The Aspen Group (TAG) is one of the largest and most trusted retail healthcare business support organizations in the U.S., supporting over 23,000 healthcare professionals and team members at more than 1,150 locations across 48 states. Our five supported healthcare practices operate under the brands Aspen Dental, ClearChoice, WellNow, Chapter Aesthetic Studio, and Lovet. We’re committed to enabling healthcare professionals to focus on patient care while we handle the business operations that support them.

Responsibilities include:

• Manage, coach and develop a team of PC Technicians supporting the TAG field offices ensuring that proper coverage is in place and work is assigned appropriately
• Manages incident & task tickets in ServiceNow to ensure that they are resolved within agreed upon SLAs
• Follows up with customers regarding open issues and ensures delivery of exceptional service
• Work with field staff and mangers and others to provide a detailed status and keep them informed of timelines for resolution.
• Provide a point of contact for escalations, coordinate resources and ensure clear communication to all involved.
• Manage IT asset inventory and desktop computing hardware lifecycle
• Oversee the hardware ordering process validating that orders are appropriate and quantities will meet the needs of incoming requests
• Maintain operational documentation and knowledge base articles working with engineering teams and L1 teams to keep current
• Maintain working relationships with other IT and non-IT teams
• Coordinate provisioning of new equipment to address service requests and break fix tickets in a timely manner
• Work with smart hands vendor to ensure that field resources successfully complete work orders on time and with a high level of quality
• Coordinate with various vendors, oversee their work and drive improvement where needed
• SME for how computer hardware and other equipment is used in the field offices which include desktops, tablets, monitors, TV's, low voltage AV cabling, cameras, and credit card terminals

Skills

• Strong organizational and time management skills
• Experience troubleshooting various hardware and software issues and driving them to resolution especially in situations where users are remote
• Basic Audio/Visual systems knowledge
• Experience creating and maintaining technical documentation
• Strong interpersonal and communication skills and the ability to work effectively with a wide range of teams both technical and non-technical
• Experience imaging computers and deploying hardware to remote field locations
• Experience with incident management/ticketing system
• Ability and willingness to quickly learn new technology
• Customer first mindset
• 3 – 5 years experience managing a team of IT Technicians
• Coordinating resources
• Assigning and prioritizing day to day work
• Coaching techs in both technical and soft skill areas
• Tracking KPIs for team and individual performance

*This role is onsite 4 days/week in our Chicago office (Fulton Market District)

• A generous benefits package that includes paid time off, health, dental, vision, and 401(k) savings plan with match
• Salary: $108,000-127,000/year plus 10% performance bonus