Manager of IT Customer Support Services

Job Overview

Our client in the San Diego area of CA has an excellent opportunity for a Manager of IT Customer Support Services!

Responsibilities:

• Under the general direction of the CTO, provide the Information Management division with operational management & oversight for assigned services relevant to Software and hardware associated with end user devices and all services and functions of the End User Services (EUS) staff. Responsible for service delivery, program management and directing all technical repair and replacement for all appropriate end user devices.
• Manage all continuous services Programs, Initiatives, Projects, and Daily Activities.
• Provide leadership, both technical and managerial, to staff and establish & manage adherence to standards for systems workstation image(s) development and maintenance of relevant EUS devices. Maintain adherence to HIPPA compliance and security requirements and manage all daily activities as well as projects within this assigned area of responsibility.
• Direct Staff management duties include: 1) Hiring & termination of direct reports; 2) Administration, discipline, evaluation, promotion, salary adjustment, time card management and time off requests; 3) Definition of performance expectations & provisions consistent feedback on an ongoing basis; 4) Make recommendations for career planning, succession planning & development; 5) Resolution of interpersonal conflicts between employees & their peers or clients.

Requirements:

• Bachelor’s Degree.
• 5 Years of Experience.
• Technical and management experience in developing technical solutions, serving as a project manager and serving as a technical lead in daily activities as well as formal project assignments.
• Experience in defining, developing, and implementing organization, process execution and operational Excellence standards.
• Has effectively managed a team of Information Systems professionals in an integrated environment previously in their career.
• At least five years of experience in fundamentals of healthcare organization, management techniques and HIPAA and Security and compliance requirements.
• Direct implementation experience within HealthCare Information Systems environments like EPIC, Cerner, Meditech, PeopleSoft, PACS and Bio Med systems.
• Experienced in defining and implementing system upgrades, patching, security agent management, IT inventory management, CMDB functionality and hardware/software license management.
• Experienced in Project Management including defining and managing internal projects and participation in business projects managed by others.
• Manage and direct all EUS Programs including Two Factor Authentication, EPCS processing, Secure Text Messaging, Electronic Badge Logon, Workstation Image management and patch management, Asset Management and Inventory Control, BYOD and MDM services and Zoom teleconference services and is experienced in all of these areas.
• End user devices include workstation computers, COWS, Mobile phones, electronic tablets, laptops, scanning devices, printers, and label machines, Maarti translation devices, VDI environment, Thin client systems, Citrix accessibility, telemedicine devices, Audio Visual Equipment and Zoom conferencing devices. Experienced with all or the majority of these device types.