Sr. Manager, IT Support Operations POST NUMBER: 473381
Compensation: $125,000-$140,000 5% bonus
Location: Remote (EST/CST time zone preference)
Qualifications:
- Bachelor’s degree in Information Technology, Computer Science, Business, or a related field. Equivalent experience will be considered.
- ITIL Practitioner or Managing Professional certification preferred, PMP is a plus
- Minimum of seven years of progressive experience in IT support, end user services, or IT operations, including direct leadership responsibility in complex environments.
- Demonstrated experience & success leading service desk and end user support functions in a multi-site organization.
- Experience in healthcare, physician practice, ambulatory, or regulated care delivery environments strongly preferred.
- Strong command of service delivery metrics, operational reporting, trend analysis, and performance improvement methodology.
- Strong working knowledge of ITIL based service management disciplines including incident, request, change. knowledge, escalation, and continual improvement.
- Own the day-to-day performance and operational maturity of IT support functions including service desk, desktop support, field support, and endpoint services across all locations.
- Define, track, and report on service delivery metrics including SLA compliance, ticket aging, first contact resolution, backlog trends, escalation rates, and customer satisfaction. Ensure metrics reflect operational reality and drive accountability rather than activity.
- Develop and maintain executive level reporting, operational dashboards, and agent-level scorecards that provide leadership with clear visibility into support performance and improvement trajectory.
- Own the Major Incident Management Process including stakeholder communications and post incident reviews
- Own the organization’s ITSM platform (FreshService) configuration, workflow standards, and ongoing optimization in alignment with service delivery goals.
- Develop, enforce, and continuously improve standard operating procedures, support workflows, and knowledge base documentation across the support function.
- Oversee IT asset management activities including device deployment, recovery, inventory accuracy, refresh coordination, and lifecycle execution.
- Partner with infrastructure, security, identity, and application teams to ensure support services are integrated, dependable, and operationally aligned.
Vaco by Highspring values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
EEO Notice
Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.
Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com .
Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal.
By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.
Privacy Notice
Vaco by Highspring and its parents, affiliates, and subsidiaries (“we,” “our,” or “Vaco by Highspring”) respects your privacy and are committed to providing transparent notice of our policies.
- California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here.
- Virginia residents may access our state specific policies here.
- Residents of all other states may access our policies here.
- Canadian residents may access our policies in English here and in French here.
- Residents of countries governed by GDPR may access our policies here.
Pay Transparency Notice
Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:
- the individual’s skill sets, experience and training;
- licensure and certification requirements;
- office location and other geographic considerations;
- other business and organizational needs.
With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.