Reporting to the Director of Infrastructure and End User Devices, the Desktop Support Manager is a technical hands-on leader, delivering services by driving operational excellence. This position is responsible for delivering end user computing services by managing, evaluating, and developing support staff. This position interfaces with managers throughout the health system, working to understand needs that can be addressed through process and technology solutions, and participates in resolving escalations and coordinating the communication of service status related to areas of responsibility.
Required to identify, rectify and communicate effectively any issues the customer may have regardless of technical nature as it relates to customer satisfaction. This manager establishes policies, processes and procedures for providing end user device consulting support during all phases of the acquisition and maintenance of information systems hardware and software. This position is responsible for process improvement both internally in the IT department and for external departments. i.e. Human Resource onboarding, termination, etc.
Maintains an in depth knowledge and understanding of all services provided by the team, provides project guidance and direction and regularly coordinates team activities with department directors and executive management. Confers with and advises staff on administrative policies and procedures, technical problems, priorities and project management processes. Promotes teamwork and communication between staff, management, clinicians, and stakeholders while maintaining high standards and customer satisfaction.
Functions with minimal supervision, utilizes independent and collaborative judgment in decision making, and demonstrates leadership and problem solving skills. Accountability will be monitored through direct observations, achievement of department goals, meeting of customer satisfaction goals as well as quality and financial outcomes. Responsibilities
(10%)* Process / Best practices / Continuous Improvement - Provides focus and direction to process improvements to improve user experience with technology. Provide direction that best practices and processes are followed (e.g., testing, change control, and implementation planning.) Leads the establishment of procedures within areas of responsibility.
(40%)* Content Knowledge & Leadership – Responsible for overall end user device implementation and integration working closely with infrastructure, integration leadership, IT management, vendors, and stakeholders. Stays current on advances with technology that can be leveraged to meet business needs. Serve as subject matter expert across solutions and provide troubleshooting and process expertise leveraging and developing team expertise. Ensure technical decisions include considerations across solutions and fall within scope.
(15%)* Collaboration with departments, practices and IT partners – Builds partnerships with cross discipline teams (clinical departments, practices, business departments, call center, education, ancillary, and technology teams to coordinate IT responses to user requests, problem solving, and collaborating solutions. Coordinates resources and prioritizes with clinical, business and IT support personnel.
(15%)* Projects / Request Management - Develops and leverages staff for creation of project work plans and tasks for IT requests, Manage the IT requests through monitoring resource assignment, prioritizing requests with stakeholders, to optimize resource allocation and execution of project, IT request, and support tasks.
(20%)* People Management / Development – Mentors and manages team members designing and building technical solutions. Assess skills of MidMichigan Health desktop team, provide input into the professional development plans to help them acquire the skills needed to support the system effectively and coach them through the learning process. Ensure self and team maintains professional development and growth to keep abreast of changes in technology and healthcare in general.
OTHER DUTIES AND RESPONSIBILITIES
Facilitates a uniform demonstration of IT services throughout MidMichigan Health by developing system-wide procedures. Assists the affiliates with IT capital and operating issues as requested.
Serves as liaison and coordinates final problem resolution in regards to interaction between customers and IT throughout MidMichigan Health.
Promotes the development, analysis, and implementation of the performance improvement process.
Participates on System/project/hospital/department teams and/or committees as needed.
Supervises and directs technical aspects in areas with regard to services, programs and the evaluation of each.
- Bachelor’s Degree from an accredited university or college in Computer/Information Science/Business, required.
- Master's Degree, preferred.
EDUCATION, EXPERIENCE, TRAINING AND SKILLS
A minimum of five (5) years technical experience in the field.
A minimum of three (3) years management experience, including experience in Desktop Services management required. Previous success in professional IT leadership roles, such as project management, supervisory or managerial positions.
One or more of the following certifications are required:
A+ Certification, Network +, Original Equipment Manufacturers (OEM) Certifications, Information Technology Infrastructure Library (ITIL)
Experience managing various types of system images to fit the needs of the organization.
Comfortable working in a matrix organization.
Good interpersonal, management, and customer service skills.
Knowledge of ITIL concepts including Service Management and Service Delivery and experience working within the ITIL framework for Incident, Problem, Change, or Service Management; ITIL Foundation Certificate.
Working knowledge of the following:
Extensive knowledge of enterprise desktop software such as Windows 7/10, Mac OS X, antivirus, remote management and troubleshooting, asset management and inventory and printing.
Experience with Windows active directory, LDAP, and group policies. Experience with enterprise deployment systems and enterprise monitoring and reporting systems. Knowledge of TCP/IP protocol, routing concepts, and troubleshootingexperience. Experience with iOS, Android and mobile device management solutions. Ability to read, analyze and interpret technical journals.
Written and interpersonal skills needed to communicate successfully with individuals and groups and interact with people at all levels to communicate ideas and concepts in a clear and understandable manner. Excellent organizational and time management skills. Ability to support demand load to Service Level Agreements (SLA). Good listening skills. Ability to work and function effectively either individually or in a team oriented environment. Ability to assist in planning and coordinate efforts. Ability to work independently with customers. Ability to manage multiple projects simultaneously.
Experience developing employees in a variety of backgrounds and disciplines.
Physical/Mental Requirements and Working Conditions
PHYSICAL/MENTAL REQUIREMENTS AND TYPICAL WORKING CONDITIONS:
Exposure to stressful situations, including those involving public contact, as well as, trauma, grief and death.
Able to wear personal protective equipment that includes latex materials or appropriate substitute if required for your position.
Is able to move freely about facility with or without an assisted device and must be able to perform the functions of the job as outlined in the job description.
Overall vision and hearing is necessary with or without assisted device(s).
Frequently required to sit/stand/walk for long periods of time. May require frequent postural changes such as stooping, kneeling or crouching.
Some exposure to blood borne pathogens and other potentially infectious material. Must follow MidMichigan Health bloodborne pathogen and TB testing as required.
Ability to handle multiple tasks, get along with others, work independently, regular and predictable attendance and ability to stay awake.
Overall dexterity is required including handling, reaching, grasping, fingering and feeling. May require repetition of these movements on a regular to frequent basis.
Physical Demand Level:
Sedentary. Must be able to occasionally (0-33% of the workday) lift or carry 0-10 lbs.
Apply Now Send To A Friend Save To Job Cart