Technology Support Manager - FT - Days
Technology Support Manager
IS Service Desk Support Support
Reviewed by Senior Human Resources Business Partner:
Director of IS Service Desk Support
Approved by Director of Human Resources:
EMPLOYEE’S FULL NAME: ________________________
FLSA STATUS:☐ Exempt☐ Non-Exempt
Our mission is to improve the well-being of those we serve with a commitment to excellence: every patient, every encounter, every time.
Our vision is to create a world-class health system to advance medicine and increase access for the communities we serve by empowering caregivers to heal through compassion, knowledge, innovation, integrated care, and excellence.
The Technology Support Manager assists in managing the daily operations of the Field Services Support team, including support technicians, coordinators, engineers, and analysts. This position will respond efficiently and effectively to escalations for inbound incidents and service requests related to the use of I.T. equipment or applications. The position also is responsible for maintaining a service catalog and managing inventory levels to fulfill requests for I.T. equipment from D.H.R. Health end-users. The effectiveness of this role is measured in terms of increasing customer satisfaction, reporting based on predefined metrics, benchmarks, and delivering services within expected timelines (S.L.A.s).
POSITION EDUCATION/ QUALIFICATIONS:
An associates degree in related technical discipline required
A bachelor's degree in related technical discipline preferred
I.T.I.L Foundation or other technical or customer service-oriented certification(s) is a plus
- 7+ years of experience working in enterprise I.T. support role
- Knowledge of I.T.I.L. best practices
- Skill in organizing resources and establishing priorities
- Proven experience managing, developing, and overseeing a team of technical resources
- Ability to foster a collaborative environment and teamwork
- Good written and verbal communication skills are required
- Strong computer skills required with knowledge of Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook in an Exchange environment
- Hands-on experience with several desktop and mobile operating systems, including (but not limited to) Microsoft Windows 10, Apple macOS, Apple iOS, and Google Android
- Hands-on experience with Microsoft Active Directory objects, including user rights and permissions, organizational units, and groups
- Hands-on experience with software and O/S deployment
- Hands-on experience configuring, modify, diagnosing, and troubleshooting computer hardware
- Working understanding of TCP/IP, O.S.I. model, and subnetting
Promotes the facility's mission, vision, and values by effectively communicating them to others. Considers Mission, Vision, and values in developing services, standards, and practices.
Deliver professional and excellent service to all levels of management and end-users across the organization
Demonstrate exceptional interpersonal skills, with a focus on listening and follow up questions
Present ideas in user-friendly language to non-technical staff and end-users
Own the ITIL Service Management process, including incident, request, problem, knowledge, service level, service catalog, and availability management
Assist in developing and enforcement of service level agreements in consultation with end-users to establish resolution expectations and timeframes.
Utilize service management software to oversee all requests, incidents, tasks, and problems
Act as an escalation point for all requests and incidents. Advise management on situations that may require additional support or escalation
Work directly with other I.S. support teams to ensure prompt resolution to issues
Follow up on urgent tasks to ensure that the proper priority is given and provide status updates to I.S. Leadership and end-users
Manage the process for communicating outages/emergencies to I.S. Leadership
Conduct frequent quality assurance calls with end-users to develop new methods to improve efficiency and customer satisfaction.
Review survey feedback to improve processes and overall client experience
Conduct personnel activities including hiring, evaluating, disciplinary actions, and other personnel actions as required
Manage and take responsibility for the overall direction, coordination planning, assignment, and directing work for I.S. Support team members.
Coach and develop the Support team by defining and implementing an annual training plan, including career development
Prepare team schedules and make adjustments as needed, to provide support for planned upgrades
Maintain an on-call schedule for emergency issues and outages
Monitor and report on the productivity of all I.T. Support team members to Service Desk Support director
Develop and generate metrics, service statistics, and standardize reporting that drives improved customer experience and business outcomes weekly, monthly, or ad-hoc
Manage the hardware product lifecycle.
Maintain and monitor hardware/software inventory database to ensure compliance.
