Sr. Manager, IT Support Services

Description

About the role

The Sr. Manager, IT Support Services is responsible for ensuring the effective delivery of IT services to internal and external clients. This position manages the Service Desk and Clinical Technology Support teams providing technology services. This role will drive the transformation of MyEyeDr.'s support services by integrating Artificial Intelligence and enhancing observability tools to boost the effectiveness of the support teams. Additionally, the role emphasizes identifying automation opportunities to ensure consistent delivery.

In this position, you will manage day-to-day technology support, including escalations. You will use your knowledge of ITSM processes in both legacy and modern Cloud environments, as well as expertise in leading ITSM tools such as ServiceNow or Remedy Helix.

The hiring range for this position is $153,300 to $178,100 annually, exclusive of benefits or bonuses (discretionary and non-discretionary), based on experience and proximity to the Vienna Home Office.

You Will

• Ensure the delivery of IT services meets agreed-upon standards, quality, and operability, as defined in Service Level Agreements (SLAs).
• Manage the Service Desk and Clinical Technology Support Services team.
• Manage daily operations of Incident and Service Request Management, Problem Management, and Asset Management functions, while actively participating in Change and Release Management in both legacy and cloud environments.
• Provide leadership and guidance to foster skill development and career growth.
• Acting as a key partner and maintaining strong relationships with internal teams, customers, and vendors.
• Manages the procurement of clinical equipment, budget tracking, and collaboration with key stakeholders to ensure efficient service delivery.
• Lead key Managed Service Providers (MSPs) to ensure effective service delivery.
• Coordinate organization-wide communications during major incidents and outages.
• Ensure customer satisfaction by monitoring service desk and clinical support performance. Utilize system analytics to optimize resource utilization and enhance service delivery.
• Develop strategies for transformation and continuous improvement.
• Promote the adoption of automation for routine tasks and processes.

About You

• 8+ Years managing service desk and support teams utilizing Modern Cloud and Legacy environments
• 4+ Years of experience leading a team.
• Strong hands-on execution and experience across a multitude of technologies and stakeholder groups
• Exceptional attention to detail
• Demonstrated experience in bringing structure into unstructured environments
• Good working knowledge either through experience or formal training in multiple layers of the technology stack
• Proven ability to professionally communicate clearly and effectively both verbally and in writing to technical and non-technical audiences
• Working knowledge of business and financial principles
• Can-do attitude, find creative solutions where necessary, and follow-through
• Ability to work in a deadline-driven environment
• Experience with PCI DSS and HIPAA/HITECH a plus

Grow with Us

• Career Development and Training Opportunities
• Participate in a comprehensive benefits package including medical and dental coverage, tax-free savings plans, life insurance and more
• Participate in our Vision coverage and associate discounts on our products
• Participate in our 401(k) with competitive company match
• Accrue PTO and paid holidays from day one

Introduction | MyEyeDr.

How do you see yourself today? Are you looking for that unique opportunity where you can make a difference in the lives of the patients we serve? MyEyeDr. is a high-growth, premier healthcare company: a total vision care concept with a unique retail experience. Our trusted community doctors and knowledgeable teams are all focused on helping our patients live their best lives by delivering an exceptional, personalized experience to each of our patients in every interaction. Our business model is unlike others in the industry: we make healthcare accessible by welcoming all insurance and providing a great selection of stylish eyewear that meets the diverse needs of our patients.

This role provides a chance for you to build your professional career with an organization that is purposeful and whose values drive actions. You would have the opportunity to prioritize the care of our associates and our patients, to connect the knowledge of our talented teams to our patients' needs, and to work in a fun, inclusive environment as part of a collaborative team. We are in search of that unique individual who is inspired by a career focused on helping others and providing quality care while continuously growing professionally and improving MyEyeDr. in meaningful ways. If this is you, we encourage you to apply so you can get your journey started with MyEyeDr. where you can help people see, look, and be their very best.

MyEyeDr. is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, religion, sex/gender (including pregnancy), sexual orientation, gender identity or gender expression, age, physical or mental disability, military or protected veteran status, citizenship, familial or marital status, genetics, or any other legally protected category. MyEyeDr. will not tolerate discrimination or harassment based on any of these characteristics.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.