Work Shift:

Capital Health is the region's leader in providing progressive, quality patient care with significant investments in our exceptional physicians, nurses and staff, as well as advance technology. Capital Health is a five-time Magnet-Recognized health system for nursing excellence and is comprised of 2 hospitals. Capital Health Medical Group is made up of more than 250 physicians and other providers who offer primary and specialty care, as well as hospital-based services, to patients throughout the region.

Position Overview:

IT Assistant Manager Technical Operations

JOB CODE:15823

FLSA Exemption Status: Exempt

SUMMARY (BASIC PURPOSE OF THE JOB)

Under direction of the IT Manager Desktop Ops Support, is responsible for providing leadership and operational oversight to specific functional areas within the IT infrastructure team. Collaborates closely with the Manager to ensure seamless operations, optimal performance, and exceptional customer service across designated teams. Oversees day to day operations and supervises all staff within assigned area.

MINIMUM REQUIREMENTS

Education: High School diploma or GED. Bachelor's degree in information technology, computer science, or a related field preferred.

Experience: Three years of experience in IT operations, with demonstrated proficiency in desktop support, audio visual media, and mobile device management. Prior experience in a leadership or supervisory role preferred.

Other Credentials:

Knowledge and Skills: Strong technical skills and knowledge of IT infrastructure components, including hardware, software, and networking. Proven troubleshooting skills. Knowledge of and adherence to IT policies and processes to ensure consistent quality of service. Project management skills. Exceptional customer relationship and consensus building skills. Ability to prioritize tasks, delegate responsibilities, and work effectively in a fast-paced environment.

Special Training:ITSM certification, A+ certification, or Microsoft MCP or higher preferred. Training in personal computing or networking.

Mental, Behavioral and Emotional Abilities:Ability to establish effective working relationships in a diverse organization; flexible in adapting to clients changing needs. Ability to work independently and exercise sound judgment in managing a diverse technical staff.

Usual Work Day: 8 Hours  

ESSENTIAL FUNCTIONS

• Works closely with manager to execute strategic directions to enhance overall operations of IT Department.
• Maintains communication with end users and information systems team during preliminary task and problem detail through follow up after completion according to information systems protocol. Maintains objectivity and detailed technical descriptions when documenting problem resolutions at all times.
• Provides guidance, mentorship, and supervision to a designated team of IT professionals, including desktop support technicians, audio visual media specialists, and mobile device technicians.
• Oversee day-to-day operations of assigned functional areas, ensuring adherence to established policies, procedures, and service level agreements.
• Manages and prioritizes desktop support activities, including troubleshooting, hardware and software installations, and user assistance, to ensure timely resolution of issues and minimal disruption to end-users.
• Supervises the maintenance and operation of audio-visual media equipment and systems, including conference room setups, video conferencing solutions, and multimedia presentations.
• Leads efforts related to mobile device management, including deployment, configuration, security, and troubleshooting of mobile devices such as smartphones and tablets.
• Assists in overseeing data center operations, including monitoring equipment, managing power and cooling systems, and coordinating hardware maintenance activities.
• Monitors key performance indicators (KPIs) and metrics for assigned operational areas, identifying trends, issues, and opportunities for improvement. Prepare regular reports and updates for management review.
• Collaborates with vendors and service providers to procure necessary equipment, tools, and services. Ensure vendor compliance with contractual obligations and service level agreements.
• Facilitates training sessions and knowledge-sharing activities to enhance the skills and capabilities of team members. Encourage continuous learning and professional development within the team.
• Performs other duties as assigned and possesses a willingness to adapt to changing department demands.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

Frequent physical demands include: Sitting , Standing , Walking , Climbing (e.g., stai