BASIC PURPOSE OF THE JOB

Reporting to the Director of Technology Services, provides leadership and direction for projects and daily activities relating to server administration, networking, and voice communications/telephony and supporting processes. In addition to responsibility for human resource management, fiscal management, communication, quality improvement, and personal development, this position is responsible for participation in budget planning, project implementations, development of standards, policies and vendor relationships. Implements project management methodologies and provides recommendations for new and emerging technology, capacity planning and disaster recovery. Position requires high level of customer service skills to establish and enhance positive relationships with patients, co-workers, and others.

REPORTS TO

• Director- Technology Services

JOB REQUIREMENTS

Supervisory Responsibilities: YES

Minimum Education: Bachelor’s in Business Administration, Computer Science, Information Systems, or a related field.

License/Certification Required: None

Minimum Work Experience: Five years of progressive experience with server administration, networking, or voice communications/telephony. Two years of management experience in Information Services or related field.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

• Excellent oral and written communication skills.
• Service oriented.
• Able to work independently.
• Is proactive and makes routine decisions independently.
• Must have above average problem-solving skills.
• Excellent organizational, time management and customer service skills.
• Proficient in MS Office, Outlook, Excel and PowerPoint and other computer applications.

DUTIES AND RESPONSIBILITIES

• Manage day-to-day operations of server administration, networking, and voice communications/telephony.
• Manage the timely completion of break fix incident resolution, completion of incident and service requests, projects, and maintenance activities.
• Ensure team tasks are completed to standards so that on time delivery meets or exceeds customer expectations.
• Represents Information Services as the strategic engagement manager with third party business suppliers for SOW development and contributes to the development of the long-term strategic plan to support strategic business initiatives.
• Work as an independent leader that is self-confident, motivated, and disciplined in the delivery of projects and tasks.
• Manage the overall installation and support of network/client server/storage solutions and daily administration/maintenance of multiple data centers and networks on all campuses.
• Coordinate all technical resources in a variety of projects, incident and service requests.
• Develop and manage Key Performance Indicators (KPIs) and key metrics to analyze staff productivity and compliance with established Operational Level Agreements (OLA’s) and Service Level Agreements (SLAs) with business partners.
• Develop Standard Operating Procedures (SOPs) for critical infrastructure systems including disaster recovery and business resumption plans and documentation.
• Partners with Internal/External Audit, Materials Management and other internal Administration teams to ensure systems are compliant with established policies.
• Make recommendations to improve existing or revised policies to fit the industry best practices.
• Establish corrective actions plans that permanently fix issues with critical IT hardware.
• Actively participates in the Change Management program to ensure the Information Services department is compliant with established policies and procedures.
• Regularly interface with Business Partners to understand clinical and business needs.
• Contribute to IT & business planning with projects, initiatives, and contracts for IT maintenance and licensing.
• Coordinate the on-call schedule with assigned staff.
• Develop and implement process improvements based on healthcare IT best practices.
• Develop, coach, and mentor team members to higher levels of performance and perform written and verbal personnel actions as needed.
• Other duties as assigned.

PHYSICAL REQUIREMENTS

• Note: Reasonable accommodations may be made for individuals with disabilities to perform the essential functions of this position.
• Light lifting, pushing and pulling is required for 10-20 lbs occasionally and frequent moving of objects of less than 10 lbs is required. Frequent sitting with some walking, standing, squatting, bending and reaching is required. Keyboard/computer use and/or repetitive motions may be required.