Team Leader II North Shore Medical Center
Posted on :
08-04-2025
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1 Vacancy
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Job Description
Partners HealthCare is an Equal Opportunity Employer & by embracing diverse skills perspectives and ideas we choose to lead. All qualified applicants will receive consideration for employment without regard to race color religious creed national origin sex age gender identity disability sexual orientation military service genetic information and/or other status protected under law.
As a notforprofit organization Partners HealthCare is committed to supporting patient care research teaching and service to the community by leading innovation across our system. Founded by Brigham and Womens Hospital and Massachusetts General Hospital Partners HealthCare supports a complete continuum of care including community and specialty hospitals a managed care organization a physician network community health centers home care and other healthrelated entities. Several of our hospitals are teaching affiliates of Harvard Medical School and our system is a national leader in biomedical research.
Were focused on a peoplefirst culture for our systems patients and our professional family. Thats why we provide our employees with more ways to achieve their potential. Partners HealthCare is committed to aligning our employees personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal developmentand we recognize success at every step.
Our employees use the Partners HealthCare values to govern decisions actions and behaviors. These values guide how we get our work done: Patients Affordability Accountability & Service Commitment Decisiveness Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion Integrity & Respect Learning Continuous Improvement & Personal Growth Teamwork & Collaboration.
At least 3 years experience managing a technical team
BS in Computer Science or equivalent work experience
Hands on experience in Helpdesk and field support preferred.
At least 5 years indepth experience with Microsoft desktop operating systems
Experience with Microsoft Suite of Applications desired
Hands on experience with technology strongly preferred
Valid Drivers License and transportation required.
Skills/Abilities/Competencies Required (MUST be realistic neither overstated nor understated and related to the essential function of the job).
Demonstrated management skills
Excellent project management skills
Ability to multitask and prioritize work requirements and operational issues.
Excellent interpersonal and communication skills
Able to lead projects of small to mid size of complexity with only general oversite management.
Excellent problem solving skills and able to quickly diagnosis issues. Can analyze problems effectively and efficiently 95 accuracy) to plan and develop solutions to individual projects of major complexity independently.
Is frequently required to advise and provide direction to junior staff.
Knowledge of Operating Systems including but not limited to Windows XP/7 Intel based PC hardware HP laser printers Macintosh hardware and software solutions basic data communications networking equipment including hubs and cabling infrastructure LAN and Internetworking protocols.
In depth knowledge of standard software suites including but not limited to MS Office MS Internet Explorer SmartTerm and other Terminal Emulation packages MS Exchange Mail/Outlook and Citrix.
Excellent listener to customer requests excellent understanding of customers business need and generally able to do what the customer needs rather than just what the customer asks.
Exercises considerable discretion and independent judgment
Ability to work under pressure
Ability to lead and motivate others under pressure
Followsup with customers requests/problems in a timely manner. Maintains a sense of urgency about his/her work.
As a notforprofit organization Partners HealthCare is committed to supporting patient care research teaching and service to the community by leading innovation across our system. Founded by Brigham and Womens Hospital and Massachusetts General Hospital Partners HealthCare supports a complete continuum of care including community and specialty hospitals a managed care organization a physician network community health centers home care and other healthrelated entities. Several of our hospitals are teaching affiliates of Harvard Medical School and our system is a national leader in biomedical research.
Were focused on a peoplefirst culture for our systems patients and our professional family. Thats why we provide our employees with more ways to achieve their potential. Partners HealthCare is committed to aligning our employees personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal developmentand we recognize success at every step.
Our employees use the Partners HealthCare values to govern decisions actions and behaviors. These values guide how we get our work done: Patients Affordability Accountability & Service Commitment Decisiveness Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion Integrity & Respect Learning Continuous Improvement & Personal Growth Teamwork & Collaboration.
Reporting to the Corporate Manager of Technical Services and Operations (TSO) the Team Lead II will manage the Workplace Computing (WC) team lead along with Network Administrator position. These positions provide technical support to the Salem Union Danvers and Offsite locations; together this community of providers is referred to as North Shore Medical Center (NSMC). Duties will include managing the Workplace Computing Team Leads and providing professional leadership and Project Management for activities directly related to end user support and the deployment of technology into the clinical workplace.
The candidate will proactively evaluate and implement team processes and procedures to optimize team productivity while overseeing staff training coaching planning and daytoday operations. The Team Lead II is responsible for ensuring that the team delivers appropriate solutions in a timely fashion and that the services provided are well aligned with the users clinical and business objectives
The candidate will proactively evaluate and implement team processes and procedures to optimize team productivity while overseeing staff training coaching planning and daytoday operations. The Team Lead II is responsible for ensuring that the team delivers appropriate solutions in a timely fashion and that the services provided are well aligned with the users clinical and business objectives
Provides leadership and guidance for Workplace Computing team lead and the Network Administrator.
Promotes and encourages staff to provide great customer service to all of our customers both internal and external.
Continues to improve operations for the End User Services team via new ideas and methods.
Increase the visibility of the End User Services team with critical care areas through the use of methods such as rounding.
