Manager, End User Services

Agency:

Our culture and people are what set us apart from other post-acute care providers. We’re dedicated to the growth and development of our team to set them up for success. We CARE for our patients like they are our own FAMILY.

Note: The Centers for Medicare & Medicaid Services (CMS), in collaboration with the Centers for Disease Control and Prevention (CDC), require COVID-19 vaccinations for all Medicare and Medicaid certified providers. Based on this regulation, all of our employees must be fully vaccinated or have a valid exemption.

HOW YOU'LL MAKE A DIFFERENCE:
At Alternate Solutions Health Network, we care for patients where they spend the majority of their time – in their homes. Today we care for patients who need skilled home care and hospice services. You won’t find our brand in many places because we partner with health systems, jointly running home health and hospice agencies that use their brand. This is part of our strategy. By being part of the health system team, we can ensure each patient has a well-coordinated care plan that remains consistent whether the patient is seeing their primary care physician, receiving treatment in a hospital, or under our care in the home.

The Manager, End User Service is a member of the IT Infrastructure team accountable for direct supervision of the Service Desk and End User Services team and related operations/projects. In this role you will manage a team of up to ten individuals and be responsible for their coaching and development. You will ensure that service and support is provided to our customers at agreed upon levels and expected quality. You will have the opportunity to make a large impact to the organization by introducing, or improving upon existing, technology solutions.

QUALIFICATIONS & ATTRIBUTES:

• Demonstrates and promotes ASHN Core Values

• 3 years implementing and administration of a request and incident tracking system

• 3 years identify, reporting and managing Key Performance Indicators (KPI’s) and Service Level Agreements (SLA’s)

• 5 years managing a team of five or more technical Service Desk individuals in a high growth distributed environment

• 5 years successfully leading a service/help desk work queue

• 5 years managing end-user hardware ordering and troubleshooting (desktops, laptops, printers, phones, etc.)

• 5 years supporting end-user operating system and applications deployments (Windows, Office, etc.)

• 5 years troubleshooting end-user networking issues (wired, wireless, VPN, etc.)

• General knowledge of servers, network infrastructure and cloud solutions

• Demonstrated ability to solve complex technical problems

• Demonstrated ability to define and document standard operating procedures

• Proficiency in at least one scripting/programming language (PowerShell, Batch, Python, etc.)

• Current and/or past Information Technology industry certifications (Microsoft, ServiceNow, Cisco, CompTIA, ITIL, etc.)

• High attention to detail with the ability to manage and prioritize competing responsibilities

• Excellent oral and written communication skills

• Strong analytical skills, change management and project management skills Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint, Visio, OneNote)

• Strong ability to learn and champion new systems and processes

• This position requires a bachelor’s degree in Computer Sciences or equivalent relevant work experiences

• Self-motived and able to deliver results with minimal supervision

We’ll help you put your passion for patient care to work. Apply today!

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

We are an Equal Opportunity Employer.