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Service Management Lead

Company: Benefis Health System
Location: Great Falls
Posted on: January 12, 2022

Job Description:

This is your opportunity to join one of Montana's most modern and progressive health systems. One of the "150 Top Places to Work in Healthcare" 6 years in a row. We also were recognized as one of "America's Best Midsize Employers" by Forbes in 2018.
People who work at Benefis are part of a community. You'll have the support of your organization, - excellent compensation, as well as great benefits -- and the advantage of working at the highest level of your field.

Description: Provides guidance and oversight for ITS service management, including coaching and direction for all Support Engineers, and Service Analysts. -Prepares summary reports of performance metrics showing service status and trends. Ensures that effective and prompt communication is provided to end users and management regarding current system operational status, pending changes, and end user updates during planned and unplanned system outages. Measures service performance against service levels, and assists ITS management in vendor and financial management when needed. Coaches the team to provide quality customer service and to clearly communicate technical information and solutions in a user-friendly, professional manner. Ensures the team is equipped and staffed to provide technical support of software, hardware, network problem resolution to end-users by performing problem diagnosis and guiding users through step-by-step solutions. Ensures that incident and problem management occurs with effective escalation and follow up as needed, and that all ITS resources and vendor support are engaged effectively. -Coordinates the movement of computers and related equipment, working with management to determine least intrusive and optimum change times. Develops project plans and work assignments for team members and ensures that end user device maintenance, upgrades, and implementation are effectively executed, including communication to affected areas. Coaches and guides team to appropriately receive and document user requests and problems, and process each in a timely manner. -Helps set objectives and services levels, and measures team performance against those SLAs. Guides the development of programs and processes to effectively orient users to optimum use of devices and end user tools and applications. The Lead IT Support Engineer actively engages in Change Control, and anticipates potential areas of user concern. Ensures effective communication and awareness of pending changes and timely follow up with end users to ensure quality performance and service. Guides the team to ensure proper configuration of devices, security of devices, and maintenance of device inventory. -Takes a leadership role in incident management, assisting in communication to end user management and end users, as well as diagnosis and root cause analysis. Develops and executes plans for software updates to ensure compatibility and compliance with standards. Develops and provides information and instruction on end user interaction with technology. Completes other assignments based on ability or need and participates in department's improvement activities.

Works to ensure all requests are documented and processed. Provides oversight and guidance in operation and use of ITS Service Management System for tracking and reporting on requests and reported incidents.
Provides coordination and leadership to Support Engineers and Service Analysts.
Day to day tactical operational decision making for support operations.
Coordinate's customer escalations and or team support escalations.
Executive support, with the support and guidance of the IT Manager, Director, and CIO.
Team performance metrics management and reporting.
Coverage of the Solutions Center phones as needed to maintain normal business hours.
Assistance with IT Major Incident Management, outside business hours as needed.
Coach and lead the on-boarding and professional development of technicians to support growth
Overseas Tier I & II Information Technology support functions for the organization
Regularly review support tickets to identify positive and negative trends in support and implement corrective actions if needed
Travel to all network locations throughout Montana as needed with approval from the Director of Information Technology
Assess the support needs around the network through ticket feedback, surveys, and in-person communication. Develop and recommend cost-effective improvements
Maintains excellent working relationship within the department and with other departments. Represents IT to end users and BHS management in a professional and positive manner.
Develops guidelines and standards for user interaction, according to function (eg. Surgery versus Business Office). Sets the example for compassionate and competent service to customers.
Ensures adequate coverage and recommends coverage adjustments to most effectively support the volume of anticipated calls and submitted tickets. .
Recommends computers for replacement and assists in the annual budgeting for replacement of assets.

Education/Experience Requirements:
Bachelor's Degree in Computer Science / Information Technology or equivalent work experience required.
Evidence of strong written and verbal communications skills is required.
Demonstrated experience in good customer relations and customer service required.
Three years' experience in a health care environment preferred.
Two years of experience as a lead or coordinator preferred.

Keywords: Benefis Health System, Great Falls , Service Management Lead, Executive , Great Falls, Montana

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