Research solutions or information regarding technical issues
Research, recommend, and implement new tools and services
Oversee and work with the Problem Management team to determine the root cause of issues and communicate appropriately to internal management and customers
Manage and evolve knowledge management to improve efficiency and effectiveness of problem identification and resolution
Build and maintain relationships with other I.S. teams to coordinate various I.T. functions and to obtain training material for support staff
Work to make Service Desk a single source for all I.T. service delivery and incident reporting
Manage vendor relationships as they pertain to daily operational needs
Keep confidential all applicant, client, and verification and company proprietary information
Other duties as assigned
Some evening and weekend work will be required
LINES OF RESPONSIBILITIES:
- Director of I.S. Service Desk
Provide excellent customer service to all D.H.R. customers. All employees are required to attend the D.H.R. C.A.R.E.S program, which outlines the Customer Service Principals, including Compassion, Accountability, Respect, Excellence through Knowledge and Safety & Social Conscience.
Employees must be able to demonstrate the knowledge and skills necessary to provide care appropriate to the age of the patients served in his/her assigned unit. The individual must demonstrate knowledge of principles of growth and development over the life span and possess the ability to assess data reflective of the patient's status and interpret the appropriate information needed to identify each patient's requirement relative to his or her age.
AMERICANS WITH DISABILITIES ACT: (A.D.A.):
A.Essential Duties:Indicated by bold print within performance standards, preceding individually numbered criteria.
The following table provides physical requirements that will be associated with, but not limited to, this position:
Light/moderate lifting up to 20 lbs, from the floor to shoulder height.
Must be able to assist other employees with lifting more than 20 lbs.
Light/moderate carrying up to 20 lbs.
Pulling hand over hand
Reaching above shoulder
Dual simultaneous grasping
Depth Perceptions needed
Ability to see
Operating office equipment
Operating mechanical equipment
Ability to read and write
Ability to Count
Ability to hear verbal communication without aid
Operating Personal Vehicle
Ability to comprehend written/verbal communication
Other: Ability to deal with stress
B.Working Conditions: The individual spends over 95% of his/her time in an air-conditioned environment with varying exposures to noise. There is protection from weather conditions but not necessarily from temperature changes. The position does have low exposure to malodorous, infectious body fluids from patients, and some minimal exposure to noxious smells from cleansing agents.
C.Occupational Exposure: This position has minimal to no exposure to blood, body fluids, or tissues and is an O.S.H.A. Category III (although situations can be imagined or hypothesized under which anyone, anywhere, might encounter potential exposure to body fluids). Person who performs these duties are not called upon as part of their employment to perform or assist in emergency medical care or first aid or be potentially exposed in some other way.
Intelligence: General learning ability: The ability to "catch on" or understand instructions and underlying principles. Ability to reason and make judgments. 3
Verbal:Ability to understand meanings of words and ideas associated with them, and to use them effectively. To comprehend language, to understand relationships between words, and to understand the meanings of whole sentences and paragraphs. To present information or ideas clearly. 3
Numerical:Ability to perform arithmetic operations quickly and accurately. 2
Spatial:Ability to comprehend forms in space and understands relationships of plane and solid objects. Frequently described as the ability to "visualize" objects or two or three dimensions, or to think visually of geometric forms. 2
Form Perception:Ability to perceive pertinent details and objects or in pictorial or graphic material to make visual comparisons and discriminations and see slight differences in shapes and shadings of figures and widths and lengths of lines. 3
Clerical Perception:Ability to receive pertinent details and verbal or tabular material. To observe differences in copy, to proofread words and numbers, and to avoid perceptual errors in arithmetic computation. 2
Motor Coordination: Ability to coordinate eyes and hands to fingers rapidly and accurately in making precise movements with speed. Ability to make a movement response accurately and quickly. 3
Finger Dexterity:Ability to move hands easily and skillfully. To work with fingers in placing and turning motions. 3
Manual Dexterity:Ability to move hands easily and skillfully. To work with hands in placing and turning motions. 3
Eye-Hand-Foot Coordination:Ability to move the hand and foot coordinately with each other in accordance with visual stimuli. 3
Color Discrimination:Ability to perceive and respond to similarities or differences in colors, shapes, or other values of the same or different color. To identify a particular color, or to recognize harmonious or contrasting color combinations, or to match color adequately. 3
I have read and reviewed my job description with my supervisor or designee and I understand the job I am expected to perform.
If applicable ____________ certification will be completed within _________ time frame of hire/transfer date.
Transfer/Hire Date Effective: ________________________.
The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. DHR leadership reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.