Manager - Technology

Details

• Department: Infrastructure Service Center
• Schedule: Full-time, 8 hour day shift, Monday - Friday
• Location: Remote
  
  

Benefits

Paid time off (PTO)

Various health insurance options & wellness plans

Retirement benefits including employer match plans

Long-term & short-term disability

Employee assistance programs (EAP)

Parental leave & adoption assistance

Tuition reimbursement

Ways to give back to your community

• Please note, benefits and benefits eligibility can vary by position, exclusions may apply for some roles (for example: Travel, PRN, Short-Term Option, etc.). Actual compensation offer will vary based upon role, education, experience, location, and qualifications. Connect with your Talent Advisor for additional specifics.
  
  

Responsibilities

Ascension Technologies is hiring a full time/fully remote Manager - Technology. The responsibilities include accountability for Managed Service Provider (MSP) service support across all service lines with end-to-end service desk support, inclusive of Level 1 application and infrastructure support, as well as specialized L2 support for critical business and clinical applications.

What You Will Do

• Manage and monitor MSP service level agreements (SLA’s) for key support areas, ensuring that all SLA’s are met or exceeded. Reviews and validates SLA reports and MSP performance dashboards metrics
• Work with key stakeholders to prioritize projects and support activities. Develop processes to continually improve department efficiencies in core objectives.
• Participate in the development of standards, policies and procedures. Ensures that MSP adhere to Ascension standards, policies and procedures.
• Hire, train and manage assigned staff.
• Under the general supervision of the Service Desk Director, participate in budget planning and oversight.
• Coordinate and communicate technical issues and projects to customers using non-technical language.
• Ensure that documentation for outlining MSP service delivery is developed and kept up to date.
• Provide status reports to the Director on outstanding department issues and problems.
• Serve as a focal point for issue escalations, review RCA, and determine appropriate actions.
• Maintain business understanding of how SOWs are utilized to support the client’s environment and work with the Director and VMO to optimize service delivery.
• Proactively maintain up to date knowledge of industry standards and direction, and share that information with the Service Delivery Management Team
• Communicate on-going activities to peers and management. Consults and coordinates Operational and Leadership activities and sets priorities with MSP operational areas and key user personnel as required. Organizes and leads teams to troubleshoot issues that cross multiple IT support areas.
• Provide oversight for project planning for new projects, user requests and enhancements. Holds MSP accountable for resources required to complete major initiatives including personnel and technical components.
• Other duties may be assigned by the Director.
  
  

Preferred Skills And Experiences

• Bachelor's degree in business/MIS or related field from an accredited college.
• 3 years experience working in Information Technology environment, preferably specific to Level 1 / Level 2 Help Desk Support
• 5 years experience is preferred
• 1 year of leadership experience or management experience in Information Technology Vendor Management preferred
• Experience with ServiceNow software and other related IT service management software.
• ITIL Foundation Certification
  
  

Other Capabilities

• Strong expert knowledge of Google Suite products
• Excellent communication skills
• Analytically inclined with attention to detail and accuracy
• Strong organizational skills
• Ability to work independently
• Good interpersonal skills
• Ability to work under pressure and prioritize work appropriately
• Excellent time management skills
• Maintains the confidential nature of sensitive data
  
  

Personal/Professional Qualities

• Personable, tactful, polite.
• Sound judgment.
• Team player.
• Integrity and high personal, professional and ethical standards.
  
  

Requirements

Education:

• High School diploma equivalency with 3 years of cumulative experience OR Associate's degree/Bachelor's degree with 2 years of cumulative experience OR 7 years of applicable cumulative job specific experience required.
• 3 years of leadership or management experience preferred.
  
  

Additional Preferences

No additional preferences.

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Why Join Our Team

When you join Ascension, you join a team of over 134,000 individuals across the country committed to a Mission of serving others and providing compassionate, personalized care to all. Our inclusive culture, continuing education programs, career coaches and benefit offerings are just a few of the resources and tools that team members can use to create a rewarding career path. In fact, Ascension spent nearly $46 million in tuition assistance alone to support associate growth and development. If you are looking for a career where you can grow and make a difference in your community, we invite you to join our team today.

Equal Employment Opportunity Employer

Ascension will provide equal employment opportunities (EEO) to all associates and applicants for employment regardless of race, color, religion, national origin, citizenship, gender, sexual orientation, gender identification or expression, age, disability, marital status, amnesty, genetic information, carrier status or any other legally protected status or status as a covered veteran in accordance with applicable federal, state and local laws.

For further information, view the EEO Know Your Rights (English) poster or EEO Know Your Rights (Spanish) poster.

As a military friendly organization, Ascension promotes career flexibility and offers many benefits to help support the well-being of our military families, spouses, veterans and reservists. Our associates are empowered to apply their military experience and unique perspective to their civilian career with Ascension.

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