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SalaryHow will this role have an impact?
As the Manager, End-User Support Operations you will have overall accountability for ensuring support services are delivered in accordance with agreed business requirements. This role is responsible for service delivery, representing the team with other stakeholders, career pathing for team members and driving operational efficiencies. This role will report to our Director, Service Operations.
What will you do?
Accountable for the overall quality of Service Desk and Desktop support operations, this includes the support of Signify Health employees and contracted Providers
- Track and report Service Desk and Desktop team metrics
- Own ticket "hygiene" for Service Desk and Desktop teams including but not limited to trending, quality audits and identify remediation plans
- Escalation management
- Hiring, training and managing service desk and desktop team personnel
- Assists director in goal creation for team and individuals
- Operationalize the strategic vision for the support team service delivery
- Identify improvement areas internally as well as work closely with all internal stakeholders to prepare solution
- Create a variety of reporting solutions such as operational reports, scorecards, or dashboards to visualize business unit performance and trends
- Establish strong rapport with interdepartmental peers and team personnel
- The ability to manage time effectively while setting the tone of the team through modeling and leadership
We are looking for someone with:
- Bachelor's degree or equivalent combination of education and experience
- 5+ years of experience in an IT support role with both internal and external customers.
- 2+ years of prior experience managing supervisors and a team of 10 people or more.
- Demonstrated experience with Microsoft Excel, MS Power BI or similar, Windows 10/11, IOS, MAC OS, Google Suite, iPads, Dell Laptops, MacBooks
- ITIL Certification strongly preferred
- Excellent verbal and written communication skills (English)
- Ability to define work processes and lead team members in successful implementation and ongoing execution
- Availability to work outside normal business hours if needed
- Able to effectively manage multiple deliverables and priorities to meet deadlines
- Strong understanding of compute, Atlassian software stack, Agile methodologies, principles and practices as well as emerging trends
This role is hybrid and you must be willing to work in the Dallas Office 3 days per week
The base salary hiring range for this position is $74,700 to $130,200. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits.
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. Eligible employees may enroll in a full range of medical, dental, and vision benefits, 401(k) retirement savings plan, and an Employee Stock Purchase Plan. We also offer education assistance, free development courses, paid time off programs, paid holidays, a CVS store discount, and discount programs with participating partners.
About Us:
Signify Health is helping build the healthcare system we all want to experience by transforming the home into the healthcare hub. We coordinate care holistically across individuals' clinical, social, and behavioral needs so they can enjoy more healthy days at home. By building strong connections to primary care providers and community resources, we're able to close critical care and social gaps, as well as manage risk for individuals who need help the most. This leads to better outcomes and a better experience for everyone involved.
Our high-performance networks are powered by more than 9,000 mobile doctors and nurses covering every county in the U.S., 3,500 healthcare providers and facilities in value-based arrangements, and hundreds of community-based organizations. Signify's intelligent technology and decision-support services enable these resources to radically simplify care coordination for more than 1.5 million individuals each year while helping payers and providers more effectively implement value-based care programs.
To learn more about how we're driving outcomes and making healthcare work better, please visit us at www.signifyhealth.com
Diversity and Inclusion are core values at Signify Health, and fostering a workplace culture reflective of that is critical to our continued success as an organization.
We are committed to equal employment opportunities for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.
