Manager, IT Support Services

Job Description Summary

The Manager of IT Support Services position reports to the Executive Director, Technology and is responsible for delivering a standardized customer support and service experience, utilizing contemporary tools, processes and technology (e.g., IT self-service support portal, call routing and reporting, contemporary contact services, desktop equipment and peripheral devices, etc.). This position is responsible for ensuring the smooth operation of a team of colleagues whose primary function is to facilitate contact center services (e.g., call handling, code communications, paging and medical answering services), IT service desk functions, and delivery of IT field support services. This position requires an individual with strong leadership experience, who is customer-centric, foster positive relationships with our client, and has the ability to manage and prioritize various complex customer service related requests/issues. This position will set baseline metrics for call center statistics, service level objectives, and other key customer-service performance indicators, to ensure service and quality levels are achieved.

Job Description

Key Responsibilities:

• Manage customer service functions, including the Customer Care Center, IT Service Desk, and IT Field Support teams.

• Work closely with IT Leadership, colleagues and internal/external stakeholders to deliver best-in-class contact center, IT operations and support, including definition/ongoing reviews of call statistics, call-handling details, service desk and field support work queues, to meet service level agreements (SLAs) or service level objectives (SLOs).

• Interact with customers on a regular basis, responding to their questions and guiding them to the appropriate service.

• Responsible for managing projects, annual maintenance / support agreements, and other operational expenses to budget.

• Prioritize and schedule work within the IT Support Services functions, ensuring all colleagues continue to be professionally developed and no knowledge silos exist within the team.

• Embrace and/or adopt industry best practices in contact center operations, IT service management and delivery (e.g., ITIL) processes.

• Manage relationships with key IT partners, including outsourcing and contracting relationships.

• Define and implement new or update existing policies and procedures to support the Health System contact center, service desk and field support requirements.

• Collaborate with Information Security Officer (ISO) to ensure adherence to information security policies, guidelines and standards are met.

• Develop, select and maintain desktop and peripheral equipment standards to support Health System requirements. Develop, select and maintain desktop and peripheral equipment standards to support Health System requirements.

• Responsible for processing and ordering IT equipment, maintaining a reasonable hardware refresh lifecycle and setting par-levels for commonly used equipment, to support a sparing strategy.

• Manage colleagues, including supervision, scheduling, and colleague development, evaluation, and performance management.

• Manage the deployment, monitoring, maintenance, development, lifecycle, upgrade, and support of field support services and infrastructure.

• Provide technical and project management for IT support services ensuring on time and on budget completion.

• Respond to inquiries from colleagues, administrators, service providers, site personnel and outside vendors, to provide technical assistance and support, in a timely manner.

• Participates in continued learning and possess a willingness and ability to learn and utilize new technology and procedures that continue to develop in their role and throughout the organization. Embraces technological advances that allow us to communicate information effectively and efficiently based on role.

Job Requirements:

Bachelor’s degree in computer science, Information Technology or other technical field preferred.  
Minimum Work Experience:
5 years’ experience in customer service and IT support
3 years’ Leadership and management experience.  
ITIL, Lean, or Six Sigma Training, certification or experience preferred.
Experience managing enterprise desktop environments and related infrastructure in a Healthcare setting.
Experience with Epic Implementation and supporting all aspects of Epic related devices and peripherals is highly desired.
Experience with support and maintenance of Windows-based desktop operating systems and Virtual Desktop Infrastructure (VDI) platforms.
Experience with various desktop hardware equipment (HP, Lenovo), mobile devices / smartphones (Apple and Android based) and significant experience with Enterprise/Mobile Device Management tools (AirWatch), and thin client technologies (Dell/Wyse Thin Clients).

Knowledge, Skills & Abilities:

• Excellent verbal and written communication skills

• Proficiency with Microsoft Office Suite (e.g., Word, Excel, PowerPoint)

• Demonstrated success developing and leading a high performance IT team, and raising the maturity level of the function.

• Strong communications skills including the ability to build relationships, proactively and effectively communicate with project teams and key clinical stakeholders, including business services, nurses and physicians.

• Flexible team player with strong project management and organizational skills (multi-tasking) with ability to establish and achieve goals and maintain timelines.

• Personal transportation for local travel between SSHS sites.

• Participate in on-call coverage as assigned.