Catholic Health System
Manager End User & Site Support
Catholic Health System, Buffalo, New York, United States, 14266
Overview
Salary:
93,385.50-140,068.50 USD
Facility:
Administrative Regional Training Cntr
Shift:
Shift 1
Status:
Full Time
FTE:
1.000000
Bargaining Unit:
ACE Associates
Exempt from Overtime:
Exempt: Yes
Work Schedule:
Days with Call Weekend and Holiday Rotation
Hours:
8a-4p
Summary The Manager, End User and Site Support is responsible for leading the delivery of high-quality IT support services across end-user devices, applications, and on-site technology infrastructure. This role ensures that employees have reliable, secure, and efficient access to the technology tools they need to perform their work effectively.
The manager oversees a team of support analysts and technicians, driving service excellence through proactive issue resolution, strong customer engagement, and effective use of IT service management practices. The manager acts as the primary escalation point for complex technical issues, coordinates with other IT teams to resolve incidents, and leads efforts to improve user experience. The incumbent will also be responsible for process documentation, asset management and scheduling/coverage.
Responsibilities
EDUCATION
Education
Bachelor's degree in Computer Science, Business, or related field required
5 years end user site support management experience in lieu of Bachelor's degree
Experience
Five (5) or more years of experience supervisory or lead capacity
Four (4) years of experience in technical support/customer service
Experience in a healthcare setting is strongly desired
Knowledge, Skills and Ability
Knowledge of PCs and related server software
Strong verbal and written communication skills
Strong Leadership skills
Strong Project Management Skills
Ability to drive improvement performance of a team
#J-18808-Ljbffr
93,385.50-140,068.50 USD
Facility:
Administrative Regional Training Cntr
Shift:
Shift 1
Status:
Full Time
FTE:
1.000000
Bargaining Unit:
ACE Associates
Exempt from Overtime:
Exempt: Yes
Work Schedule:
Days with Call Weekend and Holiday Rotation
Hours:
8a-4p
Summary The Manager, End User and Site Support is responsible for leading the delivery of high-quality IT support services across end-user devices, applications, and on-site technology infrastructure. This role ensures that employees have reliable, secure, and efficient access to the technology tools they need to perform their work effectively.
The manager oversees a team of support analysts and technicians, driving service excellence through proactive issue resolution, strong customer engagement, and effective use of IT service management practices. The manager acts as the primary escalation point for complex technical issues, coordinates with other IT teams to resolve incidents, and leads efforts to improve user experience. The incumbent will also be responsible for process documentation, asset management and scheduling/coverage.
Responsibilities
EDUCATION
Education
Bachelor's degree in Computer Science, Business, or related field required
5 years end user site support management experience in lieu of Bachelor's degree
Experience
Five (5) or more years of experience supervisory or lead capacity
Four (4) years of experience in technical support/customer service
Experience in a healthcare setting is strongly desired
Knowledge, Skills and Ability
Knowledge of PCs and related server software
Strong verbal and written communication skills
Strong Leadership skills
Strong Project Management Skills
Ability to drive improvement performance of a team
#J-18808-Ljbffr