Full-Time

Service Desk and End-User Support Manager

Strata Decision Technology

Strata Decision Technology

501-1,000 employees

Healthcare financial analytics SaaS platform


Senior

Chicago, IL, USA

Required Skills
Management
JIRA
Requirements
  • 5+ years of experience in an IT support role (End-User and/or Service Desk)
  • 2+ years of experience in a managerial role
  • Experience managing, developing, and mentoring direct reports
  • Experience with Jira ServiceDesk Management
  • Understanding of ITIL principles
  • Availability for on-calls hours, as needed
Responsibilities
  • Manage day-to-day Service Desk operations and ensure SLAs are met.
  • Act as the escalation point for difficult calls or tickets escalated by Service Desk or ELT members
  • Work with Senior Director of IT on maturation of ITSM capabilities around incident, request, and change management for the IT & Security team, including building and implementing SLAs.
  • Create, manage, and analyze procedures, policies, and processes as it relates to IT Service delivery.
  • Develop Service Desk metrics and KPIs to measure and enhance team performance.
  • Provide guidance and supervise the Service Desk team including the management of team member performance.
  • Manage and maintain accurate inventory of IT assets (hardware and software).
  • Oversee the vendor management process, including hardware/software procurement.
  • Act as a liaison to other teams at Strata on behalf of Service Desk.

Strata Decision Technology

Strata Decision Technology

View

Strata Decision Technology stands out in the healthcare financial analytics sector with a proven track record, evidenced by its 18-year streak of receiving the "Best in KLAS" rating for Business Decision Support. Their cloud-based SaaS solutions are recognized for rapid implementation, typically in less than half the time of competitors, and for driving significant efficiency improvements and cost savings for their extensive customer base of over 2,300 organizations. As part of the financially robust Roper Technologies, Strata is well-positioned to sustain investment in their technology, ensuring a lower total cost of ownership and a reliable single source of truth for enterprise-wide financial planning and decision support.

Company Stage

M&A

Total Funding

N/A

Headquarters

Chicago, Illinois

Founded

1996

Growth & Insights
Headcount

6 month growth

9%

1 year growth

12%

2 year growth

24%
INACTIVE