1. Directly manage the day to day activities of IT service management, incident, problem management team including the help desk and technical delivery teams.
2. Lead and own the mission, vision, values & outcomes of IT service delivery partnering with leaders, internal subject matter experts on service management.
3. Formulate, publish & enforce IT service delivery policies to meet business objectives.
4. Define, maintain and report on service level agreement (SLA) compliance and service metrics.
5. Focuses on aligning IT services with the needs of end users.
6. Coordinates and assigns build and maintenance the and the knowledge base.
7. Track and analyze trends in service desk requests and incidents, working with appropriate departments to bring about problem resolution and root cause analysis.
8. Develop various reports to support continuous improvement ideas and decisions.
9. Identify, recommend, develop and implement training programs to increase effectiveness of IT support groups.
10. Assist in project design and scope of work creation for adoption for Service Desk.
11. Role models the principals of a Just Culture and VH Vaules.
12. Perform other duties as assigned. Must be HIPAA compliant.

• 5 years of experience in service desk management, technical support and escalation management required
• Healthcare experience preferred
• Strong background in ITIL and Change Management process required
• Previous Managerial Experience preferred

• N/A

• Information Technology Infrastructure Library (ITIL) Certification preferred

• Basic understanding or ability to obtain basic understanding of enterprise technology and ability to support these tools even outside of expertise; including but not limited to Windows, Operating Systems, Basic computer hardware skills. 
• Must possess, or be able to obtain within 90 days, the computers skills necessary to complete online learning requirements for job-specific competencies, access online forms and policies, complete online benefits enrollment, etc.

• Bachelor?s Degree required

Benefits at Vail Health (Full and Part Time) Include:

• Competitive Wages & Family Benefits:
  • Competitive wages
  • Parental leave (4 weeks paid)
  • Housing programs
  • Childcare reimbursement 
• Comprehensive Health Benefits: 
  • Medical
  • Dental 
  • Vision
• Educational Programs: 
  • Tuition Assistance 
  • Existing Student Loan Repayment
  • Specialty Certification Reimbursement
  • Annual Supplemental Educational Funds
• Paid Time Off:
  • Up to five weeks in your first year of employment and continues to grow each year.
• Retirement & Supplemental Insurance:
  • 403(b) Retirement plan with immediate matching 
  • Life insurance
  • Short and long-term disability
• Recreation Benefits, Wellness & More:
  • Up to $1,000 annual wellbeing reimbursement
  • Recreation discounts
  • Pet insurance

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About Vail Health

Vail Health, formerly Vail Valley Medical Center, is a nonprofit community health care system serving patients and guests from around the world. Locally operated and governed by a volunteer board of directors, Vail Health includes a 56-bed hospital, accredited by the Joint Commission. Our 24/7 emergency department in Vail is a Level III Trauma Center with a nearby helipad for necessary medical transports. Vail Health provides a wide array of services and access points including Beaver Creek Medical Center, urgent care clinics in Avon and Gypsum, our Edwards medical campus, Eagle Healthcare Center and a multispecialty clinic in Frisco. Howard Head Sports Medicine offers physical therapy services at 10 locations and works closely with our internationally renowned orthopaedic partners at The Steadman Clinic and Vail-Summit Orthopaedics. In addition, Vail Health's Shaw Cancer Center and Sonnenalp Breast Center are the region’s only fully accredited cancer treatment center and comprehensive breast center. The Vail Clinic, which was founded in 1965, officially became “Vail Valley Medical Center” in 1980, its first year as a full-service hospital. At that time, we had one primary locatio...n and 25 physicians. Today, Vail Health has locations in nine towns, nearly 1,000 employees, 260 physician partners and 85 volunteers. Vail Health is an equal-opportunity employer. The hospital is handicap accessible and adheres to the Americans with Disabilities Act. Smoking is prohibited in our facilities. This includes e-cigarettes.

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Connections working at Vail Health