DHTS IT MANAGER

Duke University • Durham, NC

354d

About The Position

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together. Pursue your passion for caring and innovation with Duke Health Technology Solutions, which is dedicated to the transformation, development, and management of enterprise information technology solutions across Duke Health. By harnessing the power of innovative technologies like cloud computing and artificial intelligence - and pairing them with a forward-thinking approach - Duke Health Technology Solutions is revolutionizing the future of health care at Duke Health and beyond.

Requirements

• BA/BS degree or equivalent relevant training or experience
• 3 - 4 years of progressive technical experience
• 2 - 4 years of project management/team leadership/supervisory experience
• 3 - 5 years of related customer support
• Business skills with a focus on customer satisfaction
• Excellent time-management and organizational skills
• Demonstrated written and verbal communication skills
• Excellent interpersonal and team-building skills
• 2 years experience in customer service management systems (ServiceNow, etc.)
• Proven experience in a customer service center setting
• Leadership and conflict management skills

Nice To Haves

• BA/BS degree in a related technical discipline
• Health profession and/or Duke experience
• Ability to effectively communicate with technical and non-technical personnel at various levels in the organization
• Analytical and solution-oriented
• Self-motivated and goal-oriented
• Familiarity with Service Management frameworks, e.g., ITIL, Six Sigma, etc.

Responsibilities

• Manage projects and tasks for a team of analysts in support of the above role
• Provide technical and strategic leadership to the team
• Work with the management team to develop a strategic vision
• Manage the day-to-day operational staff activities and assignments as well as all Customer Support functions and personnel
• Monitor staff progress, report status, and metrics
• Evaluate requests for service, prioritize and assign resources in order to maximize customer satisfaction
• Participate in other project planning efforts as they relate to Duke Health initiatives, including project management on key efforts
• Participate in the development and management of operating and capital budgets
• Participate in all personnel management functions, including hiring, terminations, personnel evaluations, and performance reviews, including disciplinary action when required
• Train, coach, and mentor Service Desk Analysts and other staff
• Must participate in Crisis Management efforts, which includes 24/7 on-call rotation
• Required to be on-call in support of team questions/challenges
• Perform other related duties incidental to the work described herein

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Educational Services
• Education Level: Bachelor's degree