To us, it's about living life to the fullest while serving our patients, teammates, neighbors and friends. We are dedicated and passionate in everything we do, seeking challenge and appreciating the routes that got us here. Whether our path is clinical or not, we all came to find balance and meaning in our lives within the work we are passionate about and the adventures we live.Vail Health has become the world's most advanced mountain healthcare system. Our updated 520,000-square-foot hospital opened in December 2020.  This state-of-the-art facility provides exceptional care to all of our patients, with the most beautiful views in the area, located centrally in Vail. Some roles may be based outside of our Colorado office (as stated in the Job Title). Roles based outside of our primary office can sit in any of the following states: AZ, CO, CT, DC, FL, GA, ID, IL, KS, MA, MD, MI, MN, NC, NJ, OH, OR, PA, SC, TN, TX, UT, VA, WA, and WI. Please only apply if you are able to live and work primarily in one of the states listed above. State locations and specifics are subject to change as our hiring requirements shift.ABOUT THE OPPORTUNITYThis position is responsible for utilizing IT Service Delivery platforms to enhance quality, speed and reliability of IT Service Desk. This includes the responsibility of managing all procedures related to the identification, prioritizing, and resolution of end user service requests and incidents, including the monitoring, tracking, reporting, analysis and coordination of essential functions.WHAT YOU WILL DO:Directly manage the day to day activities of IT service management, incident, problem management team including the help desk and technical delivery teams.Lead and own the mission, vision, values & outcomes of IT service delivery partnering with leaders, internal subject matter experts on service management.Formulate, publish & enforce IT service delivery policies to meet business objectives.Define, maintain and report on service level agreement (SLA) compliance and service metrics.Focuses on aligning IT services with the needs of end users.Coordinates and assigns build and maintenance the and the knowledge base.Track and analyze trends in service desk requests and incidents, working with appropriate departments to bring about problem resolution and root cause analysis.Develop various reports to support continuous improvement ideas and decisions.Identify, recommend, develop and implement training programs to increase effectiveness of IT support groups.Assist in project design and scope of work creation for adoption for Service Desk.Role models the principals of a Just Culture and VH Vaules.Perform other duties as assigned. Must be HIPAA compliant.WHAT YOU WILL NEED:Experience:5 years of experience in service desk management, technical support and escalation management requiredHealthcare experience preferredStrong background in ITIL and Change Management process requiredPrevious Managerial Experience preferredLicenses:N/ACertification(s):Information Technology Infrastructure Library (ITIL) Certification preferredComputer/Typing:Basic understanding or ability to obtain basic understanding of enterprise technology and ability to support these tools even outside of expertise; including but not limited to Windows, Operating Systems, Basic computer hardware skills. Must possess, or be able to obtain within 90 days, the computers skills necessary to complete online learning requirements for job-specific competencies, access online forms and policies, complete online benefits enrollment, etc.Must have working knowledge of the English language, including reading, writing, and speaking English. Education:Bachelor's degree required.  Pay is based upon relevant education and experience. Pay Range:$80,778—$115,389 USD  Benefits at Vail Health (Full and Part Time) Include:Competitive Wages & Family Benefits: Competitive wagesParental leave (4 weeks paid)Housing programsChildcare reimbursement Comprehensive Health Benefits: MedicalDental VisionEducational Programs: Tuition Assistance Existing Student Loan RepaymentSpecialty Certification ReimbursementAnnual Supplemental Educational FundsPaid Time Off: Up to five weeks in your first year of employment and continues to grow each year.Retirement & Supplemental Insurance: 403(b) Retirement plan with immediate matching Life insuranceShort and long-term disabilityRecreation Benefits, Wellness & More: Up to $1,000 annual wellbeing reimbursementRecreation discountsPet insurancePRN (POOL) benefits include: Wellbeing reimbursement funds and 403(b) contribution eligibility 

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