IT Support & Applications Manager

The Manager of Administration will provide technical and application support for New York City Health Hospitals demonstrate competent IT literacy and ability to support the technology and applications in the functional areas (Clinical Business Applications Financial and Infrastructure Applications) the person in this role is responsible for the on-going support at level 2.

General Tasks and Responsibilities Will Include:

Understands the flow of information through the Financial Business Clinical and Infrastructure applications

Responsible for documenting researching and troubleshooting reported issues and requests

Fosters a business-oriented culture and mindset driven by continual service improvement techniques

Identifies and acts on opportunities for continuous improvement

Understanding critical business process for supporting EITS Applications

Triage requests or issues to ensure that our service level agreements (SLA) are achieved

Assist with the Enterprise Service Desk call volume when needed

Receive prioritize document and actively resolve end user help requests and Incidents

Triage requests and Incidents to ensure accurate transfers and escalation per service level agreements (SLA)

Track open tickets and monitor ticket progress per SLA close ticket items when resolve

Follow escalation and paging procedures to ensure SLAs are being met

Provide support and services to users seeking to resolve as many tickets as possible at level 1 and 2

Provide a positive experience to users through meeting and exceeding customer expectations and engendering confidence that tickets will be resolved

Supervise and monitor staff

Plan assigns and reviews the work of subordinates.

Directs the preparation of departmental budgets in conjunction with other departmental managers.

Coordinates the activities of the various segments of the department to assure timely and economical completion of projects.

Directs the preparation of cost estimates for current and proposed projects reflecting the cost of equipment man and machine hours required.

Establishes reviews and controls documentation standards including the development and control of forms.

Directs the collection and analysis of data and reports concerning departmental operations methods personnel utilization space and equipment.

Monitor daily quality of tickets

Perform other duties and/or special projects as assigned

Educational Level:

A Baccalaureate Degree in Business Administration Finance Accounting or related fields; and

Five years of progressively responsible experience in the fields of administration office management methods analysis systems analysis and documentation forms designs and control two of which shall have been in data processing and management information systems; and

General knowledge of computer and communication capabilities E.D.P. applications systems analysis methodology data management and information retrieval techniques; or Satisfactory combination of equivalent experience and education.

Years of Experience:

A Baccalaureate Degree in Business Administration Finance Accounting or related fields; and 5 Years Relevant Experience.

Required Skills :

Basic Qualification :

Additional Skills :

Background Check : No

Drug Screen : No