Regional IT Support Manager

Full-time - Mid Level

Golden, CO

About the position

As a Regional Manager, IT Support, you’ll manage and supervise a team of IT Support Technicians that serve your local market, Denver, CO. In this role you will primarily focus on incident management and service request fulfillment but may also be engaged for project work from time to time. You’ll be the technical go-to for the team, serving as an escalation point for troubleshooting and problem solving as well as providing day to day leadership and direction. In addition, you’ll be the primary point of contact for your regional market leadership including practice managers, market executives and others for escalation.

Responsibilities

• Supervise and manage the regional IT Support Team responsible for supporting practices within the local market
• Develop and maintain great relationships with practice managers and market leadership to ensure they feel well supported by local IT resources
• Responsible for scheduling, assignment, and development of staff to ensure adequate coverage during assigned support hours and on-call rotation
• Proactively monitor assigned and open tickets, collaborating with others in IT when necessary, and ensuring tickets are updated on a timely basis and resolved within established SLAs
• Perform hands on support as needed to ensure SLAs are met across a wide variety of technology including, but not limited to Windows OS, Microsoft Office, Clinical Systems (EMR, PACS), Virtual Desktops, Peripherals (printers, scanners, etc.), mobile devices and other related technologies
• Maintain and continuously build the knowledge base platform
• Assist with escalating tickets between the support team and infrastructure or applications groups
• Collaborate with external vendors on escalation of support issues as required until resolution

Requirements

• Associate's degree in information technology or related field and at least five years of related experience with two in a supervisory capacity, or equivalent combination of education and work experience
• Certifications and ServiceNow experience are not required but are a plus
• Superior listening as well as written and oral communication skills
• Ability to plan and organize one’s own work and the work of others
• Willingness to roll up your sleeves and be as hands on as necessary to get the job done in a collaborative, high energy environment

Nice-to-haves

• Certifications and ServiceNow experience

Benefits

• $100k to $120k/annually