Manager - End User Support

• Accountable for the overall quality of Service Desk and Desktop support operations, this includes the support of Signify Health employees and contracted Providers
• Track and report Service Desk and Desktop team metrics
• Own ticket 'hygiene' for Service Desk and Desktop teams including but not limited to trending, quality audits and identify remediation plans
• Escalation management
• Hiring, training and managing service desk and desktop team personnel
• Assists director in goal creation for team and individuals
• Operationalize the strategic vision for the support team service delivery
• Identify improvement areas internally as well as work closely with all internal stakeholders to prepare solution
• Create a variety of reporting solutions such as operational reports, scorecards, or dashboards to visualize business unit performance and trends
• Establish strong rapport with interdepartmental peers and team personnel
• Manage time effectively while setting the tone of the team through modeling and leadership

• Bachelor’s degree or equivalent combination of education and experience
• 5+ years of experience in an IT support role with both internal and external customers
• 2+ years of prior experience managing supervisors and a team of 10 people or more
• Demonstrated experience with Microsoft Excel, MS Power BI or similar, Windows 10/11, IOS, MAC OS, Google Suite, iPads, Dell Laptops, MacBooks
• ITIL Certification strongly preferred
• Excellent verbal and written communication skills (English)
• Ability to define work processes and lead team members in successful implementation and ongoing execution
• Availability to work outside normal business hours if needed
• Able to effectively manage multiple deliverables and priorities to meet deadlines
• Strong understanding of compute, Atlassian software stack, Agile methodologies, principles and practices as well as emerging trends

ITIL Certification strongly preferred

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching
• Benefit solutions including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access