Information Services Support Manager in Indianapolis, IN at Eskenazi Health

Date Posted: 4/30/2021

Job Snapshot

Job Description

Organization: HHC

Division:Eskenazi Health  

Sub-Division: Hospital  

Req ID:  9031 

Schedule: Full Time 

Shift: Days 

Eskenazi Health serves as the public hospital division of the Health & Hospital Corporation of Marion County. Physicians provide a comprehensive range of primary and specialty care services at the 327-bed hospital and outpatient facilities both on and off of the Eskenazi Health downtown campus as well as at 10 Eskenazi Health Center sites located throughout Indianapolis.

FLSA Status


Job Role Summary

The Information Services Support Manager is responsible for the delivery and continual improvement of all first contact (Tier 1) customer support services pertaining to Information Services. In addition to service desk management, this position will provide team leadership for Desktop Information Services staff, tasked with maintaining the desktop and end-user device environment for Eskenazi Health.The work scope of the Service Desk and Desktop support mission extends across all Eskenazi Health information services and systems utilized by customers, staff, associates, and partners. In addition to providing the following roles:
  • Serves as first contact issue reporting and support
  • Serves as the primary coordinating point for communications between customers/users and Information Services regarding support issues
  • Serves as primary provider of desktop device support/deployment and repair
  • To a lesser extent desktop device support may include integration and customer support activities as required by the other Eskenazi Health Information Services teams primarily charged with those functions
Within this scope the Information Services Support Manager ensures that:
  • All Tier 1 support services are delivered in a consistent fashion and follow defined Health System processes
  • Support issues are appropriately prioritized using defined Health System algorithms
  • Every effort is made to minimize the impact of service interruptions and degradations
  • Issues not resolvable at Tier 1 are quickly escalated to the correct team point with sufficient information to enable resolution
  • Customers are provided with accurate, up-to-date information regarding support issues, regardless of the team handling the issue
  • Service Desk resolution times and rates continually improve
  • All Service Desk support encounters are documented within the Service Management platform
  • The desktop and end-point computing environment is maintained at the highest possible levels of reliability, performance, and usability
  • Service access is not impeded as a result of end-user device issues
  • Maintenance performed on in-scope infrastructure is increasingly well-defined in advance and carried out as part of a regular maintenance schedule rather than in a 'just in time' fashion
  • Desktop and End-Point Computing team effort is consistently guided by defined service levels established by Eskenazi Health operational leadership and service owners
  • Accurate data regarding Desktop and End-Point Computing team effort allocations and project/task productivity are available at all times
  • The Desktop and End-Point Computing team works on a planned and regular basis to continually improve its own productivity and work quality
The Information Services Support Manager performs these functions guided by recognized, process-based, best practices for information technology service management and is charged with driving these methodologies into all operations, administration and management of and in cultural alignment with the programs and divisions of Eskenazi Health.

Essential Functions and Responsibilities

  • Manages Service Desk and Desktop Support staff, schedules, and tools
  • Recruits, interviews, hires, and trains/mentors new team members
  • Organizes the Service Desk and Desktop staff to ensure effective response to critical issues on a 24/7 schedule
  • Identifies team skill needs and gaps
  • Creates and carries out team/staff development plans
  • Regularly reviews phone and incident logs to ensure real-time awareness of Service Desk and Desktop staff performance and productivity
  • Facilitates team continual improvement activities to continually improve resolution rates, times, and customer satisfaction
  • Resolves customers satisfaction issues relating to Service Desk and Desktop performance
  • Administers team payroll
  • Carries out team performance reviews
  • Coordinates support-related communications with other Information Services teams in order to provide a 'single point of contact' (inbound and outbound) between customers/users and the Information Services organization around day-to-day needs
  • Ensures the ready availability of Service Desk and Desktop device support performance data for review by customers, stakeholders, and leadership
  • Works collaboratively with other Operations and Information Services leaders to strengthen the overall performance of Eskenazi Health information services and to build service management capabilities

Job Requirements

  • Bachelor's degree in a related engineering field, or the equivalent in other experience and/or certification
  • Intermediate ITIL/ITSM certification
  • Three years of experience in a healthcare organization applying service management principles
  • Progressive management experience

Accredited by The Joint Commission and named one of the nation’s 150 best places to work by Becker’s Hospital Review for four consecutive years and Forbes list of best places to work for women, and Forbes list of America’s best midsize employers’ Eskenazi Health’s programs have received national recognition while also offering new health care opportunities to the local community. As the sponsoring hospital for Indianapolis Emergency Medical Services, the city’s primary EMS provider, Eskenazi Health is also home to the first adult Level I trauma center in Indiana, the only verified adult burn center in Indiana, the first community mental health center in Indiana and the Eskenazi Health Center Primary Care – Center of Excellence in Women’s Health, just to name a few.