Manager, IT Solution Center

Concentra is recognized as the nation’s leading occupational health care company.

With more than 40 years of experience, Concentra is dedicated to our mission to improve the health of America’s workforce, one patient at a time. With a wide range of services and proactive approaches to care, Concentra colleagues provide exceptional service to employers and exceptional care to their employees.

The Manager, IT Solution Center leads and manages the Solution Center team to deliver exceptional technical support, ensuring efficiency, customer satisfaction, and continuous improvement. The Solution Center Manager is responsible for daily operations across over 600 centers. This position is pivotal in ensuring that IT services are delivered effectively, and end-users receive the support they need. In addition, the Solution Center Manager is expected to foster a positive work culture, recognize accomplishments, and promote work-life balance. The manager ensures optimal customer service by identifying priorities, establishing efficient business and technology processes and upholding quick service delivery times.

• Manage daily solution center operations.
• Supervise and lead the service desk team including hiring, training, coaching, and performance evaluations.
• Set team goals, monitor progress, and create a collaborative work environment.
• Maintain Service Desk team schedules including after-hours support and on-call rotation.
• Develop policies and procedures to ensure consistent end-user support and quality of service delivery.
• Manage the ticketing system (ServiceNow) for efficient support request handling.
• Create and implement onboarding and offboarding procedures.
• Implementing processes that promote continuous improvement within the team. This includes conducting regular reviews of practices, facilitate workshops to identify areas for enhancement, and encourage team members to share feedback and innovative ideas. The manager will also track performance metrics to assess the effectiveness of implemented changes and ensure alignment with organizational goals.
• Maintain comprehensive documentation related to support processes, system configurations, and troubleshooting guides.
• Ensure effective communication with end-users regarding their requests.
• Act as an escalation point to promptly address incidents and requests.
• Generate and analyze performance metrics to identify areas for improvement.
• Manage relationships with vendors and other third parties.
• Communicate regularly with key stakeholders from various business units.
• Collaborate regularly with department management and other IT teams, as well as other departments across the organization.
• Ensure KPIs are met, monitor trending against baseline for goal attainment.
• Deliver monthly and quarterly performance reports to leadership team and provide recommendations.
• Work with colleagues across the department to develop and maintain an infrastructure that optimizes service delivery through practiced strategies and uniform procedures.
• Train and influence the team to provide confident, effective recommendations through an efficient use of resources and continuous knowledge upgrades.
• Monitor Problems and Changes to understand issues related to Problems and/or Changes made.
• Work with the Service Management team to report on trends related to Problems and Changes.
• Champion the Concentra’s vision, culture and values.

• Education Level: Bachelor’s Degree ; Major: Information Technology, Computer Science
• Experience in lieu of required education is acceptable
• 10 years in a managerial role with at least 5 years specifically managing an IT Service Desk.
• 5 years of experience leading/managing IT Projects.
• Experience in Service Management procedures

Job-Related Skills/Competencies

• Excellent communication and interpersonal skills as well as a strong customer service delivery.
• Proven track record of team development and process improvement.
• Demonstrated strategic, organization, creative and analytical skills.
• Established ability to examine procedures, design new strategies, develop sound protocols and successfully implement new systems.
• Excellent conflict management skills, able to defuse difficult situations.
• Demonstrated experience with using the ServiceNow platform to manage, analyze, and improve Service Desk operations.
• In-depth knowledge/understanding of IT service delivery best practices.
• Strong analytical skills along with proficiency in Microsoft Excel.
• Ability to identify knowledge/resource gaps and apply industry trends to create development opportunities, training staff on emergent industry trends and ensuring quality baseline of department knowledge.
• Excellent project planning and management skills and demonstrated ability to manage multiple workstreams simultaneously.
• Verified experience building and managing teams and providing consistent feedback to achieve results in line with strategic goals.
• Experience developing materials to ensure consistency of service delivery and build staff confidence.