Corporate Manager of Technical Services

It's fun to work in a company where people truly BELIEVE in what they're doing!

Our intention is to have employees who are passionate about making their personal mission statement come to life each day at work! Be it through providing healing, eradicating loneliness, contributing to efficiencies, streamlining processes, being dependable, sparking creativity or something else, the demonstration of HOW you do your job is just as important as WHAT you do in your job.

Alongside our valued employees, we are making a difference throughout the state of Ohio in the lives of those that need healthcare or those embracing the next chapter of their lives. Sustained members of our team demonstrate accountable behavior and share our values of customer service, innovation, inclusion, integrity, financial stewardship, leadership and care.

The Corporate Manager of Technical Services develops and implements the overall procedures for the Service Desk providing support and computer training for users in accordance with company standards and federal, state, and local standards, guidelines, and regulations.

Essential Activities and Tasks

IT Operations and Customer Relations - 30%

• Proactively evaluates the technical support workflow and volume and coordinating necessary steps to meet customer service standards.

• Evaluates and identifies areas for process improvement to support the technical and customer service goals of the IS Department.

• Coordinates with IS Technology and Applications areas regarding user support for new and current systems.

• Coordinates between IS areas during times of implementations and other projects as necessary.

• Recommends identified need for support training for users.

• Communicates system changes to company staff.

• Maintains a working relationship with all staff regarding support and training of all computer systems.

• Responsible for tracking, trending and reporting on technical support issues to IS and external audiences.

• Completes IS matrix reporting for the director.

• Aids in routing technical support calls, not handled by the Service Desk, to the appropriate level of support and to ensure necessary follow through.

• Maintains knowledge of relevant systems and technical support best practices.

• Maintains a relationship with technical vendors.

• Working supervisor of the Service Desk.

• Manages special projects as necessary.

Assets/Materials Management and Vendor Management - 20%

• Takes appropriate action to ensure assets are properly maintained.

• Researches and recommends the types of technology hardware, software, licenses, and vendors needed.

• Ensures that network infrastructure meets industry standards and is responsive to the needs of the business.

• Ensures network and server/applications system reliability (i.e. up or down time) is within acceptable levels established.

• Takes a lead role in all infrastructure vendor relationships, including managing the contract process, payment processing, and overall vendor relations.

• Manages vendor service level agreements ensuring appropriate service is attained from vendors.

Strategic Planning and Project Management - 20%

• Plans the technology architecture for the IS Department that supports and addresses the complexities in the business and clinical environments within the organization.

• Integrates with all departments and locations to identify and prioritize project needs based upon industry changes or organizational initiatives and needs.

• Evaluates and recommends improvements regarding infrastructure, hardware, and networking needs for the strategic planning process.

• Contributes to the needs analysis for all other IS projects.

• Serves as the project manager on approved strategic plans involving infrastructure, hardware, and networking projects throughout the organization, including project planning, system analysis, managing the build/configuration, testing, and implementation.

• Partners with IS Applications team for all other IS projects.

• Serves as the IS resource for new builds and remodels.

• Participates in the IS Master Project Development Plan by identifying new projects and enhancements for all administrative, HR, Foundation, and financial operations.

People Management and Development - 20%

• Manages the systems administrators and service desk staff that supports all IS users.

• Fosters a positive work environment that attracts, retains, and motivates employees.

• Interviews, selects, and orients new direct reports.

• Defines, establishes, and promotes performance expectations so direct reports understand and demonstrate excellence through high quality and consistent performance.

• Evaluates job performance of direct reports in accordance with the company policy and procedure and provides developmental guidance to staff for improved performance and growth.

• Monitors accountability with organization requirements prescribed by the Employee Handbook. Documents and engages employees who are routinely not observing these requirements in an effort to achieve compliance. Works with Human Resources when circumstances arise that necessitate further documentation and intervention.

• Participates in the development, planning, scheduling, conducting, and monitoring of in-service training programs, on-the-job training, and orientation programs for departmental staff.

• Ensures that there is a reasonable and sufficient plan for staffing should a direct report be absent or a direct reporting position be vacant.

• Responds timely and thoughtfully to questions, requests, and work product from departmental staff that has been provided for review and approval.

Quality, Compliance, and Risk Management - 10%

• Ensures that technical support benchmarks and leveling metrics are met.

• First line back-up for technical/network support.

All other duties as assigned.

Qualifications

Education

• Bachelor's degree in a related field required.

Experience

• Five years experience in technical support and training required or eight years experience in lieu of degree.

• Experience delivering computer training preferred.

• Project management experience preferred.

• Knowledge of personal computer hardware and software operations required.

• Three years experience in computer office support required, to include telephone support and help desk experience.

• Proficiency with Windows, Microsoft Office (Word, Excel, PowerPoint), and the internet required.

Other Requirements

• Must be able to read, write, speak, and understand the English language.

• Must possess a valid driver's license and acceptable driving record. Must be insurable under professional liability and crime coverage policies as specified by insurance carrier underwriting standards.

Working Conditions and Special Requirements

• Sitting - Up to 8 hours/day

• Standing - Up to 4 hours/day

• Walking - Up to 2 hours/day

• Lifting, transferring, pushing or pulling equipment/supplies - Up to 50 pounds

• Driving - Up to 6 hours/day

• Travel % / Overnight Travel - Regularly

• Work weekends, evenings, and holidays - Special circumstances

• On-call availability - 24/7 for emergencies

• Risk Category for Exposure to Bloodborne Diseases - III