Manager, Technical Support

Reports to the Director of Information Technology. Responsibilities include the management of Memorial Hospital/Memorial Health System (MHS) personal computers and networks (both local and wide area). Manages the daily activities of assigned Technical Support staff (which includes coordinating workload and scheduling) and provides training and guidance. Acts as a proactive liaison and facilitator with end-user departments. Performs the Essential Functions of the Technical Support Specialist and Network Engineer positions as required.Mission, Values and Service GoalsMISSION: We deliver outstanding care, inspire health, and connect with heart.VALUES: Trust. Respect. Integrity. Compassion.SERVICE GOALS: Personally connect. Keep everyone informed. Be on their team.ResponsibilitiesManages all activities related to local and wide area networks and PC support and ensures effective utilization of MHS computer capabilities by establishing and maintaining standards for quality, efficiency, and timeliness.Schedules the workload of the Technical Support staff in accordance with the priority guidelines set by the Director.Recruiting, hiring, evaluating, coaching, and, if necessary, disciplining the Technical Support staff.Plans and coordinates ongoing training for the Technical Support staff, ensuring comprehensive orientation and training for new staff.Provides ongoing technical guidance and assistance to the Technical Support staff.Maintains the integrity and performance of Memorial Health System's Local Area Networks and Wide Area Networks.Maximizes communication and terminal emulation software.Facilitates effective utilization of computer capabilities.Manages all activities related to the PC maintenance program.Acts as a liaison and facilitator with end-user departments regarding technical support issues, ensuring delivery of solutions that meet their needs efficiently and effectively.Monitors all projects and work assignments in progress and provides periodic status reports to the Director.Maintains department records, reports, and files as required, ensuring that assigned Technical Support staff fulfill responsibilities according to established departmental policies and procedures.Provides excellent customer service at all times, communicating with customers and other staff members in a courteous, responsive, and helpful manner.Seeks possible opportunities to more effectively utilize MHS computer capabilities and communicates these opportunities to the Director.Assists in the care and maintenance of department facilities, equipment, and supplies.Works cooperatively with other department staff on a variety of projects.Participates on Memorial Hospital/MHS committees as requested.Completes other job-related duties and special projects as directed.Leadership CompetenciesDrives results—consistently achieving results, even under tough circumstances.Customer focus—building strong customer relationships and delivering customer-centric solutions.Instills trust—gaining confidence and trust of others through honesty, integrity, and authenticity.Collaborates—building partnerships and working collaboratively with others to meet shared objectives.Communicates effectively—developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.Organizational ResponsibilitiesAttends and participates in department meetings and is accountable for all information shared.Completes mandatory education, annual competencies, and department-specific education within established timeframes.Completes annual employee health requirements within established timeframes.Maintains license/certification, registration in good standing throughout the fiscal year.Direct patient care providers are required to maintain current BCLS (CPR) and other certifications as required by position/department.Consistently utilizes appropriate universal precautions, protective equipment, and ergonomic techniques to protect patient and self.Adheres to regulatory agency requirements, survey process, and compliance.Complies with established organization and department policies.Available to work overtime in addition to working additional or other shifts and schedules when required.Commitment to Beacon's Six-Point Operating System (The Beacon Way)Leverage innovation everywhere.Cultivate human talent.Embrace performance improvement.Build greatness through accountability.Use information to improve and advance.Communicate clearly and continuously.Education and ExperienceKnowledge, skills, and abilities normally acquired through the successful completion of a Bachelor's Degree in Computer Science or a related area from an accredited college or university.Certification as a Certified Network Engineer is required.Three to five years of progressively responsible experience in project management and network management systems is required.One to two years of supervisory/managerial experience is preferred.Preference given to candidates with training and experience with software and hardware products regularly used by MHS.Knowledge & SkillsDemonstrates advanced knowledge of various development tools, PCs, Local Area Networks, and Wide Area Networks, specifically those used at MHS.Demonstrates a history of successful supervision and training of technical personnel, with the ability to develop and maintain effective working relationships.Demonstrates a solid understanding of Memorial Hospital/MHS departmental operations and their interaction within a computerized environment.Requires supervisory/management skills necessary to effectively plan, manage, organize, and evaluate the assigned Technical Support staff.Demonstrates high-level analytical and problem-solving skills and the ability to identify problems and deliver solutions in a timely and efficient manner.Demonstrates interpersonal and communication (both verbal and written) skills necessary to deal effectively with all levels of Memorial Hospital/MHS staff and vendor representatives, and the ability to provide effective training.Working ConditionsWorks in an office environment; however, work is sometimes performed in small, cramped areas.May experience some mental/visual fatigue due to continued use of computer equipment.Physical DemandsRequires the physical ability and stamina to sit, stand and/or walk for prolonged periods of time; lift, hold and carry objects weighing up to 30 pounds; use common computer hand tools, etc.J-18808-Ljbffr