Manager, IT Service Delivery

Vail Health has become the world’s most advanced mountain healthcare system. Vail Health consists of an updated 520,000-square-foot, 56-bed hospital. This state-of-the-art facility provides exceptional care to all of our patients, with the most beautiful views in the area, located centrally in Vail. Learn more about Vail Health here.

About the opportunity:

This position is responsible for utilizing IT Service Delivery platforms to enhance quality, speed and reliability of IT Service Desk. This includes the responsibility of managing all procedures related to the identification, prioritizing, and resolution of end user service requests and incidents, including the monitoring, tracking, reporting, analysis and coordination of essential functions.

What you will do:

• Directly manage the day to day activities of IT service management, incident, problem management team including the help desk and technical delivery teams.
• Lead and own the mission, vision, values & outcomes of IT service delivery partnering with leaders, internal subject matter experts on service management.
• Formulate, publish & enforce IT service delivery policies to meet business objectives.
• Define, maintain and report on service level agreement (SLA) compliance and service metrics.
• Focuses on aligning IT services with the needs of end users.
• Coordinates and assigns build and maintenance the and the knowledge base.
• Track and analyze trends in service desk requests and incidents, working with appropriate departments to bring about problem resolution and root cause analysis.
• Develop various reports to support continuous improvement ideas and decisions.
• Identify, recommend, develop and implement training programs to increase effectiveness of IT support groups.
• Assist in project design and scope of work creation for adoption for Service Desk.
• Role models the principals of a Just Culture and VH Vaules.
• Perform other duties as assigned. Must be HIPAA compliant.
  
  
  

This description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills and efforts or work conditions associated with the job. It is intended to be an accurate reflection of the general nature and level of the job.

What you will need:

Experience:

• 5 years of experience in service desk management, technical support and escalation management required
• Healthcare experience preferred
• Strong background in ITIL and Change Management process required
• Previous Managerial Experience preferred
  
  
  

License(s):

• N/A
  
  
  

Certification(s):

• Information Technology Infrastructure Library (ITIL) Certification preferred
  
  
  

Computer / Typing:

• Basic understanding or ability to obtain basic understanding of enterprise technology and ability to support these tools even outside of expertise; including but not limited to Windows, Operating Systems, Basic computer hardware skills.
• Must possess, or be able to obtain within 90 days, the computers skills necessary to complete online learning requirements for job-specific competencies, access online forms and policies, complete online benefits enrollment, etc.
  
  
  

Must have working knowledge of the English language, including reading, writing, and speaking English.

Education:

• Bachelor’s Degree required
  
  
  

Benefits at Vail Health (Full and Part Time) Include:

• Competitive Wages & Family Benefits:
• Competitive wages
• Parental leave (4 weeks paid)
• Housing programs
• Childcare reimbursement
• Comprehensive Health Benefits:
• Medical
• Dental
• Vision
• Educational Programs:
• Tuition Assistance
• Existing Student Loan Repayment
• Specialty Certification Reimbursement
• Annual Supplemental Educational Funds
• Paid Time Off:
• Up to five weeks in your first year of employment and continues to grow each year.
• Retirement & Supplemental Insurance:
• 403(b) Retirement plan with immediate matching
• Life insurance
• Short and long-term disability
• Recreation Benefits, Wellness & More:
• Up to $1,000 annual wellbeing reimbursement
• Recreation discounts
• Pet insurance
  

Pay is based upon relevant education and experience per hour.

Hourly Pay:: $88,859.68 USD - $126,942.40 USD