Technology Support Manager - FT - Days
Company: DHR Health
Location: Edinburg
Posted on: January 24, 2023
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Job Description:
Description Position at DHR Health Job Description:Technology
Support ManagerFormulated: 09/22/2020Department:IS Service Desk
Support SupportReviewed by Senior Human Resources Business
Partner:(Date Reviewed)Reports To:Director of IS Service Desk
SupportApproved by Director of Human Resources:(Date
Approved)EMPLOYEE'S FULL NAME: FLSA STATUS: Exempt
Non-ExemptMISSION STATEMENT: Our mission is to improve the
well-being of those we serve with a commitment to excellence: every
patient, every encounter, every time. VISION: Our vision is to
create a world-class health system to advance medicine and increase
access for the communities we serve by empowering caregivers to
heal through compassion, knowledge, innovation, integrated care,
and excellence. POSITION SUMMARY:The Technology Support Manager
assists in managing the daily operations of the Field Services
Support team, including support technicians, coordinators,
engineers, and analysts. This position will respond efficiently and
effectively to escalations for inbound incidents and service
requests related to the use of I.T. equipment or applications. The
position also is responsible for maintaining a service catalog and
managing inventory levels to fulfill requests for I.T. equipment
from D.H.R. Health end-users. The effectiveness of this role is
measured in terms of increasing customer satisfaction, reporting
based on predefined metrics, benchmarks, and delivering services
within expected timelines (S.L.A.s).POSITION EDUCATION/
QUALIFICATIONS:---An associates degree in related technical
discipline required---A bachelor's degree in related technical
discipline preferred---I.T.I.L Foundation or other technical or
customer service-oriented certification(s) is a plusJOB
KNOWLEDGE/EXPERIENCE:7+ years of experience working in enterprise
I.T. support roleKnowledge of I.T.I.L. best practices Skill in
organizing resources and establishing prioritiesProven experience
managing, developing, and overseeing a team of technical
resourcesAbility to foster a collaborative environment and
teamworkGood written and verbal communication skills are
requiredStrong computer skills required with knowledge of Microsoft
Office Suite, including Word, Excel, PowerPoint, and Outlook in an
Exchange environmentHands-on experience with several desktop and
mobile operating systems, including (but not limited to) Microsoft
Windows 10, Apple macOS, Apple iOS, and Google AndroidHands-on
experience with Microsoft Active Directory objects, including user
rights and permissions, organizational units, and groupsHands-on
experience with software and O/S deploymentHands-on experience
configuring, modify, diagnosing, and troubleshooting computer
hardware Working understanding of TCP/IP, O.S.I. model, and
subnettingPOSITION RESPONSIBILITES:---Promotes the facility's
mission, vision, and values by effectively communicating them to
others. Considers Mission, Vision, and values in developing
services, standards, and practices. ---Deliver professional and
excellent service to all levels of management and end-users across
the organization---Demonstrate exceptional interpersonal skills,
with a focus on listening and follow up questions---Present ideas
in user-friendly language to non-technical staff and
end-users---Own the ITIL Service Management process, including
incident, request, problem, knowledge, service level, service
catalog, and availability management ---Assist in developing and
enforcement of service level agreements in consultation with
end-users to establish resolution expectations and timeframes.
---Utilize service management software to oversee all requests,
incidents, tasks, and problems---Act as an escalation point for all
requests and incidents. Advise management on situations that may
require additional support or escalation---Work directly with other
I.S. support teams to ensure prompt resolution to issues---Follow
up on urgent tasks to ensure that the proper priority is given and
provide status updates to I.S. Leadership and end-users---Manage
the process for communicating outages/emergencies to I.S.
Leadership---Conduct frequent quality assurance calls with
end-users to develop new methods to improve efficiency and customer
satisfaction. ---Review survey feedback to improve processes and
overall client experience---Conduct personnel activities including
hiring, evaluating, disciplinary actions, and other personnel
actions as required---Manage and take responsibility for the
overall direction, coordination planning, assignment, and directing
work for I.S. Support team members. ---Coach and develop the
Support team by defining and implementing an annual training plan,
including career development---Prepare team schedules and make
adjustments as needed, to provide support for planned
upgrades---Maintain an on-call schedule for emergency issues and
outages---Monitor and report on the productivity of all I.T.
Support team members to Service Desk Support director---Develop and
generate metrics, service statistics, and standardize reporting
that drives improved customer experience and business outcomes
weekly, monthly, or ad-hoc---Manage the hardware product
lifecycle.---Maintain and monitor hardware/software inventory
database to ensure compliance.---Research solutions or information
regarding technical issues---Research, recommend, and implement new
tools and services---Oversee and work with the Problem Management
team to determine the root cause of issues and communicate
appropriately to internal management and customers---Manage and
evolve knowledge management to improve efficiency and effectiveness
of problem identification and resolution---Build and maintain
relationships with other I.S. teams to coordinate various I.T.
