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Kaiser Permanente · 3 hours ago

Senior Manager IT Support - SSD

Los Angeles, CA

Full-time

Onsite

Senior Level, Lead/Staff

8+ years exp

Kaiser Permanente is seeking a Senior Manager IT Support responsible for managing the service delivery process and outcomes for product support. The role involves developing procedures for computer systems setup and managing relationships with third-party vendors, while also overseeing team performance and ensuring alignment with business objectives.

Health CareHospitalMental HealthNon ProfitPersonal Health

Comp. & Benefits

H1B Sponsor Likely

Responsibilities

Manages designated units by translating business plans into tactical action items; communicating goals and objectives; ensuring all policies and procedures are followed; overseeing the completion of work assignments; assuming responsibility for decision making; aligning team efforts; building accountability for and measuring progress in achieving results; incorporating resources, costs, and forecasts into unit plans; removing obstacles that impact performance; guiding performance and developing contingency plans accordingly; partnering with key stakeholders and business leaders to ensure products and/or services meet requirements and expectations while aligning with departmental strategies; and influencing units to operate in alignment with business objectives

Pursues professional growth and provides developmental opportunities for others by soliciting and acting on performance feedback; building collaborative, cross-functional relationships; hiring, training, and developing talent for growth opportunities; delegating tasks and decisions; fostering open dialogue amongst departments; strategically evaluating talent for succession planning; setting performance management guidelines and expectations across units; and working closely with employees to set goals and provide open feedback and coaching to drive performance improvement

Manages recurring and escalated problems

Manages troubleshooting efforts to identify and rectify problems

Manages efforts to analyze and prioritize incoming requests and alerts

Manages the service delivery process and outcomes for first, second, and third level support for products and applications by taking accountability for resolution of systems issues

Follows and manages the development of standard operating procedures

Reviews and approves resolution proposal to prevent issue recurrence

Defines and manages key performance indicators (e.g., performance, availability, capacity)

Promotes and ensures compliance in the use of a knowledge repository for technical support

Defines and manages procedures for incident escalation

Manages execution of disaster recovery, and business continuity processes and events

Manages after hours on call support

Manages the process for tracking and documentation by reviewing and updating documents, as appropriate

Manages analysis of incident data and trends to help prioritize efforts to improve system availability and performance

Reviews and approves departmental and enterprise changes to the production environment, according to established change control processes

Qualification

IT support managementService delivery processIncident managementSupervisory experienceDisaster recoveryCollaborative relationshipsPerformance managementChange control processesProblem-solvingDocumentation skills

Required

Minimum two (2) years supervisory experience

Bachelors degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field and Minimum eight (8) years IT experience in a support or operations environment. Additional equivalent work experience may be substituted for the degree requirement

Preferred

Three (3) years of work experience in a role requiring interaction with senior leadership (e.g., Director level and above)

Four (4) years corporate healthcare experience

Company

Kaiser Permanente

Glassdoor3.9

Kaiser Permanente is a health organization that offers disease prevention, mental healthcare, and chronic disease management services.

Founded in 1945

Oakland, California, USA

10001+ employees

https://healthy.kaiserpermanente.org

H1B Sponsorship

Kaiser Permanente 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)

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2025 (3)

2024 (1)