GHX · 1 day ago
Manager, Enterprise Technology
Louisville, CO
Full-time
Hybrid
Mid, Senior Level
$87K/yr - $116K/yr
5+ years expGHX is a healthcare business and data automation company focused on improving patient care and maximizing savings in the healthcare sector. The Enterprise Technology Manager will lead the IT Helpdesk team, ensuring exceptional customer support and overseeing helpdesk operations while fostering a collaborative team environment.
Hospital & Health Care
Responsibilities
Manage the activities of the US IT Helpdesk team, including coaching, development, and performance management
Successfully develop individuals within the team and hold team members accountable for their actions
Inspire and guide the team by consistently upholding and championing GHX values and expected behaviors, prioritizing exceptional customer experiences
Plays a key role in the comprehensive talent management lifecycle for the team, encompassing acquisition, retention, and fostering strong employee engagement
Foster a positive team dynamic and promote collaboration among team members
Actively contribute to the resolution of internal end user IT helpdesk tickets, including troubleshooting hardware, software, network, and access issues
Champion best-in-class customer support, ensuring a focus on helpfulness and proactive service
Provide guidance and hands-on assistance for on-site issues
Ensure timely resolution of tickets and manage the overall helpdesk queue effectively, implementing strategies to address high ticket volumes in alignment with established Service Level Agreements (SLAs) and contributing to the achievement of departmental Objectives and Key Results (OKRs)
Follow established processes and policies in selecting methods and techniques for developing solutions for helpdesk operations
Continually evaluate and improve helpdesk processes to create new efficiencies and enhance operations
Manage changing circumstances and conditions within helpdesk operations and adjust resources to minimize immediate risk
Work with others to mitigate risk and communicate to impacted teams regarding operational changes or issues
Effectively communicate with all levels of the organization, from individual team members to cross-functional stakeholders and senior leadership, tailoring messages for clarity and impact
Build internal working relationships based on mutual trust and support
Work collaboratively to resolve problems by partnering on projects and processes
Ensure clear and efficient communication (e.g., emails/presentations) regarding helpdesk status, issues, and initiatives
Consistently able to influence cross-functional peers and/or senior leaders in high-stakes situations
Execute strategic plans set at the functional level to deliver tactical results related to helpdesk projects and initiatives
Work within strict constraints of budget and resources set at the product line/functional level for helpdesk programs
Provide input and contributions to managing costs related to the helpdesk unit
Contribute to the team's success through management of higher complexity tasks in their area of specialization often requiring analysis and problem solving
Continuously analyze departmental data to pinpoint areas for process refinement, explore new tools, and proactively drive efficiencies within operational execution
Identify and communicate areas of risk within helpdesk operations and work with leaders to develop mitigation plans
Qualification
Required
5-7 years of relevant IT management experience, including oversight of technical support teams
Demonstrated technical proficiency in providing Tier 1 - Tier 2 IT support for both Windows and Mac environments, including troubleshooting hardware, software, network, and access issues
In-depth knowledge and hands-on experience with Microsoft 365 (M365) administration and support, including Exchange Online, SharePoint Online, Teams, and OneDrive
Strong proficiency in Active Directory (AD) and Azure Active Directory (AAD) user and group management, troubleshooting authentication issues, and understanding group policies
Experience with cloud environments (e.g., Azure, AWS) and associated user access/support
Experience supporting and troubleshooting common business applications such as Adobe Creative Suite products, Microsoft Office applications, and other enterprise software
Experience in the administration and support of collaboration and communication platforms like Slack
Strong understanding of helpdesk operations, ticket management systems, and IT service management (ITSM) best practices
Highly organized with a proven ability to manage multiple priorities, projects, and tasks effectively
Ability to recognize changing circumstances and adjust resources to minimize immediate risk
Excellent communication, interpersonal, and leadership skills
Demonstrated ability to develop and mentor team members
Experience working within budget and resource constraints
Strong problem-solving and analytical abilities
Must reside within commuting distance of the GHX headquarters in Louisville, Colorado
Preferred
Demonstrated experience with IT procurement processes
Certifications in ITIL, CompTIA A+, or other relevant IT support disciplines
Proficiency with project management tools (e.g., Teams task view, Kanban boards, or similar platforms) for tracking and organizing project work
Proficiency in leveraging Jira Service Management (JSM) for comprehensive reporting and data analysis to gain insights into helpdesk operations, identify trends, and drive continuous improvement
Benefits
Health, vision, and dental insurance
Accident and life insurance
401k matching
Paid-time off
Education reimbursement
Company
GHX
GHX is a software-as-a-service company that’s reducing the cost of doing business in healthcare by automating supply chain processes and improving visibility into the products used in patient care.
1001-5000 employees
H1B Sponsorship
GHX has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2024 (9)
2023 (9)
2022 (3)
2021 (13)
2020 (2)
Funding
Current Stage
Late StageLeadership Team
Tina Vatanka Murphy
President & CEO
CJ Singh
Chief Technology Officer
Recent News
The Hans India
2024-02-11
2024-02-11
Company data provided by crunchbase