Manager Enterprise Systems

We are seeking a highly skilled and experienced Manager of Enterprise Systems to join our healthcare team. In this role you will be the Service Owner for specified services identified in the Business and Technical Service Catalog. In the role of Service Owner, the position is expected to maintain performance within agreed upon service levels, manage and develop service, continuously improve the quality of service, and work with Leadership to implement and retire services. To provide support for Microsoft production systems by planning, managing, and maintaining an effective information systems network of users and managing the production activities of the system including education, training and utilization.
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Job Duties & Responsibilities
•    Network Design & Architecture: Develop, maintain, and optimize the hospital’s LAN, WAN, wireless, and cloud-connected network infrastructure, ensuring scalability, security, and high availability for clinical and administrative environments. 
•    Team Leadership: Supervise, mentor, and grow a team of network engineers and support technicians, fostering professional development, collaboration, and operational excellence. 
•    Project Management: Lead or participate in cross-functional projects such as network upgrades, expansions, migrations, and new technology deployments. Manage resources, timelines, and budgets to deliver initiatives successfully. 
•    Security & Compliance: Implement robust security measures including firewalls, intrusion prevention, access controls, and monitoring tools. Ensure compliance with HIPAA, HITECH, and other relevant regulations and standards. 
•    Incident Response & Troubleshooting: Oversee prompt response to network incidents, outages, and performance issues. Coordinate troubleshooting and resolution, root cause analysis, and preventive action planning. 
•    Vendor & Contract Management: Evaluate, select, and manage relationships with network hardware and service vendors; oversee contract negotiations, renewals, and service-level agreements. 
•    Capacity Planning & Performance Optimization: Analyze network traffic and usage patterns; proactively plan for future growth, upgrades, and evolving healthcare technology requirements. 
•    Documentation & Training: Maintain detailed documentation for network architecture, configurations, procedures, and policies. Develop and deliver training materials and sessions for IT staff and hospital personnel. 
•    Collaboration: Work closely with clinical teams, hospital administrators, application specialists, information security, and other stakeholders to ensure network services align with patient care, research, and operational objectives. 
•    Innovation: Stay abreast of emerging technologies, best practices, and healthcare trends. Evaluate and recommend new solutions that enhance hospital network reliability, performance, and security.
•    Allocates appropriate personnel and resources to ensure delivery of consistent, high-quality service.
•    Oversees the daily operations of the service, ensuring compliance with policies and procedures and service agreements.
•    Manages services throughout the service lifecycle, including creation and deployment of new services, and enhancements and retirement of existing services.
•    Establishes and implements short and long-range goals, objectives, policies and operating procedures for the service that link to IS priorities; set appropriate stretch goals and stay focused to persistently drive to meet or exceed those goals.
•    Gathers and analyzes data, reports and customer satisfaction levels to monitor service and performance and ensure achievement of SLA metrics/goals; recommend service, delivery and process improvements and enhancements.
•    Promotes process efficiency by working with team to reduce unnecessary steps and delays or develop more effective processes.
•    Represents the service in the Change Control process by determining potential impacts to the services as well as mitigation actions required to minimize impacts.
•    Establishes and maintains service entry in the Service Catalog and ensure ongoing accuracy of entry.
•    Coordinates and manages services across functional areas by collaborating with other service owners in the resolution of operational issues and requests to ensure consistent, high-quality service to customers.
•    Collaborates with Process Owners and ensures high quality and frequent communications throughout the Service Management Lifecycle.
•    Promotes effective communication with the Integrated Service Desk for First Call Resolution.
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