Manager, Technical Support

Reports to the Director of Information Technology. Responsibilities include the management of Memorial Hospital/Memorial Health System (MHS) personal computers and networks (both local and wide area). Manages the daily activities of assigned Technical Support staff (which includes coordinating workload and scheduling) and provides training and guidance. Acts as a proactive liaison and facilitator with end-user departments. Performs the Essential Functions of the Technical Support Specialist and Network Engineer positions as required.

MISSION, VALUES and SERVICE GOALS

• MISSION: We deliver outstanding care, inspire health, and connect with heart.
• VALUES: Trust. Respect. Integrity. Compassion.
• SERVICE GOALS: Personally connect. Keep everyone informed. Be on their team.

Manages all activities related to local and wide area networks and personal computer (PC) support and ensures the effective utilization of MHS computer capabilities by:

• Establishing and maintaining standards for quality, efficiency and timeliness.
• Scheduling the workload of the Technical Support staff in accordance with the priority guidelines set by the Director.
• Recruiting, hiring, evaluating, coaching and, if necessary, disciplining the Technical Support staff.
• Planning and coordinating ongoing training for the Technical Support staff. Also ensuring a comprehensive orientation and training for new staff.
• Providing ongoing technical guidance and assistance to the Technical Support staff.
• Maintaining the integrity and performance of Memorial Health System''s Local Area Networks and Wide Area Networks.
• Perpetuating the maximization of communication and terminal emulation software.
• Facilitating the effective utilization of computer capabilities.
• Manages all activities related to the PC maintenance program.
• Acting as a liaison and facilitator with end-user departments regarding technical support issues. Also ensuring the delivery of solutions which meet their needs in the most effective and efficient manner.
• Monitoring all projects and work assignments in progress and providing periodic status reports to the Director.
• Maintaining Department records, reports and files as required. Also ensuring that assigned Technical Support staff fulfill their responsibilities according to established departmental policies and procedures.

Performs other functions to maintain personal competence and contribute to the overall effectiveness of the department by:

• Providing excellent customer service at all times. Also, communicating with customers and other staff members in a courteous, responsive and helpful manner.
• Seeking possible opportunities to more effectively utilize MHS computer capabilities; also communicating with the Director regarding these possible opportunities.
• Performing the Essential Functions of the Technical Support Specialist and Network Engineer positions as required.
• Assisting in the care and maintenance of Department facilities, equipment and supplies.
• Working cooperatively with other Department staff on a variety of projects.
• Participating on Memorial Hospital/MHS committees as requested.
• Completing other job-related duties and special projects as directed.

Leadership Competencies

• Drives Results - Consistently achieving results, even under tough circumstances.
• Customer Focus - Building strong customer relationships and delivering customer-centric solutions.
• Instills Trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
• Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

ORGANIZATIONAL RESPONSIBILITIES

Associate complies with the following organizational requirements:

• Attends and participates in department meetings and is accountable for all information shared.
• Completes mandatory education, annual competencies and department specific education within established timeframes.
• Completes annual employee health requirements within established timeframes.
• Maintains license/certification, registration in good standing throughout fiscal year.
• Direct patient care providers are required to maintain current BCLS (CPR) and other certifications as required by position/department.
• Consistently utilizes appropriate universal precautions, protective equipment, and ergonomic techniques to protect patient and self.
• Adheres to regulatory agency requirements, survey process and compliance.
• Complies with established organization and department policies.
• Available to work overtime in addition to working additional or other shifts and schedules when required.

Commitment to Beacon''s six-point Operating System, referred to as The Beacon Way:

• Leverage innovation everywhere.
• Cultivate human talent.
• Embrace performance improvement.
• Build greatness through accountability.
• Use information to improve and advance.
• Communicate clearly and continuously.

Education and Experience

• The knowledge, skills and abilities as indicated below are normally acquired through the successful completion of a Bachelor''s Degree in Computer Science, or a related area, from an accredited college or university. Certification as a Certified Network Engineer is required. Three to five years of progressively responsible experience in project management and network management systems is required. One to two years of supervisory/managerial experience is preferred. Preference will be given to candidates with training and experience with those software and hardware products regularly used by MHS.

Knowledge & Skills

• Demonstrates advanced knowledge of various development tools, PCs, Local Area Networks and Wide Area Networks (specifically those used at MHS).
• Demonstrates a history of successful supervision and training of technical personnel. Also, requires the ability to develop and maintain effective working relationships.
• Demonstrate a solid understanding of Memorial Hospital/MHS departmental operations and how they interact with each other in a computerized environment.
• Requires the supervisory/management skills necessary to effectively plan, manage, organize and evaluate the assigned Technical Support staff.
• Demonstrates high-level analytical and problem-solving skills and the ability to identify problems and deliver solutions in a timely and efficient manner.
• Demonstrates the interpersonal and communication (both verbal and written) skills necessary to deal effectively with all levels of Memorial Hospital/MHS staff and vendor representatives. Also requires the ability to provide effective training.

Working Conditions

• Works in an office environment; however, work is sometimes performed in small, cramped areas.
• May experience some mental/visual fatigue due to continued use of computer equipment.

Physical Demands

• Requires the physical ability and stamina (i.e., to sit, stand and/or walk for prolonged periods of time; lift, hold and carry objects weighing up to 30 pounds; use common computer hand tools, etc.) to perform the essential functions of the position.