8+ years managing service desk and support teams in both cloud and legacy environments
4+ years of team leadership experience
Strong hands-on execution across various technologies
Exceptional attention to detail
Experience structuring unorganized environments
Effective communication skills for technical and non-technical audiences
Working knowledge of business and financial principles
Experience with PCI DSS and HIPAA/HITECH is a plus
Responsibilities
Ensure IT service delivery meets SLAs for quality and operability
Manage the Service Desk and Clinical Technology Support teams
Oversee daily operations of Incident, Service Request, Problem, and Asset Management
Provide leadership for skill development and career growth
Maintain strong relationships with internal teams, customers, and vendors
Manage procurement of clinical equipment and budget tracking
Lead Managed Service Providers to ensure effective service delivery
Coordinate communications during major incidents and outages
Monitor service desk performance to ensure customer satisfaction
Develop strategies for transformation and continuous improvement
Promote automation for routine tasks and processes
Benefits
Career development and training opportunities
Comprehensive benefits package including medical and dental coverage
Vision coverage and associate discounts on products
401(k) with competitive company match
Accrue PTO and paid holidays from day one
Full Job Description
Description
About the role The Sr. Manager, IT Support Services is responsible for ensuring the effective delivery of IT services to internal and external clients. This position manages the Service Desk and Clinical Technology Support teams providing technology services. This role will drive the transformation of MyEyeDr.'s support services by integrating Artificial Intelligence and enhancing observability tools to boost the effectiveness of the support teams. Additionally, the role emphasizes identifying automation opportunities to ensure consistent delivery.
In this position, you will manage day-to-day technology support, including escalations. You will use your knowledge of ITSM processes in both legacy and modern Cloud environments, as well as expertise in leading ITSM tools such as ServiceNow or Remedy Helix.
The hiring range for this position is $153,300 to $178,100 annually, exclusive of benefits or bonuses (discretionary and non-discretionary), based on experience and proximity to the Vienna Home Office.
You Will
Ensure the delivery of IT services meets agreed-upon standards, quality, and operability, as defined in Service Level Agreements (SLAs).
Manage the Service Desk and Clinical Technology Support Services team.
Manage daily operations of Incident and Service Request Management, Problem Management, and Asset Management functions, while actively participating in Change and Release Management in both legacy and cloud environments.
Provide leadership and guidance to foster skill development and career growth.
Acting as a key partner and maintaining strong relationships with internal teams, customers, and vendors.
Manages the procurement of clinical equipment, budget tracking, and collaboration with key stakeholders to ensure efficient service delivery.
Lead key Managed Service Providers (MSPs) to ensure effective service delivery.
Coordinate organization-wide communications during major incidents and outages.
Ensure customer satisfaction by monitoring service desk and clinical support performance. Utilize system analytics to optimize resource utilization and enhance service delivery.
Develop strategies for transformation and continuous improvement.
Promote the adoption of automation for routine tasks and processes.
About You
8+ Years managing service desk and support teams utilizing Modern Cloud and Legacy environments
4+ Years of experience leading a team.
Strong hands-on execution and experience across a multitude of technologies and stakeholder groups
Exceptional attention to detail
Demonstrated experience in bringing structure into unstructured environments
Good working knowledge either through experience or formal training in multiple layers of the technology stack
Proven ability to professionally communicate clearly and effectively both verbally and in writing to technical and non-technical audiences
Working knowledge of business and financial principles
Can-do attitude, find creative solutions where necessary, and follow-through
Ability to work in a deadline-driven environment
Experience with PCI DSS and HIPAA/HITECH a plus
Grow with Us
Career Development and Training Opportunities
Participate in a comprehensive benefits package including medical and dental coverage, tax-free savings plans, life insurance and more
Participate in our Vision coverage and associate discounts on our products
Participate in our 401(k) with competitive company match
Accrue PTO and paid holidays from day one
About MyEyeDr
MyEyeDr is a leading optometric service provider in the United States with over 600 locations in 25 states. The company offers comprehensive eye care services, including routine eye exams, contact lens fittings, and treatment of eye diseases. MyEyeDr also sells eyewear, including prescription glasses and sunglasses, and provides on-site lens manufacturing. The company was founded in 2001 and is headquartered in Jamison, Pennsylvania.
