IS Service Center Manager

posted on June 24, 2021

Job Description

Location: Birmingham, AL

Duration: Permanent

Responsibilities: 

  • Assigns and oversees daily tasks for Call Center and assigned technicians.
  • Directs and coordinates activities of technicians to ensure progress and schedules are on time.
  • Build strong relationships with the Hospital and Clinic leadership teams and users.
  • Consults with management, reviews project/task proposals to determine goals, time frame and procedures for accomplishing projects, staffing requirements and allotment of resources.
  • Coordinate resources and staff to provide technical assistance with PC, printers, peripherals, mobile devices, networking environment, and other devices to be identified.
  • Monitors support requests to ensure timely and effective response, and to identify patterns or potential problem areas.
  • Provides courteous and friendly support to end users, responsible for training Service Center on new processes.
  • Performs purchase and procurement of technology related equipment.
  • Take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders, and post incident review.
  • Sends mass communications as necessary regarding major IS issues/events and maintenance downtimes.
  • Supervises the progress of the Service Center staff to ensure timely and effective response to the customer.
  • Manages timecards enacting measures to limit overtime hours.
  • Communicates the resolution of hardware and software problems to the user in a professional and courteous manner.
  • Analyzes problem trends to identify areas of concern based on reported problems and trends.
  • Works with the other IS sections to develop processes and documentation.
  • Ensures that the IS Service Center team has up-to-date documentation, processes, and procedures.
  • Ensures that the IS Service Center team has documented education programs for all positions on the team.
  • Assess and maintain asset management along with purchasing, receiving and budgetary quotes duties.
  • Project management responsibilities as they relate to rollouts, upgrades, location moves, and others as needed.
  • Identifies and schedules project deliverables, milestones and required tasks.
  • Schedules repairs on printers, computer hardware, software, and coordinates with vendors when necessary.
  • Prepares status reports, metrics and keeps management, clients, and others informed of status.
  • Assist team members in the resolution of technical issues.
  • Maintains IS equipment in accordance with established practices and guidelines, including existing constraints and directives imposed by Client.
  • Maintains knowledge base, technical documentation and measures results against technical specifications.
  • Responsible for interfacing with the customer about technical issues in a manner understandable by the customer.
  • Responsible for using the trouble ticket system to input, update, and track restoral actions for customers.
  • Define, refine, and review ticket flow and escalation procedures as needed.
  • Maintains the highest level of confidentiality and integrity when dealing with Hospital and Clinic related data, follows HIPAA confidentiality guidelines.
  • Performs support activities including but not limited to, proactively rounding, staff and vendor meetings.
  • Maintain and regularly review an inventory of Hospital and clinic owned information technology equipment.
  • Performs other duties as assigned in accordance with functional and mission requirements.

 

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