Manager IT Field Support

Your job is more than a job

The Manager of IT Field Support ensures high quality, system-wide support and maintenance of end-user computing technologies including desktop workstations, printing, mobile networked devices, and voice over IP device sets. The responsibilities of this position include a variety of supervisory, administrative, and technical work related to the coordination, control, and maintenance of end-user computing technologies within the organization to ensure compatibility and integration with Information Technology strategies. This position is directly responsible for the day-to-day oversight and supervision of IT Technical End User computing staff located across the enterprise.

GENERAL DUTIES

Leadership and Direction:

• Provides input in the development of short- and long-range plans; collects, interprets, and prepares data for studies, reports, and recommendations. Coordinates department activities with other departments and agencies as needed.
• Provides continuous feedback to intended audiences regarding priorities and status of work being performed.
• Supports the implementation of core competencies, frameworks, and processes.
• Inspects work for exactness and conformance to policies and procedures.
• Maintains availability 24/7 for escalation and/or issue mitigation.
• Consistently drives continuous improvement processes to meet or exceed defined service level targets.
• Prioritizes and assigns resources supporting technology and technology-supported projects, ensuring assigned tasks are met on time and within budget.
• Ensures staff remain current with required certifications and knowledge necessary to efficiently support assigned technologies.
• Drives accountability through timely delivery of assignments and tasks, delegating support issues to the appropriate staff as necessary.

Expense Management:

• Assures assigned areas of responsibility are operating within budget. Monitors cost to assigned areas to assure sound fiscal control; prepares annual budget requests. Ensures effective and efficient use of budgeted funds, personnel, materials, facilities, and time.
• Participates in the budgeting process.
• Oversees work schedules and workflow. Analyzes and standardizes procedures to improve efficiency and effectiveness of operations.

Communication / Documentation:

• Issues written and oral instructions. Assigns duties and inspects work for exactness, neatness, and conformance to policies and procedures.
• Maintains harmony among workers and resolves grievances; performs or helps subordinates in performing duties. Adjusts errors and complaints.
• Prepares status reports as necessary.
• Prepares and controls agendas for meetings. Organizes and consolidates required reports, and monitors and reports the overall productivity and efficiency.
• Ensures appropriate processes are in place to notify of major outages and relevant issues.
• Ensures documentation is maintained support the design goals and objectives, thorough and accurate depiction of technical architecture and design, and complete inventory of assets supporting the enterprise.
• Ensures accountability through timely follow through and escalation as required.

Intradepartmental Duties:

• Establishes and maintains effective partnerships with other departments, groups, and personnel with whom work must be coordinated or interfaced.
• Actively promotes and supports performance improvement initiatives (i.e., participates in ongoing education, cultural change initiatives etc.).
• Maintains effective relationships with internal and external business leaders, vendors, and staff as required.
• Ensures the business-driven priorities supported by projects are clearly translated throughout the department to ensure alignment through effective implementation.

Other duties as required:

• Demonstrates and actively promotes compliance with all state and federal regulatory and accrediting agencies (i.e., patient safety, infection control, HIPAA etc.).
• Adheres to policies and procedures, as well as the Code of Conduct and all laws and regulations. Performs duties in an ethical manner.
• Performs other required duties as assigned.

EXPERIENCE QUALIFICATIONS

• 9 years of relevant experience with High School Diploma, OR
• 7 years of relevant experience with Associate's Degree in related field of study, OR
• 5 years of relevant experience with Bachelor's Degree in related field of study.
• Required: 2 years of experience managing technology teams.

EDUCATION QUALIFICATIONS

• Required: High School Diploma/GED or equiva