Manager, IT Solution Center

The Manager, IT Solution Center leads and manages the Solution Center team to deliver exceptional technical support, ensuring efficiency, customer satisfaction, and continuous improvement.

Requirements

• Manage daily solution center operations.
• Supervise and lead the service desk team including hiring, training, coaching, and performance evaluations.
• Set team goals, monitor progress, and create a collaborative work environment.
• Maintain Service Desk team schedules including after-hours support and on-call rotation.
• Develop policies and procedures to ensure consistent end-user support and quality of service delivery.
• Manage the ticketing system (ServiceNow) for efficient support request handling.
• Create and implement onboarding and offboarding procedures.
• Implementing processes that promote continuous improvement within the team.
• Maintain comprehensive documentation related to support processes, system configurations, and troubleshooting guides.
• Ensure effective communication with end-users regarding their requests.
• Act as an escalation point to promptly address incidents and requests.
• Generate and analyze performance metrics to identify areas for improvement.
• Manage relationships with vendors and other third parties.
• Communicate regularly with key stakeholders from various business units.
• Collaborate regularly with department management and other IT teams, as well as other departments across the organization.
• Ensure KPIs are met, monitor trending against baseline for goal attainment.
• Deliver monthly and quarterly performance reports to leadership team and provide recommendations.
• Work with colleagues across the department to develop and maintain an infrastructure that optimizes service delivery through practiced strategies and uniform procedures.
• Train and influence the team to provide confident, effective recommendations through an efficient use of resources and continuous knowledge upgrades.
• Monitor Problems and Changes to understand issues related to Problems and/or Changes made.
• Work with the Service Management team to report on trends related to Problems and Changes.
• Champion the Concentra’s vision, culture and values.

Benefits

• Excellent communication and interpersonal skills as well as a strong customer service delivery.
• Proven track record of team development and process improvement.
• Demonstrated strategic, organization, creative and analytical skills.
• Established ability to examine procedures, design new strategies, develop sound protocols and successfully implement new systems.
• Excellent conflict management skills, able to defuse difficult situations.
• Demonstrated experience with using the ServiceNow platform to manage, analyze, and improve Service Desk operations.
• In-depth knowledge/understanding of IT service delivery best practices.
• Strong analytical skills along with proficiency in Microsoft Excel.
• Ability to identify knowledge/resource gaps and apply industry trends to create development opportunities, training staff on emergent industry trends and ensuring quality baseline of department knowledge.
• Excellent project planning and management skills and demonstrated ability to manage multiple workstreams simultaneously.
• Verified experience building and managing teams and providing consistent feedback to achieve results in line with strategic goals.
• Experience developing materials to ensure consistency of service delivery and build staff confidence.