IT Service Delivery Manager

This position will oversee all IT customer support success and information technology tasks across all Alliance’s systems and users. This position will be very customer focused on handling all technology issues that may arise with internal Alliance users and partners.

This position will also manage and oversee external vendors for Alliance’s Managed Services support system.

As the IT Service Delivery Manager for day-to-day operations, this is an excellent opportunity for a talented self-starter to grow with Alliance.

Responsibilities

• Be the face of Information Technology, be welcoming with “white glove” service as needed.
• Manage Alliances managed services vendor for support SLA’s, customer service presentation, and deliverables.
• Manage and hire internal Information Technology Team
• Manage all complaints or incidents involving customer support inquiries.
• Orders and maintains Alliance technology solutions as needed.
• Provides analytic reporting to show how the customer support processes are performed.
• Maintain IT budgets and spend.
• Manage Microsoft licensing and spending.
• Perform scheduled Customer Satisfaction Surveys.
• Identify potential areas of improvement within existing platforms.
• Maintain weekly/daily standup meetings for IT coordination.
• Ensure all partner clinics have the technology needed to perform patient care.
• Maintain a high level of user “trust” in IT support and services.
• Manage and oversee Level 1 and 2 IT support tickets.
• Escalate IT tickets to Level 3 and 4 as needed.
• Maintain an IT Knowledge Base for user self-help and reference material.
• Generate regular scheduled reports that outline how the ticket queue is being handled and worked.
• Follow proper Change Control processes with approvals when needed.
• Track and document all issues for compiling a working knowledgebase.
• Perform scheduled audits of systems.
• Assist in defining equipment standardization.
• Perform “white glove” New Hire Orientation (NHO) sessions with incoming new hires for IT processes and how to use systems, etc.
• Educate users on the functions of installed general office applications, operating systems and cloud-based phone systems.
• Ensure Microsoft’s Entra Directory along with Exchange Online, SharePoint, Endpoint Manager, Office 365 and all other Alliance systems are audited regularly.
• Organizes the tracking of hardware and software modifications to the Alliance network.
• Keep current with application updates and industry trends to maximize investment in computerized systems.
• Make recommendations regarding hardware and software to meet identified business needs.
• Evaluates, selects and applies proven techniques, procedures and criteria, in making enhancements and modifications to desktop related hardware and software.
• May participate in specialized projects with other functional groups as required; participate in short and long-term corporate network planning.
• Some work will involve off-hours, weekend and on-call services after normal business hours. Will carry cell phone to facilitate communications both during and after normal business hours.
• Follows corporate IT policies and procedures as defined.
• Performs and assumes other duties and responsibilities as required.
• Willingness to cross train in all areas of support.
• Troubleshooting for external customers.
• Data cleanup when needed within the Alliance platforms.
• Providing training for internal employees on all Alliance platforms when needed.

• Ability to manage people and personalities and provide “white glove” service.
• Ability to travel 25%+ as needed.
• Understanding Windows and Android tablet operating systems.
• Working knowledge of the Microsoft 365 platform
• Understanding of FreshWorks FreshService ITSM a plus.
• Must be well organized and process structured.
• Willingness to “get stuff done” and demonstration of an ownership mentality
• Desire to work at a fast-paced corporate environment
• Superior organization skills and attention to detail
• Network systems administration experience in a corporate environment is a prerequisite.
• Strong experience with PC hardware and software required.
• Analytical skills are necessary to troubleshoot user problems and determine user needs and system requirements.
• Strong interpersonal skills possess a strong customer satisfaction attitude with the ability to train both inexperienced & experienced users in the use of technology in person and over the phone.
• You are a great communicator, both written and oral
• You can juggle multiple assignments without letting details fall through the cracks
• Great problem-solving skills
• Great Customer Service Skills
• You work well both independently and with groups

Requirements

• Maintain HIPAA Security awareness and processes within IT Healthcare.
• Must be willing to travel as needed.
• Must have technology and computer skills and be a self-starter.
• Must be well organized and process structured.
• Detailed oriented person with excellent written and oral communication skills.
• Utilizes good judgment.
• Must demonstrate ability to handle diversity amongst people and environments.
• Must be detail oriented and able to follow-up and follow-through on project actions and tasks.
• Ability to maintain confidentiality of sensitive information.

Job Type: Full-time

Skills: Alliance/Partner Management, Analysis Skills, Android, Auditing, Budgeting, Cellular Telephone, Change Control, Cloud Computing, Communication Skills, Computer Skills, Corporate Planning, Customer Relations, Customer Satisfaction, Customer Support/Service, Data Cleaning, Delivery Management, Desktop Hardware, Detail Oriented, Diversity, Employee Orientation, Follow Through, HIPAA (Health Insurance Portability and Accountability Act), Health Information Technology, IT Service Management (ITSM), Identify Issues, Industry/Trade Analysis, Information Technology & Information Systems, Interpersonal Skills, Knowledge Base, License Management, Market Surveys, Microsoft Exchange Server, Microsoft Product Family, Microsoft SharePoint, Microsoft Windows Operating System, Needs Assessment, Network Administration/Management, Network Systems, On Call, Operating Systems, Organizational Skills, PC Hardware, PC Software, Patient Care, People Management, Plan Meetings, Policy Development, Presentation/Verbal Skills, Problem Solving Skills, Procedure Development, Reporting Skills, Sales Presentation, Service Delivery, Service Level Agreement (SLA), Software Administration, Software Installation, Standards Development, Standup Meetings, Systems Administration/Management, Technical Support, Training/Teaching, Vendor/Supplier Management, Willing to Travel, Writing Skills