Job Information

Kindred at Home Manager, IT Service Desk in Overland Park, Kansas

The IT Service Desk Manager will direct the daily operations of the IT support desk both onshore and offshore. Responsible for managing performance of internal service desk analysts and overseeing vendor service desk deliverables and ensure all service levels are achieved. Establishes project schedules with user management and ensures adherence to deadlines. Works with team members to develop and execute project work-plans. Provides technical guidance to staff and coordinates end-user training. Works with the Division Vice President of IT to provide leadership and direction to the support desk functionality and vendor relationships. Works under minimal direction.

  • Abides by and demonstrates the company Mission – Vision – Values through both behavior and job performance on a day-to-day basis.

  • Develops and executes/manages/leads project work-plans and budgets and arranges for necessary project resources. Assigns work, monitors progress, resolves problems and monitors expenditures to ensure compliance with budgetary constraints.

  • Act as a further escalation point for team leads, vendor team leads and Sr. Leaders for requests and incidents.

  • Provides leadership for incidents which involve outages. Manages communications and coordinates with appropriate team members (vendor or internal) to validate and test resolutions.

  • Drives the efficiency and effectiveness of the Incident management process and recommends improvements.

  • Reports all SLA and KPI metrics to Vendor and internal management at agreed upon intervals.

  • Validates all SLA goals are satisfied and that communication is provided of any changes in trends (positively or negatively)

  • Ensures effective communication between staff and end users to ensure mutual understanding and agreement on project requirements. Contacts user management to resolve problems as required.

  • Ensures compliance with all GHS I/S standards and procedures, and makes recommendations for improvements as appropriate.

  • Keeps abreast of new technological developments and industry trends. Provides technical guidance/ advice to department staff.

  • Provides periodic formal and informal status reports to Director and Senior Management. Makes formal presentations as required.

  • Performs all duties inherent in a managerial role, such as completing or providing input to staff performance evaluations.

  • Adheres to and participates in Company’s mandatory HIPAA privacy program/practices and Business Ethics and Compliance programs/practices.

  • Reviews and adheres to all Company policies and procedures and the Employee Handbook.

  • Participates in special projects and performs other duties as assigned.

Required Experience/Skills:

  • Bachelor's degree in Information Systems.

  • 8 years of Information Services experience.

  • Minimum 2 years managing service desk outsourcing provider.

  • Minimum 2 years in a supervisory role.

  • Thorough knowledge of computer systems analysis/design and project management experience required.

  • Effective oral and written communication skills also required.

  • This role requires full COVID-19 vaccination.

Required Skills

Together, we can raise the bar on home healthcare

CenterWell™ Home Health (formerly Kindred at Home), is one of the nation’s leading providers of home care, with an incredible team of compassionate clinicians who deliver high-quality, specialty care to patients. Many of our clinicians live in the same neighborhoods they serve – providing the much-needed care to people in their community.

As a company, we strive to lead by example and show employees the same compassion and care we expect them to show patients. We provide employees the resources, stability, and job flexibility they truly deserve. We help them fulfill their personal and professional goals while enjoying industry-leading benefits, competitive salaries, opportunities for career and professional growth, and a healthy work/life balance.

Part of Humana’s Home Solution business

CenterWell Home Health cares for nearly 80,000 patients every day in over 350 locations, across 38 states. As part of Humana Inc., we create experiences that put patients at the center, working in collaboration with healthcare providers to bring multidisciplinary care directly to the comfort and safety of home. The result is easy, comprehensive and personalized care that helps patients lead healthier, happier lives.

Caring for people who care for our patients

Experience has shown us that supporting and nurturing employees helps them become the best version of themselves and more compassionate, committed home health professionals. That’s why CenterWell Home Health never stops working to improve the employee experience. Our people are our greatest resource, and we are committed to creating an environment they enjoy stepping into every day.

World-class employee benefits

  • Competitive pay and benefits package

  • 50% matching 401(k) contributions up to 6%

  • Career advancement opportunities

  • Tuition reimbursement program

  • Advanced Continuing Education (CE) accredited training

Required Experience

Join Our Team!

Check out our video to get a glimpse of a day in the life of our Home Health team - Home Health

To learn more, please contact your local recruiter at (toll-free) 855-563-2846 or apply online. Our Recruiters are ready to help you start a new and rewarding career with CenterWell Home Health.

Job Category: Corporate - Accounting, Finance, HR, IT, Marketing

ID: 82797