Manager IS Technical Operations - Information Technology (CH)
CHS System - Buffalo, NY

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Manager IS Technical Operations – Information Technology (Catholic Health): The incumbent assumes primary management responsibility and oversight for Computer Operations, the Help Desk, and the staff assigned to those areas (24/7/365). Develops, implements and maintains the services provided by Help Desk and Computer Operations, including continuous improvement, and a focal role in addressing customer support. Ongoing development and ownership of the Remedy Trouble Ticketing System, including maintenance, process and procedures for all IT in the use of the Remedy System. Responsible for investigating future technology and functionality additions to Remedy. Directly responsible for problem management, root cause analysis, prevention of incident and the coordination effort of all IT support teams to maximize issue resolution for all IT systems in use at Catholic Health with the smallest possible impact. Directly responsible for the long term planning of customer service operations for Catholic Health, including process improvement, new technology review and recommendation, administrative and organizational structure review, process flow review. Responsible for the implementation, ongoing use, and continuous improvement in the use of the ITIL framework in Operations and the Help Desk. Key contributor in the design and ongoing implementation of the IT Change Management process. Key contributor to the customer service outreach project. Responsible for the development, monitoring, and improvement of key customer support metrics for the Help Desk and Operations. Responsible for the direct management of the Lead Help Desk Analyst and Supervisor of Operations and Production Control. Represents the Help Desk and Operations at meetings within both the customer organization(s) and the Catholic Health Organizations that provide Information Technology (IT). Develop, produce, report, and make presentations in relation to the Help Desk and Operations effort as instructed by upper management. D irect supervision of all Help Desk and Operations staff. Incumbent is indirectly supervised; receiving direction via stated goals from the Vice President Networking and Infrastructure
REPORTS TO: Vice President of Network and Infrastructure

SUPERVISORY RESPONSIBILITIES: Lead Help Desk Analyst, Operations Supervisor Production Control, Help Desk Analysts, and Computer Operators. Matrix responsibilities for Mobile Customer Support personnel.

SKILL AND EDUCATIONAL REQUIREMENTS (MINIMUM):
Education
  • Bachelors Degree in Computer Science, Business Administration, or related curriculum is required.
  • Alternatively, two year Associates/ Technical Degree with seven to ten years of computer related experience (two of which should be in a supervisory capacity).
Experience
  • Three to five years of I.T. experience with frequent exposure to customers, preferably in a lead or supervisory position.
  • A two year technical degree with a minimum of seven to ten years of computer related experience (two of which should be in a supervisory capacity).
  • Experience in health care setting.
KNOWLEDGE, SKILL AND ABILITY

Must have:
  • Outstanding customer service skills and the demonstrated ability to deal with healthcare professionals at all levels.
  • Excellent verbal and written communication skills to effectively communicate with business associates, vendors, and Help Desk/ Operations Team members.
  • Solid working knowledge of personal computers, operating systems, productivity software, electronic mail, emulation software, internet tool, network concepts, interface monitoring and computer peripherals.
  • Ability to establish good working relationships with colleagues and CH business associates at all levels.
  • Proven track record and skills to provide excellent customer service for problem resolution, prioritization, escalation and follow-up.
  • Fundamental knowledge of PC technology skills for MS Desktop functions, MS office automation tools, internet and email services.
  • Fundamental knowledge of main frame and client server technology.
  • Good organizational skills.
  • Excellent project management skills and ability to coordinate work of fellow associates not directly supervised.
  • Ability and means to travel among CH sites, including valid NYS driver’s license.
  • Ability to participate in a 24/7 on call schedule.
Confidentiality
Employee has regular access to confidential data which, if revealed, could have a negative internal and external effect.

WORKING CONDITIONS

Environment
Normal heat, light space, and safe working environment; typical of most office jobs.
Physical Effort
ACTIVITY & STRENGTH : (SEDENTARY)
Low Lift (floor to knuckle): Occasional 0 to 2.6 hours/day (1-10 lbs.); Frequent 2.7 to 5.3 hours/day (negligible); Constant 5.4 to 8 hours/day (negligible)
Mid Lift (knuckle to shoulder): Occasional 0 to 2.6 hours/day (1-10 lbs.); Frequent 2.7 to 5.3 hours/day (negligible); Constant 5.4 to 8 hours/day (negligible)
High Lift (shoulder and above): Occasional 0 to 2.6 hours/day (1-10 lbs.); Frequent 2.7 to 5.3 hours/day (negligible); Constant 5.4 to 8 hours/day (negligible)
Full Lift (floor to shoulder): Occasional 0 to 2.6 hours/day (1-10 lbs.); Frequent 2.7 to 5.3 hours/day (negligible); Constant 5.4 to 8 hours/day (negligible)
Carry: Occasional 0 to 2.6 hours/day (1-10 lbs.); Frequent 2.7 to 5.3 hours/day (negligible); Constant 5.4 to 8 hours/day (negligible)
Push: Occasional 0 to 2.6 hours/day (1-10 lbs.); Frequent 2.7 to 5.3 hours/day (negligible); Constant 5.4 to 8 hours/day (negligible)
Pull: Occasional 0 to 2.6 hours/day (1-10 lbs.); Frequent 2.7 to 5.3 hours/day (negligible); Constant 5.4 to 8 hours/day (negligible)
Overall Strength Category: Occasional 0 to 2.6 hours/day (1-10 lbs.); Frequent 2.7 to 5.3 hours/day (negligible); Constant 5.4 to 8 hours/day (negligible)

Dictionary Of Occupational Titles
Constant (C) 67-100% Workday
Frequent (F) 34-66% Workday
Occasional (O) 0-33% Workday
Not Present (N)

Activity - Job Demand
Walk – Occasional
Climb Stairs – Occasional
Stoop – Occasional
Kneel – Occasional
Crouch – Occasional
Reach (immediate) – Frequent
Reach (overhead) – Occasional
Handling – Frequent
Fingering - Frequent
Sitting – Frequent
Standing – Occasional
Push Cart - Occasional
Pull Cart - Occasional
INTERNAL/EXTERNAL RELATIONSHIPS

Internal: Includes regular contact with CH associates, including medical staff, to share and receive information.

External: Includes regular contact with vendors, project managers and professional colleagues to share and receive information.

Catholic Health System - 16 months ago - save job - block
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