Manager, IT Support

At Summit Orthopedics, we recognize the significance each member of the Summit Family has as they impact one another and our patients on a daily basis. Be part of a patient-first environment that lives into our values of: Compassion, Integrity, Excellence, Collaboration, Stewardship and Innovation and a place where staff members feel respected and find a strong sense of purpose in their roles, contributing to a familial atmosphere characterized by mutual respect and enjoyment.

The Information Technology Support Manager is a multifaceted role designed to provide the IT Support Team with the leadership needed to deliver exceptional customer service. Duties include coaching, training and career development, and to act as a point of contact for all users during service impacting events and in instances where customers are in need of higher level attention. The emphasis of the role is on customer support, technical and career development, and to provide leadership and a point of escalation for all support staff on a daily basis.

This is a full-time position based at our Corporate Office located in Woodbury, MN.  Monday - Friday Schedule of 8:00 AM to 4:30 PM (schedule subject to change). This position also requires the ability to float to all Summit locations in the event of any service outages or issues.

• Performs managerial functions for the IT Support team including project leadership, training, assigning and monitoring work, and attendance tracking.
• Act as an escalation point for your team as well as escalation point for more complex problems to appropriate internal resources. 
• Author, edit, and develop policies and procedures relevant to your area.
• Participate in the development of troubleshooting guidelines and ensure proper execution.
• Develop programs and ensure an excellent customer service experience by call monitoring or customer feedback (solicited or unsolicited).
• Establish and monitor key performance indicators for the on-demand support staff such as call center metrics, call and data entry quality monitoring, workforce management, contact touch points, and SLA/KPI for reporting to IT leadership.
• Participate in activities enhancing support technologies such as evaluation of tools, methods, tactics and other media.
• Participate in the selection, development, appraisal, and promotion of team members.
• Monitor service calls to observe demeanor, technical accuracy, and conformity to company policy. 
• Direct ownership for tracking incidents/tickets from initiation through resolution and documentation as well as follow up with end users.
• Direct supervision over the support of hardware and/or software deployment; record and maintain inventory control information and the set-up and configuration of computers for deployment.
• Troubleshoot and resolve issues with wireless and voice communication.
• Assist in the administration of corporate servers including application, web, and database, where applicable.  
• Assist in the preparation of the annual budget process and helps monitor and approve budget expenditures throughout the year. 

Summit's hiring range for this position is $98,256 to $122,820 per year. The hired candidate may be eligible to receive additional compensation in the form of bonuses, differentials and/or deferred compensation. In addition to our base salary, we offer a comprehensive total rewards package that aligns with our vision of leading a healthy and active lifestyle.  This includes medical, dental, vision, disability, life insurance, paid time off and 401(k)/profit sharing retirement plan. If you are hired at Summit, your final base salary compensation will be determined based on factors such as skills, education, experience, and internal equity.

Summit Orthopedics provides the Twin Cities, Greater Minnesota and Western Wisconsin with the full spectrum of orthopedic care including sub-specialty clinics, walk-in care at our Orthopedic Urgent Care clinics, imaging, bracing, therapy, surgery, and post-surgical stays at our Care Suites. Our expert team of physicians, surgeons, physician assistants, certified athletic trainers and therapists are part of the 1100+ employees who partner to provide quality care designed to support a healthier, more active lifestyle.

Summit Orthopedics is committed to providing equal opportunity to all employees and applicants for employment in accordance with all applicable laws and regulations of federal, state and local governing boards and/or agencies.