Responsible to rapidly resolve technical issues that are reported through the Western Reserve Hospital support number and ticketing system. The position requires a hands-on technical leader who is responsible for delivering a high degree of support experience and customer service for medical staff, employees, and our external partners. The manager is expected to get into the weeds at times with complex technical issues while thinking about the big picture and providing training of staff. The manager needs to have strong leadership and communication skills which lead to their team exceeding performance expectations.
Education and Training

• High school graduate or equivalent.
• Bachelor's degree in Information Technology or similar field is preferred. Equivalent work experience may be substituted.
• 5 years working with Microsoft systems software is required; certifications are a plus.
• A and Network certifications are a plus.

Experience

• Five years working in an enterprise-scale IT environment (1000 computers, multiple sites) to have included experience installing, configuring, customizing, upgrading, testing, and troubleshooting all types of hardware and software.
• Experience with Microsoft Windows, Active Directory, and Group Policy.
• In depth knowledge of desktop, laptop, and printer hardware required.
• Three-five years experience in a leadership role to have included project management. Staff management experience preferred.

Other Skills, Competencies and Qualifications

• Ability to analyze complex systems problems and provide solutions.
• Capability to work with organization leadership and end-users, determine their needs and communicate solutions to IT&S departments and outside software vendors.
• Flexible, self-motivated, and always looking for better tools for diagnosing and fixing problems.
• Strong customer service skills.