functions and to obtain training material for support staff---Work
to make Service Desk a single source for all I.T. service delivery
and incident reporting---Manage vendor relationships as they
pertain to daily operational needs---Keep confidential all
applicant, client, and verification and company proprietary
information---Other duties as assigned---Some evening and weekend
work will be required LINES OF RESPONSIBILITIES:
(Chain-of-command)Director of I.S. Service DeskCUSTOMER SERVICE:
Provide excellent customer service to all D.H.R. customers. All
employees are required to attend the D.H.R. C.A.R.E.S program,
which outlines the Customer Service Principals, including
Compassion, Accountability, Respect, Excellence through Knowledge
and Safety & Social Conscience.AGE SPECIFIC:Employees must be able
to demonstrate the knowledge and skills necessary to provide care
appropriate to the age of the patients served in his/her assigned
unit. The individual must demonstrate knowledge of principles of
growth and development over the life span and possess the ability
to assess data reflective of the patient's status and interpret the
appropriate information needed to identify each patient's
requirement relative to his or her age. AMERICANS WITH DISABILITIES
ACT: (A.D.A.): A.Essential Duties:Indicated by bold print within
performance standards, preceding individually numbered criteria.The
following table provides physical requirements that will be
associated with, but not limited to, this position: Light/moderate
lifting up to 20 lbs, from the floor to shoulder height.
YesKneelingYesMust be able to assist other employees with lifting
more than 20 lbs.YesWalkingYesLight/moderate carrying up to 20
lbs.YesStanding/SquattingYesStraight pullingYesSittingYesPulling
hand over handYesPushingYesRepeated
bendingYesStooping/BendingYesReaching above shoulderYesClimbing
StairsYesSimple graspingYesClimbing LaddersNoDual simultaneous
graspingYesDepth Perceptions neededYesAbility to seeYesIdentify
ColorsYesOperating office equipmentYesTwistingYesOperating
mechanical equipmentYesCrawlingNoAbility to read and
writeYesAbility to CountYesAbility to hear verbal communication
without aidYesOperating Personal VehicleYesAbility to comprehend
written/verbal communicationYesOther: Ability to deal with
stressYesO.S.H.A. CategoryIIIB.Working Conditions: The individual
spends over 95% of his/her time in an air-conditioned environment
with varying exposures to noise. There is protection from weather
conditions but not necessarily from temperature changes. The
position does have low exposure to malodorous, infectious body
fluids from patients, and some minimal exposure to noxious smells
from cleansing agents. C.Occupational Exposure: This position has
minimal to no exposure to blood, body fluids, or tissues and is an
O.S.H.A. Category III (although situations can be imagined or
hypothesized under which anyone, anywhere, might encounter
potential exposure to body fluids). Person who performs these
duties are not called upon as part of their employment to perform
or assist in emergency medical care or first aid or be potentially
exposed in some other way. D.Aptitudes:HIGH123456LOWIntelligence:
General learning ability: The ability to "catch on" or understand
instructions and underlying principles. Ability to reason and make
judgments. 3 Verbal:Ability to understand meanings of words and
ideas associated with them, and to use them effectively. To
comprehend language, to understand relationships between words, and
to understand the meanings of whole sentences and paragraphs. To
present information or ideas clearly. 3Numerical:Ability to perform
arithmetic operations quickly and accurately. 2Spatial:Ability to
comprehend forms in space and understands relationships of plane
and solid objects. Frequently described as the ability to
"visualize" objects or two or three dimensions, or to think
visually of geometric forms. 2Form Perception:Ability to perceive
pertinent details and objects or in pictorial or graphic material
to make visual comparisons and discriminations and see slight
differences in shapes and shadings of figures and widths and
lengths of lines. 3Clerical Perception:Ability to receive pertinent
details and verbal or tabular material. To observe differences in
copy, to proofread words and numbers, and to avoid perceptual
errors in arithmetic computation. 2Motor Coordination: Ability to
coordinate eyes and hands to fingers rapidly and accurately in
making precise movements with speed. Ability to make a movement
response accurately and quickly. 3Finger Dexterity:Ability to move
hands easily and skillfully. To work with fingers in placing and
turning motions. 3Manual Dexterity:Ability to move hands easily and
skillfully. To work with hands in placing and turning motions.
3Eye-Hand-Foot Coordination:Ability to move the hand and foot
coordinately with each other in accordance with visual stimuli.
3Color Discrimination:Ability to perceive and respond to
similarities or differences in colors, shapes, or other values of
the same or different color. To identify a particular color, or to
recognize harmonious or contrasting color combinations, or to match
color adequately. 3I have read and reviewed my job description with
my supervisor or designee and I understand the job I am expected to
perform. If applicablecertification will be completed withintime
frame of hire/transfer date.Employee Signature:Date:Transfer/Hire
Date Effective: .DISCLAIMERThe above statements are intended to
describe the general nature and level of the work being performed
by people assigned to this work. This is not an exhaustive list of
all duties and responsibilities. DHR leadership reserves the right
to amend and change responsibilities to meet business and
organizational needs as necessary.
Keywords: DHR Health, Edinburg , Technology Support Manager - FT - Days, Executive , Edinburg, Texas
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