Sr Manager- Clinical Health IT Support

Job Description

This mission-critical role, under the general direction of the Director of IT Service Management, plans, organizes, and manages the daily operations of the desktop support team within a clinical and hospital environment. The Senior Manager will ensure that all desktop support activities are aligned with the hospital's and or clinic’s policies and procedures, and will communicate effectively with senior leadership, other departments, and partners while maintaining confidentiality. This position requires self-motivation, creativity, and the ability to function in a semi-autonomous role within a fast-paced and dynamic environment.

Responsibilities

• Manage and direct the day-to-day activities of the desktop support teams, including prioritization of work, coordination of resources, and ensuring the timely resolution of deliverables such as incident resolution, service requests, and project implementation.
• Maintain professional growth and development and keep abreast of the latest trends in clinical IT systems adoption and clinical support.
• Provide management and direction to staff on all desktop-related projects, meeting regularly with staff to review project activities and assist with solving project-related, operational, and technical problems as needed.
• Review, define, and support improvement efforts and key business processes for the desktop support team.
• Monitor and analyze support metrics to identify trends and areas for improvement.
• Maintain and update documentation related to desktop support processes and procedures.
• Manage and mentor a team of desktop support technicians, providing guidance and professional development opportunities.
• Other duties as assigned.
  
  

Qualifications

• Advanced knowledge of Microsoft Office (Word, Excel, and Outlook) and both PC and MAC software, hardware, operating systems, and network environments.
• Ability to demonstrate advanced knowledge of concepts, practices, and policies with the ability to use them in complex varied situations.
• Strong verbal, written, and interpersonal communication skills with the ability to direct, motivate, and lead others.
• Ability to coordinate the diverse components of the project by quality project planning, execution, and change control to achieve the required balance of time, cost, and quality.
• Must be able to communicate relevant computer technical processes and terms to non-technical users.
• Familiarity with EPIC Electronic Medical Records (EMR) is required. Certification in EPIC Client System Administration is Preferred.
  
  

Required Skills

Eight (8) years related experience to include five (5) years in a management role is required.