Site Services Lead

Creating a better way. It s more than just the philosophy we were founded on. It s our purpose. For our employees, it means more time with patients. Unrushed visits to build meaningful relationships. And most importantly, an opportunity to empower our patients to achieve their full potential at work and in life. Determined to make a difference? Join our health care revolution and be a part of something better.
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QuadMed is looking for a Site Services Lead to join our IT team! This role will work remotely after orientation and will travel into the corporate office roughly once a week as well as QuadMed health centers nationwide on an as-needed basis.

GENERAL PURPOSE OF JOB
The Site Services Lead encompasses all duties of a Site Services Analyst III at a more advanced level and is responsible for leading technical aspects of the organization, focused on support, maintenance and operations of IT end-user technology services and health center infrastructure. Provides 24/7 support to designated areas and requires a broad understanding of IT systems, related technologies and relevant processes.

This role is ideally filled by someone who is adaptive, organized, strong in project management, has a customer service focus and background in technical infrastructure, networking, hardware and desktop support. The role involves overseeing one or more infrastructure or support teams, fostering a collaborative and positive environment and making decisions that balance the needs of the team and the organization.

Key Responsibilities:

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• Lead and mentor personnel by directing and delegating tasks and managing overall workload of the team.
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• Foster staff growth and career development by completing performance reviews and providing guidance to help team members achieve their career goals.
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• Promote an environment of continuous improvement and world-class customer service to develop and lead team to build Raving Fans through exemplary service and follow through.
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• Accountable for all health center and corporate infrastructure, ensuring uptime, solution delivery, IT inventory and lifecycle management and adherence to site checklists and security protocols.
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• Responsible for annual client infrastructure budget planning, presentation and adherence.
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• Collaborate with IT, Facilities & Implementation and Operations on setting health center hardware/technology/infrastructure standards, RFP proposals, implementations and closures.
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• Facilitate Big Room Planning and Agile functions for the team, including capacity planning, tracking, and workload management, in partnership with Quad and QuadMed IT.
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• Focus on IT Scorecard metrics and mentor team on establishing and performing proper infrastructure monitoring to proactively mitigate issues and maintain uptime.
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• Support the team in troubleshooting and performing root cause analysis to resolve incidents professionally, courteously, timely and dependably for internal QuadMed customers.
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• Perform ticket and request reviews for proper resolution, appropriate duration and escalation, while providing feedback to foster a culture of continuous improvement.
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• Maintain strong partnerships with internal and external hardware and infrastructure providers to ensure proper contract support and SLA adherence.
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• Partner with QuadMed and Quad IT to develop, document, and test health center and corporate-wide downtime and recovery processes.
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• Oversee all aspects of the team s project and specialty services, including, but not limited to WAN link upgrades and reconciliation, managing client budgets and lifecycle as well as the implementation of IT- integrated health center devices and innovative future solutions.
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• Align with IT Leads and Managers on setting team strategy, goals and vision and assist in leading team-building activities.
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• Build strong rapport with clinical Health Center Managers and other key business contacts.
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• Demonstrate ambition to stay current and innovative in both the IT and healthcare fields.
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• Capable of being on-call and providing 24/7, as-needed after-hours support for personnel and team guidance, ticket escalation, C-Suite support and more.
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SCOPE
IT Infrastructure in all QuadMed Health Centers and Corporate QuadMed

JOB REQUIREMENTS
Appropriate education and/or experience may be substituted on an equivalent basis

Education:

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• Bachelor s degree in IT or associate degree in IT with equivalent experience.
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Experience:

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• Minimum eight (8) years experience in a technology field or healthcare IT related field with a minimum of four (4) of those years working in an infrastructure or similar role.
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• Minimum one (1) year leader experience preferred.
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Required Knowledge, Skills & Abilities:

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• Ability to think at both the micro and macro levels as it pertains to devising solutions
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• Advanced communication skills and a demonstrated ability to mentor and/or grow others
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• Advanced knowledge of desktop hardware and networking solutions
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• Advanced knowledge of troubleshooting techniques problem diagnostics, identifies steps and appropriate resources for solutions
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• Strong organizational, analytical, and quantitative skills and can diagnose problems and develop suitable solutions
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• Advanced customer service focus and commitment to continuous improvement
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• Work in cross-functional teams and with a variety of groups including management and executive level partners
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• Meticulous in all aspects of the job and work within deadlines
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• Work independently, be well-organized, work well under pressure, exercise sound judgment, and be flexible and cooperative
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• Comfortably handle sensitive data and situations while exemplifying QuadMed's security and privacy standards, fostering a culture of compliance within the team, and exercising discretion in a medical environment where personal health information (PHI) exists. Must adhere to QuadMed s privacy and security policies, compliant with HIPAA/HITECH and other federal and state laws.
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Preferred Knowledge, Skills & Abilities:

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• Experience managing projects and ensuring a high degree of success.
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• Working with or supporting controls defined by industry standards such as HiTrust and SSAE 16 SOC2.
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• Experience defining, documenting and implementing policies and procedures.
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• ITIL Proficiency: Information Technology Infrastructure Library.
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• Support of large, enterprise level, IT initiatives.
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• Experience with Enterprise EMR/ERP solutions.
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• Strong working knowledge of Agile Framework and related concepts.
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• Defining and implementing SLAs and metric targets.
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• Proven ability to work successfully with diverse populations and demonstrated commitment to promote and enhance diversity and inclusion.
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