Manager IT Field Services - Field Services

Manager Of Information Technology (It) Field Services

The Manager of Information Technology (IT) Field Services oversees all IT field service operations including installation, maintenance, and repair of IT end user hardware as well as initial triage of IT application support across the Health First Integrated Delivery Network (IDN). The Manager of IT Field Services ensures to maintain a positive and successful experience provided by IT Field Service Technicians, training, coaching, and mentoring Associates on how to deliver the best customer service possible and to effectively build a customer-first and team-based culture. The Manager of IT Field Services will develop methods, guidelines, and policies to facilitate efficient service delivery. The Manager of IT Field Services coordinates with various IT teams and Project Management Services to develop IT end user hardware configuration and support, while overseeing vendor services and delivery related to field service responsibilities.

Primary Accountabilities

1. Leads daily field service operations across multiple sites to ensure quality patient care and customer satisfaction.

2. Monitors IT Service Management (ITSM) tools and performance management dashboards to transparently track, report and manage Key Performance Indicators (KPI's), goals, and objectives, including SLA's.

3. Performs lifecycle management and related capital planning for end user devices. Manage inventory and assets to ensure systems, applications and equipment are properly maintained to deliver quality and timely services.

4. Manages relationships with partner and vendors to ensure timely and quality delivery of products and services to our customers, including to ensuring proper inventory levels and warranty repair of end user device hardware. Conduct periodic business reviews with select vendors.

5. Oversees schedules, workloads, overtime, and overall demand on labor resource planning to provide fields services support for the IDN.

6. Reviews projects, define the equipment and service scope with customer and project management offices.

7. Partners with procurement to prepare equipment PO's, installation and parts lists, and project required items as well as to coordinate shipment and installation to customer site.

8. Supervises low voltage and electrical installation and enforce scope as well as managing customer expectations.

9. Develops programs to improve technical and customer service skills of field services staff.

10. Addresses customer inquiries to resolve issues and obtain customer feedback proactively.

11. Maintains positive and healthy relationships with various partner IT teams to ensure customer service effectiveness.

Leadership Accountabilities

1. Define and communicate a clear, compelling vision for the team that effectively ties into the mission and vision of Health First, and inspirationally lead the team to achieve that vision.

2. Provide leadership, motivation, coaching, feedback and support to foster and strengthen growth and development of an effective, high performing team.

3. Lead change through effective communication, explaining the connection and value to the organization, creating stronger buy-in and urgency, while understanding impact to the team to obtain commitment.

4. Demonstrate openness to hearing diverse ideas and thoughts; create a sense of inclusivity; and encourage collaboration across teams to help break down silos to meet the team's and organization's goals.

5. Recruit, select, grow, and retain highly engaged, high performing diverse and inclusive associates.

6. Contribute to and support the strategic direction, and demonstrate financial acumen, for areas of responsibility and organization.

Work Experience

Minimum Qualifications

• Education: Bachelor's degree in IT, Business Administration, or a relevant field.

• Work Experience:

   o Five (5) years' experience in leadership.

   o Seven (7) years' experience in Information Technology.

• Licensure: None

• Certification: Desktop Manager certification from Help Desk Institute (HDI) within one (1) year of state date and maintained.

• Skills/Knowledge/Abilities:

   o Must be knowledgeable in LEAN principles.

   o People management skills.

   o Ability to organize, motivate and lead diverse teams to achieve results.

Preferred Qualifications

• Education: Master's degree in IT, Business Administration (MBA) or a relevant field.

• Work Experience: Five (5) years' experience in IT within a healthcare setting.

• Certification: Any one of the following:

   o Information Technology Infrastructure Library (ITIL) certification.

   o LEAN Six Sigma certification(s).

Physical Requirements

• Majority of time involves sitting or standing; occasional walking, bending, and stooping.

• Long periods of computer time or at workstation.

• Light work that may include lifting or moving objects up to 20 pounds with or without assistance.

• May be exposed to inside environments with varied temperatures, air quality, lighting and/or low to moderate noise.

• Communicating with others to exchange information.

• Visual acuity and hand-eye coordination to perform tasks.

• Workspace may vary from open to confined.

• May require travel to various facilities within and beyond county perimeter; may require use of personal vehicle.

Benefits

At Health First, diversity and inclusion are essential for our continued growth and evolution. Working together, we strive to build and nurture a culture that recognizes, encourages, and respects the diverse voices of our associates. We know through experience that different ideas, perspectives, and backgrounds create a stronger and more collaborative work environment that delivers better results. As an organization, it fuels our innovation and connects us closer to our associates, customers, and the communities we serve.

Schedule: Full-Time