Type: Full-Time (75 hours biweekly)
Shift: Days
Pay: $117, 000 - $125,000 per year
Job Summary:
We are seeking a highly skilled and experienced Manager of Level 2/Level 3 Desktop Support and Project Management to join our healthcare organization. The successful candidate will be responsible for overseeing the day-to-day operations of the Level 2 and Level 3 desktop support teams, ensuring the delivery of high-quality technical support services. Additionally, this role involves co-managing IT projects to improve and enhance our healthcare systems and infrastructure. The ideal candidate will have a strong background in desktop support, project coordination, and healthcare IT.
Key Responsibilities:
Team Leadership: Manage and lead the Level 2 and Level 3 desktop support teams. Provide guidance, mentorship, and performance evaluations to ensure the team meets service level agreements (SLAs) and performance metrics.
Technical Support: Oversee the resolution of complex technical issues, including hardware, software, and network-related problems. Ensure timely and effective troubleshooting and support for healthcare staff.
Project Management: Plan, execute, and manage IT projects related to desktop support and infrastructure improvements. Develop project plans, timelines, and budgets, and ensure projects are completed on time and within scope.
Process Improvement: Identify opportunities for process improvement within the desktop support function. Implement best practices and standardized procedures to enhance efficiency and service quality.
Stakeholder Communication: Serve as the primary point of contact for stakeholders, including healthcare staff, vendors, and other IT teams. Communicate project status, technical issues, and support activities effectively.
Vendor Management: Manage relationships with external vendors and service providers. Ensure that third-party solutions and services meet the organization's technical and performance requirements.
Documentation: Maintain comprehensive documentation of support activities, project plans, and standard operating procedures. Contribute to the development of knowledge base articles and user guides.
Compliance: Ensure compliance with relevant healthcare regulations, such as HIPAA, and organizational policies. Oversee security and data protection measures within the desktop support function.
Training and Development: Provide training and development opportunities for the desktop support team. Ensure team members stay current with emerging technologies and best practices.
Qualifications:
Education: Bachelor's degree in Information Technology, Computer Science, or a related field. Equivalent experience in healthcare may be considered.
Experience: Minimum of 7 years of experience in desktop support, with a minimum of 3 years in a managerial or supervisory role within healthcare IT is required.
Certifications: Relevant certifications such as CompTIA A+, Network+, ITIL, or similar are a plus.
Technical Skills: Strong technical knowledge of desktop support, including hardware, software, and network troubleshooting. Familiarity with healthcare IT systems, electronic health records (EHR), and clinical applications.
Project Management Skills: Proven experience in overseeing IT projects, including resource planning, execution, and delivery. Strong organizational and time management skills.
Communication Skills: Excellent verbal and written communication skills. Ability to effectively communicate technical information to technical and non-technical audiences.
Leadership Skills: Strong leadership and team management skills. Ability to motivate and lead a team of technical professionals.
Problem-Solving: Strong analytical and problem-solving skills. Ability to think strategically and develop innovative solutions to complex technical challenges.
Customer Service: Commitment to providing high-quality customer service. Demonstrated ability to remain calm and professional in stressful situations.
