DescriptionLocation: This position is located at our Dublin, OH campus with hybrid flexibility.We're on a mission to make healthcare simpler and more effective. We fight to ensure our members get the care they need, when they need it, at the most affordable cost - that's why we call ourselves Healthcare Warriors. We're committed to building diverse and inclusive teams, so if you're excited about this position, we encourage you to apply - even if your experience doesn't match every requirement.The Manager, Support Center is responsible for managing the team of Technical Specialists and Application Support personnel who support the level and two needs of our associates and clients. This includes basic application troubleshooting, basic hardware troubleshooting, issues with m365, identity troubleshooting, and more. Additionally, this role oversees the use and understanding of Quantum's Line-of-Business applications to ensure that internally developed solutions are fully supported by front-line personnel and that an efficient pipeline of software updates and fixes is maintained with the Software Engineering group. Work will focus on maintaining the team's excellent customer services skills and quick resolution or escalation of issues reported in the ServiceNow trouble ticket system. This person has minor budget responsibility and should be familiar with basic accounting best practices. Additionally, they recommend and maintains and configures the best practices and implementation of ServiceNow, the Quantum Health trouble ticket system, its workflows, and portals.What you'll doManage the Service Center team, maintaining good team morale, creating and updating individual development plans, having 1 on 1 meetings and working with HR to handle disciplinary issues.Evaluate and implement new Services Center processes and methodologies, based on industry best practice. Establish a 1 to 3-year roadmap for team improvement.Assist with forecasting and maintaining the Service Desk budget.Work closely with business partners, identifying growth requirements and needs for additional hardware, software and servicesAssist with the Planning, implementation, and support of configuration changes and/or updates within the Quantum Health change control process, implementing service-impacting changes during off-hour maintenance windows.Act as a service arbiter for complex problems attributed to back-end systems, application and network issues reported to the service desk, determining to which team issues should be reported/transferred.Create and maintain Service Center policies and procedures documentation.Manage Service Center scheduling, including after-hours support and on-call schedule. Act as an escalation point for after-hours and on-call issues.All other duties as assigned.What you'll bringCertificationsITIL certification desired6+ years service desk/customer service experience2+ years service desk management experience2+ years of implementation and maintenance experience on a service desk software platform; servicenow/cherwellDemonstrates a capacity for leveraging a team's strengths and minimizing shortcomingsUnderstands Windows 10 desktop operating systems, patching methodologies and Office application dependenciesProficiently understands IP networking: Cisco, TCP/IP, Windows Server, Network Security, and disaster recovery as they pertain to end-user systemsExcellent written and oral communication, including the ability to confidently present to all levels of managementResults-driven, process oriented, and always serving as an advocate for our end usersBachelor's Degree in Computer Science, Mathematics, or Information Systems preferred (or equivalent experience)This person should have a thorough understanding of applicable ITIL pro