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About Duke Health Technology Solutions
Pursue your passion for caring and innovation with Duke Heath Technology Solutions, which is dedicated to the transformation, development, and management of enterprise information technology solutions across Duke Health. By harnessing the power of innovative technologies like cloud computing and artificial intelligence — and pairing them with a forward-thinking approach — Duke Health Technology Solutions is revolutionizing the future of health care at Duke Health and beyond.

Location: Duke Regional and surrounding ambulatory clinics

Primary role:

This position reports to the Sr. Manager of the DHTS Customer Service Center and will be primarily responsible for the leadership of DHTS personnel at the Duke Regional Field Service Team. The supervisor provides communication and direction in the support and maintenance of the CSC functions and maintains liaison with DHTS management and customer representatives.

The device support team has the day-to-day responsibilities for configuring, implementing, and supporting approximately 26,000 devices and 30,000 customers based on the Geographical Support Model. This group also provides technical support and consultative/implementation services to all Duke Health Enterprise (DHE) departmental workstations and peripherals.

Essential tasks/responsibilities:

• Manage projects and tasks for a team of analysts in support of the above role
• Provide technical and strategic leadership to the team
• Work with the management team to develop a strategic vision
• Manage the integrity of the Asset Records
• Manage daily huddles for each shift, reporting any issues to the next level for support
• Manage the day-to-day staff activities and assignments
• Support any go-lives or project initiatives that require after-hours support
• Monitor staff project progress and report status and metrics
• Evaluate requests for service and prioritize and assign resources to maximize customer satisfaction
• Assist in all personnel management functions, including hiring, firing, and personnel evaluations and performance reviews, including disciplinary action when required
• Ability to travel to the different entities for one-on-one coaching/leadership
• Perform other related duties incidental to the work described herein
• Provide Analyst Support when gaps in coverage
• Manage any MIPs, and downtime from a Service Desk/Device Support perspective and report accordingly.

 Preferred Qualifications

Bachelor's degree in a related field, or four years of equivalent technical experience required.

Experience Required: Prior management experience in a technical field 3 to 5 years of related customer support experience (focusing on technologies currently in use in our environment).

Preferred: Health profession and /or Duke experience, ITIL Foundations, Six Sigma, Service Now CMDB.

Special competencies/credentials:

Required: Knowledge and experience with health care information systems; excellent communication and interview skills; excellent interpersonal and team skills; ability to work independently; good organizational/time management skills; demonstrated competency in management skills.

Preferred:

Technical knowledge relevant to the clinical environment

Service Now Incident Mgmt./Asset Mgmt.

ITIL (Information Technology Infrastructure Library)

Six Sigma Yellow/Green Belt

Required Qualifications at this Level

Education/Training

Bachelor's degree in a related field, or four years of equivalent technical experience required.

LICENSURE/CERTIFICATION:

Credential requirements will vary, depending on the work area.

Experience

IT MANAGER: Five years of directly related experience is required.

Skills

IT MANAGER:

• Keeps current on new industry trends in a specific discipline and applies learnings to assignments.
• Takes personal responsibility for taking action on projects that result in solutions that truly address customer needs.
• Understands when to request supervisor involvement in programming-related matters.
• Considers the impact on others and current processes within discipline before taking action.
• Adapts individual work style and reprioritizes assignments as changes in department or project goals or requirements are communicated.
• Independently completes complex tasks and portions of larger projects.
• Identifies and uses appropriate resources to accomplish tasks and build individual and team knowledge.
• Suggests new approaches to accomplishing individual responsibilities or team assignments.
• Accomplishes assignments/project objectives by keeping people focused on the solution and the team informed of project status.
• Shares information and solicits input and ideas from other team members.
• Persuades team members to use different work steps/methodologies to accomplish assignments.
• Promotes the goals of the initiative, setting aside departmental or functional biases to achieve objectives.
• Delivers systems or programs that are completed on time and within budget.
• Self-motivated and focused on delivering quality work even when faced with difficulties or over a longer-term project.
• Possesses advanced knowledge and proven application of it within a specific discipline.
• Provides assistance to project team members in accomplishing technical or programming-specific tasks.
• Independently completes complex tasks and portions of larger projects. Realistically evaluates own progress against expectations/goals and takes necessary actions to address developmental needs or performance issues.
• Develop realistic project plans for assigned tasks or portions of larger projects and modify plans as requirement changes are communicated.
• Obtains necessary information/data to complete assignments independently or as part of a project team.
• Understands client/project issues to develop moderately complex solutions within a single discipline.
• Develop strong working relationships with colleagues and/or project team and customers to effectively complete team goals and objectives.
• Builds strong working relationships with members of his/her team and interacts and establishes relationships with individuals in other teams or departments as needed.
• Identifies key issues, analyzes cause/effect relationships, and seeks ideas and suggestions from those who can contribute and are affected.
• Develops solid working relationships with colleagues, customers, and across project teams to effectively achieve functional/project goals.
• Builds strong working relationships with members of his/her team and those within other relevant teams, departments, or disciplines.

• Keeps team focused on goals and addresses issues to ensure good working relationships are maintained.

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.