Associate Technical Services Manager

Job Functions, Duties, Responsibilities and Position Qualifications:

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Position Summary

The Associate Technical Services Manager provides first line support to internal and external clients for all IT Infrastructure and Application related incidents and requests through request tools, emails and telephone calls.  Acts as escalation point for other Technical Services Technicians and Team Leads. Mentors junior team members. Assigns tickets to the appropriate technology support groups and track them to closure. Advises and assists users in solving problems related to hardware, software, networks and peripherals using available technology. Studies and analyzes systems needs, troubleshoots technical problems and trains users. Advises users on the interpretation of IT reports and report capabilities, limitations, etc. Provides user support, new hire system setups, group metrics and desktop/laptop software evaluations and upgrades. Provides quick response to ensure maximum uptime of all users and performs end user training when necessary.

Essential Functions

Technical Support:

• Communicate with SHUSA leadership and staff on outages, projects/priorities, improving end user experience and relationship building. 
• Understand, Report and Measure Operating Level Objectives (OLAs – internal) and Service Level Objectives (SLAs – external/vendor) using Sonic global standards.  This will include client satisfaction metrics.
• Work with the local lab leadership to assess impact on any and all changes and outages to ensure proper prioritization and escalations take place.
• Assist the Technical Services Manager with the creation of SMART (Specific, Measurable, Achievable, Results-focused and Time-bound) goals for the Technical Services Team.
• Responsible for working with the peer teams in regards to problem management action items and ensuring the tasks are identified, owned, tracked and reported.
• On a monthly basis the Associate Technical Services Manager will work with the regional IT Delivery Managers to schedule and review the status reports.  These reports will be combined into an overview for Sonic Healthcare USA IT executive teams.  The reports will also be used by the Regional teams to discuss service delivery with their respective areas of responsibility. 
• Provides immediate response to technical questions and problems related to hardware, network or application related issues.
• Ensures the Local IT Team provides regular status updates in tickets and the Team is following the proper troubleshooting and escalation process to resolve and close tickets in a timely fashion.
• Ensures feedback on open issues is relayed to clients and IT management.
• Quickly determines the scope and urgency of reported problems.
• Audits the logging and recording of trouble issues to track and ensure that service requests are followed through to resolution.
• Improves support processes and tiers of escalation.
• Ensures site documentation is accurate and stored in a manner allowing access to the IT teams.
• Escalation point for difficult or high impacting IT incidents for particular hardware, software or platform.
• Leads conflict and escalation resolution on major issues pertaining to complex hardware / software systems that have cross-functional impact.
• Looks for ways to automate the deployment of services.
• Analyzes complex business needs and recommends ways to optimize IT policies and procedures in achieving business objectives.
• Advanced understanding of the fundamentals of network and server/desktop administration, installations, upgrades, techniques, tools, materials, and equipment.
• Reports statistics, findings and recommendations to leadership.
• Assists in identifying and implementing process improvements for department.
• Works with vendors and maintenance service providers to diagnose, repair and correct issues for users.
• Ability to troubleshoot difficult network issues before escalation to other technical experts.
• Participates on an on-call basis.
• Installs and maintains complex hardware / software systems and supporting large user groups.
• Analyzes basic business needs and recommends ways to optimize PC hardware resources in achieving business objectives.
• Supports, maintains and