Manager Level 2 & 3 Desktop Support - Healthcare

Manager Of Level 2/Level 3 Desktop Support And Project Management

St. John's Episcopal Hospital is the only hospital providing emergency and ambulatory care to the densely populated, culturally and economically diverse, and medically underserved populations of the Rockaways and Five Towns in southern Queens County and southwestern Nassau County, New York. Celebrating over 110 years of community care, the 257-bed facility provides people of all faiths with comprehensive preventive, diagnostic treatment and rehabilitative services, regardless of ability to pay.

We are seeking a highly skilled and experienced Manager of Level 2/Level 3 Desktop Support and Project Management to join our healthcare organization. The successful candidate will be responsible for overseeing the day-to-day operations of the Level 2 and Level 3 desktop support teams, ensuring the delivery of high-quality technical support services. Additionally, this role involves co-managing IT projects to improve and enhance our healthcare systems and infrastructure. The ideal candidate will have a strong background in desktop support, project coordination, and healthcare IT.

Key Responsibilities:

• Team Leadership: Manage and lead the Level 2 and Level 3 desktop support teams. Provide guidance, mentorship, and performance evaluations to ensure the team meets service level agreements (SLAs) and performance metrics.
• Technical Support: Oversee the resolution of complex technical issues, including hardware, software, and network-related problems. Ensure timely and effective troubleshooting and support for healthcare staff.
• Project Management: Plan, execute, and manage IT projects related to desktop support and infrastructure improvements. Develop project plans, timelines, and budgets, and ensure projects are completed on time and within scope.
• Process Improvement: Identify opportunities for process improvement within the desktop support function. Implement best practices and standardized procedures to enhance efficiency and service quality.
• Stakeholder Communication: Serve as the primary point of contact for stakeholders, including healthcare staff, vendors, and other IT teams. Communicate project status, technical issues, and support activities effectively.
• Vendor Management: Manage relationships with external vendors and service providers. Ensure that third-party solutions and services meet the organization's technical and performance requirements.
• Documentation: Maintain comprehensive documentation of support activities, project plans, and standard operating procedures. Contribute to the development of knowledge base articles and user guides.
• Compliance: Ensure compliance with relevant healthcare regulations, such as HIPAA, and organizational policies. Oversee security and data protection measures within the desktop support function.
• Training and Development: Provide training and development opportunities for the desktop support team. Ensure team members stay current with emerging technologies and best practices.

Qualifications:

• Education: Bachelor's degree in Information Technology, Computer Science, or a related field. Equivalent experience in healthcare may be considered.
• Experience: Minimum of 7 years of experience in desktop support, with a minimum of 3 years in a managerial or supervisory role within healthcare IT is required.
• Certifications: Relevant certifications such as CompTIA A+, Network+, ITIL, or similar are a plus.
• Technical Skills: Strong technical knowledge of desktop support, including hardware, software, and network troubleshooting. Familiarity with healthcare IT systems, electronic health records (EHR), and clinical applications.
• Project Management Skills: Proven experience in overseeing IT projects, including resource planning, execution, and delivery. Strong organizational and time management skills.
• Communication Skills: Excellent verbal and written communication skills. Ability to effectively communicate technical information to technical and non-technical audiences.
• Leadership Skills: Strong leadership and team management skills. Ability to motivate and lead a team of technical professionals.
• Problem-Solving: Strong analytical and problem-solving skills. Ability to think strategically and develop innovative solutions to complex technical challenges.
• Customer Service: Commitment to providing high-quality customer service. Demonstrated ability to remain calm and professional in stressful situations.