Healthcare PC Support Manager (IT Site Manager, Endpoint Management) Consultant

posted on April 16, 2018

Job Description

Location: Baltimore, MD

Duration: 6 Months, Contract to Hire

Primary Function/General Purpose of Position:

  • Responsible for overall personal computer activity.
  • Establishes and implements endpoint policies, procedures, and standards and ensures their conformance with information systems goals and procedures.
  • Studies and projects endpoint resource requirements including personnel, software, equipment, and facilities and makes recommendations to management.
  • Maintains currency in new developments and technology.
  • Provides for the training of department staff and end-users.
  • Directs setup and maintenance of library and materials for end user reference and reviews department staff.
  • Ensures that security procedures are implemented and enforced.
  • Provides leadership in the effective use of internal data processing, automated office systems, and data communications.
  • May also manage LAN services.

Employment Qualifications:

  • Professional knowledge of Information Technology at a level acquired through completion of a Bachelor’s Degree in Health Sciences, Computer Sciences, Information Technology, or Business Administration.
  • Demonstrated technical expertise and management experience may satisfy requirement.
  • Required five (5) years of endpoint experience in an information system environment to include detailed, hands-on, working knowledge of endpoint operating systems and software and WAN/LAN technologies.
  • For example: Windows 7, Windows 10, Apple iOS, Android, Microsoft Office Suite, Internet Explorer, and other software, as appropriate.
  • Preferred five (5) years of management experience with hands-on, direct supervision of technical staff, both internal and contracted.
  • Technical certifications desired. Applicable certifications may include, but are not limited to: CompTia A+, CompTia N+, CompTia Security+, CompTia Project+, Healthcare IT, MCSA Windows 10, CCNA, or ITIL Foundations.
  • Working knowledge of endpoint devices, terminology, and technology to include computers and smart devices, Internet and intranet protocols, and Microsoft operating systems.
  • Demonstrates knowledge and familiarity with project management software, Microsoft Project, Excel, and other spreadsheet, graphics, and word processing applications.
  • Possess effective oral and written communication skills, demonstrated at all levels.

Essential Job Functions:

  • Provides customer service, as defined in the Service Level Agreement (SLA) and demonstrates collaborative relationships within Information Services and facilities.
  • Manages Endpoint technical team for area of responsibility.
  • Collaborates with vendor(s), as appropriate, to ensure timely, high quality system implementations.
  • Functions as the lead technical consultant between end-user areas, local market, and vendor(s) for change requests, and issue management.
  • Develops, maintains, and communicates IS Endpoint policies, procedures and standards.
  • Ensures all IS security issues and deliverables are addressed appropriately.
  • Designs and develops, implements and monitors new hardware and software technology, in conjunction with the Endpoint Management team.
  • Participates in the development, implementation, and monitoring of local market strategic and tactical technology plans.
  • Acts as the point of contact for all leadership in their facility or area of responsibility.
  • Educates Information Services personnel, as appropriate.
  • Works with the various enterprise entities to ensure standards are developed, implemented, and followed.
  • This includes, but is not limited to, the Connect Care, Enterprise Data Center, and IS Architecture teams.
  • Utilizes project management tools to effectively manage information services technical projects and resources.
  • Creates, publishes, and maintains effective communication of overall project milestones, issues, and accomplishments, in accordance with the SLA.
  • Under the direction of the Senior Manager of Client Technology Services, supervises Endpoint IS personnel to ensure compliance with SLA, implementation/conversion methodology and customer service objectives.
  • Trains Information Services personnel, as appropriate.
  • Coaches where needed, develops improvement plans as required, and escalates non-compliance, when coaching efforts fails.
  • Performs disciplinary action up to, and including, a written counseling and termination, in collaboration with Senior Manager of Client Technology Services and Administrative Director Human Resources.
  • Completes annual and mid-year performance review for Endpoint Information Services personnel.
  • Represents Information Services at all site leadership meetings, when appropriate.
  • Provides service level recovery for any issues.
  • Educates Information Services personnel, as appropriate.
  • Demonstrates ability and willingness to travel within the local market.
  • Performs facility rounding to standards.


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