
• Provide technical assistance and support for incoming requests and issues related to the enterprise IT ecosystem
• Utilize the ITSM ticketing system to track, route and escalate problems to the correct resources.
• Define IT Support Operations KPIs focused on SLA commitments and produce monthly and quarterly dashboards outlining ticket trends
• Review ticket trends and proactively seek out innovative solutions to lower tickets and improve stakeholder value
• Identify continuous improvement focus areas and projects / initiatives.
• Project Manage new initiatives
• Facilitate gathering Root Cause Analysis on issues to prevent future issues
• Ensure that stakeholders receive timely updates on incidents.
• Create and maintain documentation, guidelines, and procedures for repeatability and quality
• Prioritize and manage escalations, plus rally team members for
• Build relationships with internal stakeholders, listen to needs and challenges, provide feedback and follow through on problem resolution.
• Create and maintain a culture of 5 star service for our stakeholders
• Perform other tasks as assigned.  

Qualifications/Specifications

• Education: High School Diploma, GED or equivalent combination of education and experience is required. Bachelor’s degree is preferred.
• Licensure: None required.
• Experience:

10+ years performing IT (Software, Network, Servers, Cloud, Development, Cybersecurity) related work experience

At least three (3) years of previous experience as a team lead, coordinator, manager  required;

Essential Technical/Motor Skills: Experience with Ticket Tracking – ITSM tools, Active Directory, DNS, DHCP, and Group Policy. Microsoft Windows server and client administration O365, Microsoft Teams, VMware, VDI.  Networking (TCP/P, LAN/WAN, Wireless, Firewalls, etc.).