IT Operations Manager
This job is not a remote position and will be located at the Lower Cape Fear LifeCare corporate office in Wilmington, NC.
JOB SUMMARY
The Manager of IT Operations’ role is to oversee and coordinate the daily operations of the IT Help Desk and assigned personnel. Ensure timely and efficient resolution of all help desk requests. Enforce IT Help Desk policies, metrics and reporting. IT Help Desk staff development. This individual also maintains all existing enterprise technology systems, addresses and corrects technology system issues in support of agency operations and core company values.
PRIMARY JOB DUTIES
1. Manage the process of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
2. Communicates effectively to provide optimal support of all departments’ IT needs and to promote a professional climate throughout the agency.
3. Provide technical expertise and support for infrastructure systems, such as the server, VDI, and network equipment including Windows and Linux servers, Active Directory, Mobile Device Management, Cyber Security systems, Microsoft Office 365, and applications needed to support the mission of the agency.
4. Executes agency Information Technology security plan taking in to consideration all state and federal regulations surrounding the protection of protected healthcare information.
5. Executes agency Information Technology disaster recovery and business continuity plan.
6. Organizes and performs work effectively and efficiently.
7. Maintains and adjusts schedule to enhance program performance.
8. Demonstrates positive interpersonal relations in dealing with all members of the team.
9. Maintains and promotes customer satisfaction.
10. Effectively demonstrates the mission, vision, and values of Lower Cape Fear LifeCare on a daily basis.
JOB SPECIFICATIONS
1. Education: Associates degree required or equivalent combination of education and experience.
2. Licensure / Certifications: Network management certification desirable.
3. Experience: Required: Five years of related work experience in a complex information technology environment, with seven years preferred. Exceptional technical knowledge of network and PC operating systems, including hands-on experience troubleshooting hardware such as servers, routers, bridges, switches, hubs, modems, network interface cards, and so on. Excellent knowledge of current protocols and standards. Extensive application support experience. Demonstrated leadership and personnel management skills. Experience and talent leading and working in a team-oriented, collaborative environment. Experience installing network cabling and patching telephony systems. Proven analytical and problem-solving abilities.
4. Essential Technical / Motor Skills: Must have an aptitude in computers and manual dexterity in operation of data entry terminals and other office equipment. Interpersonal Skills: Requires proven team building and team participation skills as well as solid verbal and written communications skills. Ability to present ideas in a user-friendly language. Strong customer service orientation. Strong interpersonal, written, and oral communication skills.
5. Interpersonal Skills: Requires proven team building and team participation skills as well as solid verbal and written communications skills. Ability to present ideas in a user-friendly language. Strong customer service orientation. Strong interpersonal, written, and oral communication skills.
6. Essential Physical Requirements: Visual ability for computer displays and the ability to make decisions based on terminal information. Requires walking, standing, stooping at least 50% of the time; occasionally seated at a desk or table.
7. Essential Mental Abilities: Analytical thinking skills and ability to make management decisions. Experience managing and configuring enterprise-wide LANs, WANs, WLANs, VPNs, etc. Good understanding of the organization’s goals and objectives. Highly self-motivated and directed. Knowledge and understanding of system flow charts, data processing concepts, and telecommunications principles. Keen attention to detail. Ability to perform general mathematical calculations for creating needs assessments, budgets, and so on. Able to conduct research into networking issues and products as required. Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations.
8. Essential Sensory Requirements: Touch, sight, hearing, ability to organize thoughts, facts and ideas.
9. Exposure to Hazards: Occasional exposure to noise of equipment, although noise is too low to injure hearing, and occasionally susceptible to eyestrain due to extended periods of work on CRT terminals, potentially stressful.
10. Other - Hours of Work: 40-plus hour week, with 24-hour responsibility over division, occasional light travel.
11. Driving: May be required to drive. Must have reliable transportation. Will be subject to the Safe Driver Policy.
12. Population Served: VP’s, Directors, Managers, Physicians, staff, volunteers, patient populations from infants through geriatric with life-limiting illness, general public.
