Overview:
Leads IT support services, end-user support, field support, device support and fulfillment, IT service management, ServiceNow platform support, and service delivery operations across VNS Health. Oversees the performance, quality, and continuous improvement of support services delivered through internal teams and managed support service partners.Serves as a strategic and operational leader for the support experience, ensuring employees, clinicians, field staff, executives, regional offices, and business teams receive reliable, responsive, and consistent technology support. Partners with IT teams, vendors, and business stakeholders to strengthen support processes, escalation paths, device and asset lifecycle activities, and the end-user experience.Identifies opportunities to responsibly use automation and AI-enabled capabilities to improve support operations, ticket routing, knowledge management, training, quality assurance, service reporting, and user experience.Leads and develops support services managers and teams responsible for delivering reliable, consistent, and user-focused technology support across the organization. Accountable for building a capable, service-focused team, strengthening operational discipline, improving documentation and knowledge sharing, and maturing after-hours support, vendor coordination, and service performance.
Responsibilities:
What We Provide
- Referral bonus opportunities
- Generous paid time off (PTO), starting at 30 days of paid time off and 9 company holidays
- Health insurance plan for you and your loved ones, Medical, Dental, Vision, Life and Disability
- Employer-matched retirement saving funds
- Personal and financial wellness programs
- Pre-tax flexible spending accounts (FSAs) for healthcare and dependent care
- Generous tuition reimbursement for qualifying degrees
- Opportunities for professional growth and career advancement
- Internal mobility, generous tuition reimbursement, CEU credits, and advancement opportunities
What You Will Do:
- Contributes to roadmap and capability planning for IT support services, device support, field support, IT service management, and support operations.
- Provides leadership and direction for support operations, ensuring services are delivered through well-defined processes, clear ownership, effective governance, and measurable performance.
- Partners with technology and business leadership to identify current and future support needs for corporate users, clinicians, field staff, executives, regional offices, and business teams.
- Supports modernization and continuous improvement efforts across support operations, devices, ServiceNow workflows, knowledge bases, asset lifecycle processes, and support reporting.
- Oversees managed support services, field support, site support, executive support, and workplace support activities across VNS Health locations and user populations.
- Ensures day-to-day support services align with VNS Health expectations for service quality, responsiveness, escalation handling, documentation, and user experience.
- Monitors service performance, ticket handling, escalation effectiveness, training needs, recurring issues, and opportunities for service improvement.
- Ensures clear operational handoffs with support partners, internal teams, vendors, and escalation groups, while providing input on vendor performance, renewal planning, service improvements, and broader vendor strategy.
- Oversees support for regional offices, enterprise sites, field operations, office moves, return-to-office activities, executive support, AV/conferencing, print, file, and depot-based support needs.
- Establishes and manages escalation, after-hours, and on-call support models, using incident patterns and support activity to identify root causes, process gaps, training needs, and continuous improvement opportunities.
- Oversees device support and systems administration functions responsible for L3 technical support, device fleet support, device fulfillment, new hire equipment setups, termination support, and device recovery.
- Ensures device support processes are reliable, documented, repeatable, and aligned with standards for security, asset management, compliance, and user experience.
- Oversees support for device provisioning, device assignment, equipment shipments, device returns, device wipe/recovery, and coordination with regional support teams and depots.
- Partners with Engineering to align support readiness with device standards, configurations, deployment, patching, security controls, and virtual desktop support, while ensuring device and asset management processes remain accurate, controlled, and aligned with ServiceNow and inventory expectations.
- Oversees ITSM practices, ServiceNow support, service catalog, reporting, knowledge management, training, quality assurance, and operational performance, ensuring workflows and support processes enable clear ownership, accurate routing, measurable outcomes, and consistent service delivery.
- Supports training, quality assurance, and knowledge management practices to support onboarding, coaching, ticket quality, escalation quality, documentation completeness, and support readiness.
- Uses service metrics, ticket trends, SLA/KPI reporting, user feedback, and recurring incidents to identify operational risks, knowledge gaps, process issues, and improvement opportunities.
- Drives continuous improvement across support services by strengthening documentation, runbooks, handoffs, asset controls, ticket routing, service ownership, automation, and operational maturity.
- Evaluates AI-enabled and automation capabilities, identifies practical use cases, leads pilots, and promotes responsible adoption to improve support operations, ticket routing, knowledge management, quality assurance, reporting, self-service, and the end-user experience.
- Manages operational relationships with support vendors and service delivery partners, including escalations, quality improvement, issue resolution, performance input, renewal planning, cost considerations, and service improvement opportunities.
- Leads, coaches, and develops managers and team members responsible for support services, device support, systems administration, field support, ITSM, ServiceNow support, training, quality assurance, knowledge management, and service performance.
- Assigns priorities, monitors progress, manages risks, and ensures quality and consistency of support services deliverables.
- Builds leadership and team capability through coaching, mentoring, knowledge sharing, documentation, cross-training, and performance feedback.
- Supports workforce planning, skills development, coverage planning, and succession planning while promoting accountability, collaboration, operational discipline, service ownership, and user-focused support across the support organization.
- Participates in special projects and performs other duties as assigned.
Qualifications:
Education:
Bachelor's degree in information technology, Computer Science, Information Systems, Business Administration, Healthcare Administration, or a related field required
Master's degree in information technology, Information Systems, Business Administration, Healthcare Administration, or a related field preferred
Work Experience:
- Minimum seven years of experience in IT support services, service desk operations, infrastructure support, or enterprise technology service delivery required
- Minimum four years of management and people leadership experience required
- Experience building, developing, and leading high-performing support or technical teams, including coaching, mentoring, performance management, skill development, and creating a culture of accountability, collaboration, service ownership, and continuous improvement required
- Experience leading support services in a multi-site or distributed environment, including service desk operations, device support, field support, executive support, device fulfillment, asset lifecycle support, and escalation management required
- Experience managing outsourced or vendor-supported service desk operations, including service performance, ticket quality, escalation effectiveness, vendor coordination, and service improvement required
- Experience managing after-hours support, escalation processes, and on-call support rotations aligned to business needs required
- Experience with ITSM practices and ServiceNow or similar ITSM platforms, including incident management, request management, knowledge management, service catalog, reporting, dashboards, and workflow improvement required
- Experience overseeing device support and device lifecycle operations, including device provisioning, device assignment, new hire setup, termination support, device recovery, inventory control, and depot processes required
- Experience developing and maintaining support documentation, knowledge articles, training materials, operational runbooks, escalation procedures, support models, and service ownership practices required
- Experience establishing or managing training and quality assurance programs for help desk, technical support, or field support teams required
- Experience with change management processes, including change review, risk assessment, implementation planning, communication, and post-change validation required
- Experience leading and supporting technology or operational improvement projects, including planning, coordination, execution, stakeholder communication, dependency management, and delivery tracking required
- Strong leadership, operational management, problem-solving, communication, documentation, vendor coordination, stakeholder management, planning, and service improvement skills required
- Experience with Microsoft technologies, including Active Directory, Microsoft Entra ID, Microsoft 365, Intune, Autopilot, Exchange Online, Teams, SharePoint, OneDrive, and related services preferred
- Experience in healthcare, clinical support environments, field workforce environments, or highly distributed enterprise environments preferred
Pay Range:
USD $137,800.00 - USD $183,800.00 /Yr.