IT Operations and Support Manager (Full-Time, 1.0/Days)

Hospice & Community Care•Lancaster, PA

4d•Onsite

About The Position

Hospice & Community Care provides quality care to thousands of patients and families every year so they can live better at end of life. We are able to support hundreds of individuals in our community each day because of our incredible staff. Whether in a clinical role or supporting the organization behind the scenes, your career at Hospice & Community Care makes a meaningful difference to patients and families. This is a Full Time position (80 hours per biweekly pay period) with working hours from 8am - 5pm.

Requirements

3+ years of recent computer operations/support required.
Extensive computer skills and experience with recent versions of Windows Desktop/Server required
Experience with Backup/Recovery operations required
Active Directory, DHCP, DNS and Group Policies experience required

Responsibilities

Provides oversight and guidance to direct reports and team.
Manages I.T. support processes, including assuring incoming support requests are prioritized and handled in a timely fashion.
Supervise and educates I.T. support staff on processes and assist with support requests that cannot be handled by I.T. Support Coordinators. This position serves as “level 2” when escalations are needed for support issues. Also, directly covers I.T. Support needs due to I.T staffing or volume of support issues.
Reviews I.T. Support feedback and create initiatives to address support improvement as needed. Continuously evaluates I.T. support processes for enhancement opportunities.
Manages operations of all desktop, laptops, printers, phones, cell phones, and other hardware. This includes setup, deployment, and repairs of these devices. Works in conjunction with vendors to meet organization needs.
Oversees and manages user account setup and new equipment deployment for new hires. Oversees and processes returned equipment for staff leaving and shutting down of user account access.
Performs and oversees daily, weekly and monthly computer system maintenance and monitoring.
Searches for and develops more cost-effective solutions when possible.
Reviews “Business Continuity Plan” and maintains appropriate documentation in the written plan based on operational needs.
Maintains the organization phone, voice mail system and telecom services. Works in conjunction with vendors for repairs.
Supports the “IT Infrastructure and Software Manager” and “I.T. Director” with incident management.
Collaborates with other I.T. members, especially the “IT Development Manager” to align support and operations with changes made by the I.T. development team.
Works with the department in developing recommendations to improve and enhance organization’s network, systems, end-user training/support and overall utilization of technology. Assists in implementing enhancements and solutions.
Assists other staff in the Information Technology Department with routine functions and special projects when needed.
Focuses on operational security aspects of software, services and systems. This includes reviewing logs and acts on security issues that arise.
Oversees computer access and account management, including user account setup for staff and contractors.