Oversees team leads in training coaching organizing planning and staffing operations.
Proactively evaluates and implements team processes and procedures to optimize team productivity
Defines and maintains policies and procedures for troubleshooting for team staff. Works with other Partners IS support groups as appropriate to develop proper support procedures for hardware software and infrastructure.
Implements process and procedures to improve process and workflow within team and throughout the IS department
Provides escalation path for users with issues and researches outstanding issues. Acts as point of escalation for customer satisfaction issues
Develops reviews and tracks service level agreements on a regular basis to continually increase customer satisfaction
Establishes metrics to evaluate the teams performance as compared to service level agreements other organizational measures and support continuous improvement activities. Prepares management reports
Provides career conversations ontime performance reviews and technical direction for support staff. Submits to Corporate Manager for 2nd level approval as needed.
Ensures that all members of the End User Services team are being appropriately staffed informed supported trained guided and evaluated
Participates in EUS team lead on call rotation.
Develops a strategy and roadmap for various help desk and field support services including audio/video support remote assistance and software installations
Creates and maintains training curriculum.
Interacts with other NSMC IS Team Leaders to resolve difficult technical issues
Works with other Partners Team Leaders and departments to optimize project deliverables.
Performs personnel actions including but not limited to hiring promotions performance appraisals disciplinary transfers and vacation schedules.
Participates and assist in driving the knowledge management process.
Occasional after hours and weekend work to perform tasks that cannot be done during business hours
Backup for Corporate Manager at meetings as needed.
Fill in where needed TSO Team Lead role during sick or vacation time of TSO peers
Other related duties as assigned
8 or more years experience in healthcare and/or technologyPromotes and encourages staff to provide great customer service to all of our customers both internal and external.
Continues to improve operations for the End User Services team via new ideas and methods.
Increase the visibility of the End User Services team with critical care areas through the use of methods such as rounding.
Oversees team leads in training coaching organizing planning and staffing operations.
Proactively evaluates and implements team processes and procedures to optimize team productivity
Defines and maintains policies and procedures for troubleshooting for team staff. Works with other Partners IS support groups as appropriate to develop proper support procedures for hardware software and infrastructure.
Implements process and procedures to improve process and workflow within team and throughout the IS department
Provides escalation path for users with issues and researches outstanding issues. Acts as point of escalation for customer satisfaction issues
Develops reviews and tracks service level agreements on a regular basis to continually increase customer satisfaction
Establishes metrics to evaluate the teams performance as compared to service level agreements other organizational measures and support continuous improvement activities. Prepares management reports
Provides career conversations ontime performance reviews and technical direction for support staff. Submits to Corporate Manager for 2nd level approval as needed.
Ensures that all members of the End User Services team are being appropriately staffed informed supported trained guided and evaluated
Participates in EUS team lead on call rotation.
Develops a strategy and roadmap for various help desk and field support services including audio/video support remote assistance and software installations
Creates and maintains training curriculum.
Interacts with other NSMC IS Team Leaders to resolve difficult technical issues
Works with other Partners Team Leaders and departments to optimize project deliverables.
Performs personnel actions including but not limited to hiring promotions performance appraisals disciplinary transfers and vacation schedules.
Participates and assist in driving the knowledge management process.
Occasional after hours and weekend work to perform tasks that cannot be done during business hours
Backup for Corporate Manager at meetings as needed.
Fill in where needed TSO Team Lead role during sick or vacation time of TSO peers
Other related duties as assigned
At least 3 years experience managing a technical team
BS in Computer Science or equivalent work experience
Hands on experience in Helpdesk and field support preferred.
At least 5 years indepth experience with Microsoft desktop operating systems
Experience with Microsoft Suite of Applications desired
Hands on experience with technology strongly preferred
Valid Drivers License and transportation required.
Skills/Abilities/Competencies Required (MUST be realistic neither overstated nor understated and related to the essential function of the job).
Demonstrated management skills
Excellent project management skills
Ability to multitask and prioritize work requirements and operational issues.
Excellent interpersonal and communication skills
Able to lead projects of small to mid size of complexity with only general oversite management.
Excellent problem solving skills and able to quickly diagnosis issues. Can analyze problems effectively and efficiently 95 accuracy) to plan and develop solutions to individual projects of major complexity independently.
Is frequently required to advise and provide direction to junior staff.
Knowledge of Operating Systems including but not limited to Windows XP/7 Intel based PC hardware HP laser printers Macintosh hardware and software solutions basic data communications networking equipment including hubs and cabling infrastructure LAN and Internetworking protocols.
In depth knowledge of standard software suites including but not limited to MS Office MS Internet Explorer SmartTerm and other Terminal Emulation packages MS Exchange Mail/Outlook and Citrix.
Excellent listener to customer requests excellent understanding of customers business need and generally able to do what the customer needs rather than just what the customer asks.
Exercises considerable discretion and independent judgment
Ability to work under pressure
Ability to lead and motivate others under pressure
Followsup with customers requests/problems in a timely manner. Maintains a sense of urgency about his/her work.
Employment Type
Full-Time
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