Jeremy Ernst
Senior Help Desk Manager • IT Field Operations
- Role
- Sr Manager, IT Field Services at ATI Physical Therapy
- Location
- Plainfield, IL, US
- LinkedIn followers
- 500 followers
About Jeremy Ernst
Experienced IT professional well-versed in technology and daily operations management. Forward-thinking and strategic leader with over ten years\' experience in customer satisfaction. Looking for a growth-oriented position with a progressive organization that values hard work and determination.
Experience
Sr Manager, IT Field Services
Apr 2022 — Present · Bolingbrook, IL, US
Develop an exceptional customer experience and Level 2 support model for clinical users and deployment footprints• Oversee the day-to-day support activities of the Corporate Support Center support, Field Support, and Service Delivery teams• Prioritize work to ensure proper support coverage for incoming requests• Review support metrics and present regular reports to IT leadership• Analyze support tickets and recommend process improvements and changes as needed to improve service levels and operational efficiency• Analyze, improve, and develop the service offerings and standards based on feedback loops from users, piloting of new tools, and help desk ticket trend analysis.• Ensure the team meets expectations for metrics in support of service level agreements, customer satisfaction surveys and resolution of incidents/requests• Proactively work with key stakeholders to understand evolving needs to bring new and relevant clinical end-user solutions (best in class and fit for use) in mobile, collaboration, productivity, peripherals, and other computing devices. Manages project work and executes project tasks as assigned. For larger projects, assign tasks to team for execution• Oversee development and execution of new clinic and site deployments, relocations, closings, and acquisition projects• Ensure projects remain within allotted budgets and delivered timely and efficiently• Manage purchase orders and IT hardware inventory as required for Corporate Support Center, as well as clinic and field locations• Establish and conduct regular ongoing vendor service reviews to ensure on-going alignment service quality, business priorities, and opportunities with strategic suppliers• Drive towards lowest cost of service by driving self service capabilities and proactive adoption of standards• Work with Director to create and meet departmental budget• Conduct performance reviews and manage human resource decisions such as hiring, promotions and disciplinary actions
Education
Microtrain
Information Technology
2013
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