IT Technical Services Manager

This position is responsible for supervision and management of the Tech1 Analyst personnel and computer operations personnel and planning for future CHS enterprise-wide desktop technologies; and other projects as defined by the MIS Technology Director.

This position is responsible for installation management maintenance and capacity planning for CHSs technical services and helpdesk. Areas of responsibility include but not limited to hardware and software for workstations full user support and technical problem resolution for all CHS facilities and locations.

Core Competencies

Contributes to achievement of our Mission and Vision of the organization:

Adapting to Change-Responds to change with a positive attitude and a willingness to learn new ways to accomplish work activities and objectives.

Continuous Improvement-Acts to constantly improve the level of clinical and non-clinical outcomes and level of customer satisfaction in both individual and team work processes.

Customer Focus-Demonstrates concern for meeting or exceeding internal and external customers expectations/requirements in a manner that provides satisfaction for the customer.

Teamwork-Accomplishes tasks through working effectively with others and appreciating the value and commitment of every member.

Service Excellence Strives toward achievement of the Standards of Performance.

Essential Responsibilities

Provides technical support direction supervision and leadership to members of the technical support analysts and the helpdesk group and computer support technicians.

Responsible for all aspects of maintaining these positions and the individuals in these positions including the duties of hiring assigning and prioritizing work setting expectations performance management and disciplinary responsibilities

Manages all aspects of MIS Help Desk Support Services in adherence with established performance metrics focused on but not limited to:

User Satisfaction

First Call response rate

Agent Utilization

Agent Satisfaction

Call Center Stats

Responsible for assuring users are provided efficient and timely first and second level support on a 24 x 7 basis

Performs staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required

Manages the Help Desk staff including consultation on performance evaluations promotions hiring and disciplinary responsibilities

Monitors problem management database and follows up with assigned personnel to ensure timely resolution of

problems

Maintains a central source of information enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels

Invokes problem escalation procedures to coordinate recovery

Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found

Ensures that daily weekly and monthly statistics status reports and graphical reporting aids are completed and continually modified to meet the needs of the department

Ensures that decisions made to improve the overall customer support of the Help Desk are continually carried through

Coordinates training requirements of Help Desk personnel

Assists in the development and implementation of quality improvement programs for assigned department(s)

Resolves problem situations in a professional manner.

Per forms duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service

Demonstrated management and decision making skills concerning Information Systems policies processes and procedures with a proven track record of completing tasks and/ or project within budget and on schedule

Manages multiple high priority initiatives in a fast paced highly technical environment

Remains on-call during off-peak hours to respond to support service issues and ensure escalation procedures are followed and executed

Per forms other duties and responsibilities as assigned by the Director of Technology

Other Responsibilities

All other responsibilities as assigned in accordance with qualifications.

Job Qualifications

Education

Required: Associates Degree in Computer Information Technology Program or related field.

Preferred: Bachelors Degree in Computer Information Technology Program or related field.

Experience

Required: A minimum of two (2) years management experience in a computing technical support environment telephone and on-site support experience with XP Windows 7 Microsoft Exchange Windows Active Directory Microsoft Office and McAfeeVirus Scan Desktop Imaging Products.

Preferred: Experience with Microsoft SCCM Mobile o.s. IOS Android Helpdesk tracking tools AS400.

Required: Excellent written and oral communications skills ability to work in a team environment and good organizational skills customer service orientation and skills and good troubleshooting skills

Required Certification/Licensure/Registration

Required: Must have valid PA drivers license.

Preferred: HDI-DSM;AMCDST Certifications; ITIL

Skills and Abilities

More about Conemaugh Memorial Medical Center

Conemaugh Memorial Medical Center is a 537 inpatient behavioral health rehabilitation and transitional care beds hospital. Conemaugh Memorial Medical Center a Duke LifePoint hospital is the flagship hospital of Conemaugh Health System. A regional referral hospital known for clinical excellence Conemaugh Memorial is home to the highest level of care designations for Neonatal Care (Level 3) and Trauma Care (Level 1). Conemaugh Memorial has received recognition by the American Heart Association with the Stroke Gold Plus Quality Achievement Award. Conemaugh Memorial is proudly committed to being a teaching hospital including seven medical residency programs School of Nursing and Allied Health education programs.

EEOC Statement

Conemaugh Memorial Medical Center is an Equal Opportunity Employer. Conemaugh Memorial Medical Center is committed to Equal Employment Opportunity for all applicants and employees and complies with all applicable laws prohibiting discrimination and harassment in employment.

Equal opportunity and affirmative action employers and are looking for diversity in candidates for employment: Minority/Female/Disabled/Protected Veteran

Lifepoint Health is a leader in community-based care and driven by a mission of Making Communities Healthier. Our diversified healthcare delivery network spans 29 states and includes 63 community hospital campuses 32 rehabilitation and behavioral health hospitals and more than 170 additional sites of care across the healthcare continuum such as acute rehabilitation units outpatient centers and post-acute care facilities. We believe that success is achieved through talented people. We want to create places where employees want to work with opportunities to pursue meaningful and satisfying careers that truly make a difference in communities across the country.