Supervisor Technology Operations (Service Desk)

Thank you for considering a career at Ensemble Health Partners!

Ensemble Health Partners is a leading provider of technology-enabled revenue cycle management solutions for health systems, including hospitals and affiliated physician groups. They offer end-to-end revenue cycle solutions as well as a comprehensive suite of point solutions to clients across the country.

Ensemble keeps communities healthy by keeping hospitals healthy. We recognize that healthcare requires a human touch, and we believe that every touch should be meaningful. This is why our people are the most important part of who we are. By empowering them to challenge the status quo, we know they will be the difference!

O.N.E Purpose:

• Customer Obsession: Consistently provide exceptional experiences for our clients, patients, and colleagues by understanding their needs and exceeding their expectations.
• Embracing New Ideas: Continuously innovate by embracing emerging technology and fostering a culture of creativity and experimentation.
• Striving for Excellence: Execute at a high level by demonstrating our “Best in KLAS” Ensemble Difference Principles and consistently delivering outstanding results.
  
  
  

The Opportunity:

By embodying our core purpose of customer obsession, new ideas, and driving innovation, and delivering excellence, you will help ensure that every touchpoint is meaningful and contributes to our mission of redefining the possible in healthcare. The Supervisor, Technology Operations is responsible for the day-to-day operational running of a portion of Ensemble’s Deskside support team. This includes coordination and oversight of IT end-user equipment, onsite printers, inventory management, ticket assignment and end-user support. This person will serve as an escalation point with Operations to ensure tickets are prioritized and managed appropriately. They will be a primary resource for team members to come to with technical and operational questions.

Job Competencies

• Strong experience in Deskside Support
• Experience with operating system deployment and configuration management
• Knowledge of mobile device management principles and hands-on experience with Intune
• Understanding of of Microsoft cloud technologies such as M365, Azure AD and M365 Security Products (Microsoft Defender), Intune
• Exposure to integration and network security
• Technical expertise in end-user support and end-user technology
• Excellent communication and interpersonal skills to collaborate effectively with cross-functional teams and stakeholders
  
  
  

Essential Job Functions

• Customer Obsession: Consistently provide exceptional experiences for our clients, patients, and colleagues by understanding their needs and exceeding their expectations.
• Embracing New Ideas: Continuously innovate by embracing emerging technology and fostering a culture of creativity and experimentation.
• Striving for Excellence: Execute at a high level by demonstrating our “Best in KLAS” Ensemble Difference Principles and consistently delivering outstanding results.
• Supervise and mentor a team of IT Analyst with broad skill sets across end-user support, PCs, MACs and printer
• Operating system deployment: Collaborate with Intune team to provide input on standardized operating system images and assist with developing deployment strategies to efficiently install and configure operating systems on new and existing devices for both Windows and Apple devices
• Organize support for application upgrades and new application deployment to include testing, feedback and deployment across Ensemble
• Enforce SLAs and work with direct reports to ensure they are meeting SLAs
• Provide regular feedback to team on performance and work with Manager on any necessary coaching and corrective action
• Train new associates on the procedures and processes used by the Deskside support team
• Partner with various Ensemble IT functional areas to provide testing support and input on requirements
• Troubleshooting and issue resolution: Partner with teams to investigate and resolve technical issues and assign team members to engage based on technical expertise
• Documentation: Create and update technical documentation, guidelines, and procedures for Deskside Support team.
• Assist leadership with inventory tracking
• This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Associates may be required to perform other job related duties as required by their supervisor, subject to reasonable accommodation.
  
  
  

Employment Qualifications

Job Experience

5 to 7 Years

People Leadership Experience

1 to 3 Years

Desired Education

Bachelors Degree or Equivalent Experience

Computer Science

Other Preferred Knowledge, Skills And Abilities

• Experience in Windows Desktop Technologies, Office 365
• Experience with Citrix and VMware
• Experience with ServiceNow or similar ticketing system
• Strong ITIL process knowledge
• Experience coaching, training, and mentoring team members
• Strong written and verbal communication
• This position pays between $68,700 - $131,550 based on experience
  
  
  

This posting addresses state specific requirements to provide pay transparency. Compensation decisions consider many job-related factors, including but not limited to geographic location; knowledge; skills; relevant experience; education; licensure; internal equity; time in position. A candidate entry rate of pay does not typically fall at the minimum or maximum of the role’s range.

Join An Award-winning Company

Five-time winner of “Best in KLAS” 2020-2022, 2024-2025

Black Book Research's Top Revenue Cycle Management Outsourcing Solution 2021-2024

22 Healthcare Financial Management Association (HFMA) MAP Awards for High Performance in Revenue Cycle 2019-2024

Leader in Everest Group's RCM Operations PEAK Matrix Assessment 2024

Clarivate Healthcare Business Insights (HBI) Revenue Cycle Awards for strong performance 2020, 2022-2023

Energage Top Workplaces USA 2022-2024

Fortune Media Best Workplaces in Healthcare 2024

Monster Top Workplace for Remote Work 2024

Great Place to Work certified 2023-2024

• Innovation
• Work-Life Flexibility
• Leadership
• Purpose + Values
  
  
  

Bottom line, we believe in empowering people and giving them the tools and resources needed to thrive. A few of those include:

• Associate Benefits – We offer a comprehensive benefits package designed to support the physical, emotional, and financial health of you and your family, including healthcare, time off, retirement, and well-being programs.
• Our Culture – Ensemble is a place where associates can do their best work and be their best selves. We put people first, last and always. Our culture is rooted in collaboration, growth, and innovation.
• Growth – We invest in your professional development. Each associate will earn a professional certification relevant to their field and can obtain tuition reimbursement.
• Recognition – We offer quarterly and annual incentive programs for all employees who go beyond and keep raising the bar for themselves and the company.
  
  
  

Ensemble Health Partners is an equal employment opportunity employer. It is our policy not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender, gender identity, religion, national origin, age, disability, military or veteran status, genetic information or any other basis protected by applicable federal, state, or local laws. Ensemble Health Partners also prohibits harassment of applicants or employees based on any of these protected categories.

Ensemble Health Partners provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law. If you require accommodation in the application process, please contact TA@ensemblehp.com.

This posting addresses state specific requirements to provide pay transparency. Compensation decisions consider many job-related factors, including but not limited to geographic location; knowledge; skills; relevant experience; education; licensure; internal equity; time in position. A candidate entry rate of pay does not typically fall at the minimum or maximum of the role’s range.

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