Information Services Operations Manager

Hours: 40 Hours Days with On-call Rotation and Adjustments to Hours for Projects/Troubleshooting

Summary:
The information services operations manager is responsible for the daily operations and performance of key information
service functions including the help desk and identity access management. This position ensures the effective delivery
of IT support timely resolution of service requests and access management in accordance with Hospital policies and
Regulatory standards. The IS Operations Manager serves as a critical liaison between technical teams application
teams and clinical/business users maintaining a strong focus on service quality operational efficiency and user
satisfaction.

• Manages daily activities of the Help Desk ensuring timely and effective resolution of IT issues
• Monitor and improve incident response times ticket resolution quality and user satisfaction
• Ensures departmental adherence to IT policies security standards and regulatory requirements
• Oversee Identity and Access Management processes including user provisioning deprovisioning and role-based access controls
• Coaches supports and educates the help desk to achieve positive outcomes.
• Develop staff schedules manage performance evaluations and support professional development
• Foster a culture of accountability responsiveness and continuous learning
• Promotes worldclass customer service to achieve high levels of patient satisfaction.
• Analyze service metrics and user feedback to improve system uptime and customer service
• Develops strategies to identify meet and exceed customer expectations and requirements.
• Identify opportunities for operational improvement and implement changes to streamline workflows
• Communicates effectively to ensure positive and productive relationships with internal and external constituencies.
• Seeks out and maintains relationships which are important to hospital goals.
• Shares information effectively.
• Act as a liaison between the IS department and end users ensuring effective communications and expectations management
• Collaborate with infrastructure application and security teams to support technical projects and operational needs
• Continuously seeks out performance improvement efforts.
• Supervise Daily Operations of the Help Desk - Ensure timely efficient and customer-focused resolution of IT service tickets and technical support requests across the organization.
• Oversee Identity and Access Management Processes - Manage user provisioning deprovisioning and access control protocols to maintain data security and compliance
  with regulatory standards.
• Monitor and improve service performance metrics - Track KPIs such as first call resolution ticket aging and user satisfaction to evaluate Help Desk performance and identify opportunities for improvement.
• Lead and develop is Support Staff - Provide supervision coaching performance evaluations and training to help desk staff to promote a skilled and motivated team.
• Ensure compliance with it policies and security standards - enforce adherence to internal controls HIPAA guidelines and it security protocols throughout daily
  operations.
• Maintain and improve operational documentation - create an update standard operating procedures knowledge base articles and escalation protocols to ensure consistency and clarity.
• Collaborate with other Hospital departments - act as a liaison between end users infrastructure teams application support and Leadership to coordinate effective service delivery.
• Participate in IT incident and problem management - assistant managing major incidents root cause analysis and the development of preventative solutions to minimize
• Support strategic projects and organizational initiatives - contribute operational input to is projects system upgrades and cross-departmental initiatives ensuring alignment with service capabilities and resource availability.

Statement of Other Duties

This document describes the major duties and responsibilities for this job and is not intended to be a complete list of all tasks and functions. It should be understood therefore that employees may be asked to perform job-related duties beyond those explicitly described.

Functional Demands

Physical Requirements

Exerts up to 20 pounds of force occasionally and/or up to 10 pounds of force frequently and/or a negligible amount of force constantly to move objects. Frequently reaches (extending hands and arms in any direction) and handles (seizing holding grasping turning or working with hands).

Job Requirements

Education

• Bachelors degree in Computer Science Information Systems or related field preferred or relevant experience

Experience

• Minimum 3-5 years of experience in IT operations or technical support leadership preferably in a hospital or healthcare environment
• Experience managing Help Desk or IT support teams
• Familiarity with IAM processes tools and best practices
• Strong understanding of IT Service Management (ITSM) frameworks (e.g. ITIL)

Required Skills

• Excellent communication and interpersonal skills
• Strong analytical and problem-solving skills
• Ability to manage multiple priorities and projects
• Ability to analyze data and use metrics to drive performance improvement Knowledge of HIPAA and healthcare IT compliance preferred