Job Description

The Manager of Support is responsible for leading the Support team with amazing customer service skills and bedside manner as measured by Customer Satisfaction Surveys. Is responsible for overseeing a Tier 1 Support team that provides 24x7x365 Tier 1 Client Systems, Network and Clinical Engineering, and General IT Support. Accountabilities minimally covers service desk support, as well as support of physical data centers. Works with organizations supported to establish performance metrics to ensure needs are being properly met. Is responsible for monitoring and analyzing performance metrics and sharing results with users. Organizes and coordinates the activities associated with the Support Team.

Responsibilities

Responsible for Support team.

Ensures that the Support Desk team remains competent in their areas of responsibilities.

Plans, develops, organizes and implements technology appropriately, meeting the needs of the organization.

Ensures that the Support team is supporting other MIS departments through proper triaging of incidents and requests, documenting steps taken and proper escalation of tickets.

Ensures that the Support team is providing excellent End User training and support.

Ensures IT related deployments and implementations provided by the support team.

Demonstrate knowledge, skills, and ability to consistently complete job duties. Follow policies and procedures.

Participates in Contract Reviews and Negotiations.

Participates in reviewing maintenance contracts

Ensures that the Support team meets deadlines set by project plans.

Accomplishes personal tasks with minimum supervision. Able to handle multiple projects and priorities as needed. Reviews teams open work and manages the work appropriately.

Uses HPSM to document work and work processes.

Possess communication skills necessary to promote Organizational opportunities.

Ensures that the Support team is committed to high quality CUSTOMER SERIVCE, focusing on all the user's needs.

Collaborates with other IT leaders to ensure that the customer has an excellent experience and has been appropriately and professionally maintained

Ensures that all service requests for the Support team are met in a timely, cost effective manner.

Ensuring that customers are advised and followed up with on inquiries and problems involving IT issues, keeping the customer always informed.

Displays and promotes a positive public relations approach to staff, physicians, patients, family and public.

Routinely recognizes opportunities and acts to enhance department communication and image.

Maintains a flexible schedule and is willing to accept assignments to help the department achieve its service needs.

Keeps personal work area neat and organized.

Recognize staff for appropriate accomplishments.

Takes ownership and responsibility for technical issues presented to the Service and Support team.

Maintains statistical reports on all aspects of the team, measuring and reporting on all pertinent data.

Provide management with accurate, complete, and timely submission of required progress reports, forecasts, quotations, budgets, rates, etc.

Participates in process improvement activities.

Reviews HPSM tickets, making certain that the Service level agreements are being met.

Provides performance feedback and establish development plans for each member of staff throughout the year.

Communicates to department/Manager/Customer any problems in meeting deliverables before deadlines.

Promotes and ensures that the Service and Support team provides high quality work for the end users.

Must complete 80 hours of approved Continuing Education (classes, seminars, reading job related information, service training, etc). Two approved leadership books should be read throughout the year. A summary report should be submitted describing what was learned. This will account for 20 hours toward the 80 hours of approved education. Must maintain reliable, up-to-date, information from government and other sources.

Submits an annual learning plan. Maintains a record of individual practice and continuing education. Attends at least 80% of the department meetings during the year.

May perform other duties as assigned or requested and job specification can be modified or updated at any time.

Manage the overall service desk activities, including team leads/coordinators for Service Desk Pillars such as Accounts/System Access, Network/Connectivity, Clinical Apps, General IT, and Knowledge Management teams.

Act as a further escalation point for the supervisor(s)

Report to senior managers on any issue that could significantly impact the business.

Attend and conduct weekly Change Advisory Board meetings

Take overall responsibility for incident management and request fulfillment on the Service and Support team.

Produce statistics and management reports

Representing the Service Desk at meetings

Arranging staff training and awareness sessions

Assist Service Manager in the development, implementation, and evaluation of individual and team Service and Support metrics in order to align with IT leadership objectives.

Assist Service Manager in the development of procedures for incident triage and management, providing sound analysis and leadership.

Assist in driving, measuring and improving information and experience through Service Delivery and Incident Management.

Work to identify ways to automate and employ self-service to save time for colleagues and support groups.

Manage IT Services-specific systems, including support ticket system, customer service satisfaction and KPI's, organizational knowledge base, and incident.

Ensures proper monitoring of Centra Data Center.

Qualifications

Required Education: Bachelors Degree in Computer Science, Information Systems or Technical institute degree OR 10 years in equivalent technical support work experience (including minimum 2 years of leadership experience)

Required Experience: 5 to 10 years of IT work experience. Requires prior management, supervisory, or team leader experience General knowledge of desktop support General knowledge of network and infrastructure support General knowledge of Clinical Engineering and Biomedical Support Excellent organizational, written, and oral communications skills

Required Certifications and Licensures: Virginia driver's license

Preferred Certification & Licensures: HDI- SCTL or above ITIL - Foundations or above KCS Principles PMP