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Manager, IT Services

Company Name:
Jordan Hospital
Essential Duties and Responsibilities :
1. Manages all critical functions of the IS Support function on a 24/7 basis. This includes on-site hospital support, remote location support as delivered by hospital Network/Infrastructure staff and Support Desk staff.
2. Supervises and facilitates optimal workflow of support request intake processes leveraging existing tools. Uses tools to document ticket trends as requested and indicated to monitor efficiency and productivity.
3. Manages departmental inventory of devices and equipment required to provide service to customers - both inside and outside the hospital.
4. Responsible for assuring adequate staffing levels for all areas of responsibility including on-call rotations as appropriate.
5. Effectively manages staff timekeeping records, annual performance evaluations and ongoing coaching/counseling as appropriate to maximize efficiency.
6. Use sound judgment to resolve problems and/or determine when issues should be escalated to a higher level within the department or to an outside vendor. Involve appropriate staff/leadership when appropriate.
7. Participate in leadership planning sessions regarding strategic planning and goal-setting - providing ideas and suggestions based on expertise and experience. Functions within established policies - suggests new policies required and provides input to them.
8. Coordinates and participates in maintaining a workspace that is uncluttered and free of obstacles which may pose a safety risk, including space management for optimal storage of equipment.
9. Participate in adjunct departmental activities requiring support such as AV support and Telecommunication support. Support existing staff and develop sharing processes for excess AV/Telcom requests.
10. Assist with additional special duties as assigned.
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_It is understood that this is a summary of key job functions and does not include every detail of the job that may reasonably be required._

Experience/Knowledge/Skills Required
1. 8+ years of customer service experience in an Information Technology environment; i.e., IT department, software vendor. Hospital environment preferred.
2. 5+ Years experience managing technical staff
2. 1-2 years experience providing support to MEDITECH users (preferred)
3. Significant knowledge of current Personal Computer technology and Microsoft Office software.
4. Ability to manage and prioritize multiple tasks independently and with sound judgment.
5. Excellent speaking, listening and interpersonal skills.
6. Ability to communicate clearly and understandably with users on the telephone.
7. Proven ability to manage long term technical projects and initiatives
8. Appropriate keyboarding skills to effectively perform position duties.
9. Current, valid Massachusetts driver's license and safe driving record required.
10. Solid understanding of Networking and Networking devices (Cisco, EMC and Firewalls)
Education Required:
Bachelors Degree in Computer Science or equivalent experience and education obtained that demonstrate the necessary skills and abilities to perform this job.
Registration/Certification:
Applicable professional certifications desired.

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