Manager, End User Support - remote opportunity

Description/Responsibilities:

In this role you will manage a team of IT End User Support Reps providing varying levels of end user support to a variety of internal customers. You will be focused on optimization of people and process to meet internal goals and customer objectives. 

Our Manager of End User Support is responsible for ensuring appropriate technology support and equipment for all Tivity Health colleagues.  You will lead all aspects of end user support, ensuring high quality service to the entire organization. You will provide effective management of all end user support issues through proper support ticketing, manage end user hardware and software and inventory management; oversee the delivery of seamless audio visual conferencing services; develop, oversee and direct the end user support staff and manage software and hardware issue resolution and escalation to other technical professionals.

Responsibilities:

1. Manage the activities and team members associated with providing end user technical services to internal customers by identifying, prioritizing, and confirming resolution of reported problems with desktop, laptop, and networked systems.
2. Ensure all aspects desktop support, including installations, upgrades, software, hardware, operating systems, and operating system configuration issues, are properly coordinated, monitored, tracked, and resolved.
3. Oversee maintenance of database for data integrity and security for desktop systems.
4. Manage training programs designed to educate our computer users about basic computer use and specialized applications.
5. Ensure customer service is delivered timely and accurately based on measurable SLAs. Contribute to improving customer support by actively responding to queries and handling complaints.
6. Establish best practices through the entire end user support processes.
7. Provide customer feedback to the appropriate internal teams and coordinate and escalate to network engineers as needed.
8. Install new/replacement computers, peripherals, and phones in accordance with the Infrastructure Services Strategic Plan.
9. Install and update computer software on end user computers.
10. Respond to requests in a timely manner.
11. Support colleagues in the use of Tivity Health-owned hardware and software.
12. Troubleshoot problems that occur on desktop and laptop computers, both software- and hardware-related.
13. Work closely with the System & Network Administrators, and Systems & Multi-Media Manager on all projects.

• Bachelor’s degree in information technology or related discipline preferred.
• 3+ years of experience within a service help desk environment
• Ability to communicate technical concepts and ideas to individuals.
• Ability to manage time, communicate clearly and concisely, and document and maintain the organization of work.
• Ability to maintain a customer focus in providing technological services to colleagues
• Possesses positive and professional outlook, personal integrity, problem solving ability, and ability to handle stress.
• Knowledge of Tivity Health's operations, needs and goals.
• Proficient in current Windows operating systems.
• Working knowledge of Microsoft Office Suite, client email programs, web browsers, etc.
• Ability and willingness to stay current with new technology.
• Self-motivated learner.

The salary range for this opportunity is $70,300 to $96,000 per year. Compensation depends on several factors: qualifications, skills, competencies, and experience.

Tivity Health offers a robust benefits package, which includes a competitive salary, company bonus potential, medical, dental, vision, 401k with match, generous paid time off, free gym membership to over 11,000 fitness locations in the US, and other great benefits.

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About Tivity Health® Inc.

Tivity Health® Inc. is a leading provider of healthy life-changing solutions, including SilverSneakers®, Burnalong®, Prime® Fitness and WholeHealth Living®. We help adults improve their health and support them on life's journey by providing access to in-person and virtual physical activity, social, and mental enrichment, condition-specific programming, as well as a full suite of physical medicine and integrative health services. We continue to enhance the way we direct members along their journey to better health by delivering an insights-driven, personalized, interactive experience. Our suite of services support health plans, employers, hospital systems and others nationwide as they seek to reduce costs and create healthier communities. At Tivity Health, we deliver the resources needed to live healthier, happier, more connected lives. Learn more at www.tivityhealth.com.

Tivity Health is an equal employment opportunity employer and is committed to a proactive program of diversity development.  Tivity Health will continue to recruit, hire, train, and promote into all job levels without regard to race, religion, gender, marital status, familial status, national origin, age, mental or physical disability, sexual orientation, gender identity, source of income, or veteran status.