Manager, Infrastructure - Network Operations, Northern Region

Beth Israel Lahey Health

1d•$140,005 - $188,428•Onsite

About The Position

This management role is responsible for the delivery of IT Infrastructure services across all BILH entities. The individual is a key contributor in the execution of IT Infrastructure services across the enterprise and works with Level 2 Leadership to define and implement operations. This role is responsible for maintaining all Service Level Agreements and Operations Metrics as defined by IT Senior Leadership and actively participates in change management and root cause analysis for supported services. This role is responsible for managing operations and capital budgets and provides technical and operational leadership to support staff. Information Technology (IT) has undertaken a multi-year effort to harmonize IT systems across Beth Israel Lahey Health. IT staff members may have the opportunity to participate in special projects that span Beth Israel Lahey Health as part of this harmonization effort. This position may be assigned to work on special projects, and other job duties, as needed.

Requirements

High School diploma or GED required.
5-8 years related work experience required.
3-5 years supervisory/management experience required.
Advanced technical computer skills as required for technical support specific to functional area and related systems.
Ability to make decisions that are guided by precedents, policies and objectives. Regularly makes decisions and recommendations on issues affecting a department or functional area.
Ability to address problems that are highly varied, complex and often non-recurring, requiring staff input, innovative, creative, and Lean diagnostic techniques to resolve issues.
Ability to set goals and determines how to accomplish defined results with some guidelines. Manager/Director provides broad guidance and overall direction.
Ability to communicate complex information in English effectively in writing to all levels of staff, management and external customers across functional areas.
Ability to verbally communicate complex concepts in English and address sensitive situations, resolve conflicts, negotiate, motivate and persuade others.
Ability to demonstrate in-depth knowledge of concepts, practices and policies with the ability to use them in complex varied situations.
Ability to lead collaborative teams for larger projects or groups both internal and external to the Medical Center and across functional areas. Results have implications for the management and operations of multiple areas of the organization.
Ability to provide a high level of customer service and staff training to meet customer service standards and expectations for the assigned unit(s). Resolves service issues in the assigned unit(s) in a timely and respectful manner.
Work requires close attention to task for work to be accurately completed. Intermittent breaks during the work day do not compromise the work. Work is varied every day and the employee needs to be adaptable to respond to these changes and use independent judgment and manage priorities.
No patient contact.
Close work (paperwork, visual examination), Color vision/perception, Visual monotony, Visual clarity <3 feet, Conversation, Telephone.
Sedentary work: Exerting up to 10 pounds of force occasionally in carrying, lifting, pushing, pulling objects. Sitting most of the time, with walking and standing required only occasionally.
This job requires constant sitting, Keyboard use.

Nice To Haves

Bachelor's degree preferred.

Responsibilities

Interacts with all levels of the user community, including senior management and medical staff, and is responsible for knowledge of operational and financial policies and procedures.
Operationalizes strategies and goals into program and plans.
Manage complex projects requiring significant planning, technical expertise, change management and manage multiple tasks related to mature technologies and financial applications requiring normal year-to-year-maintenance; contributes advice for group "vision".
Possess a thorough knowledge and understanding of established IS policies and procedures and to effectively translate operational plans into methods and processes to be used in the delivery of services, technology planning and support to customers and employees.
Develop operational and service levels and set reasonable expectations for customers that are based on IT policy; State and Federal requirements; technology or resource limitations; and budgetary constraints.
Lead regular staff meetings at the team/division level in order to communicate, inform and clarify procedures, policy, management directives and performance measurements; focus is generally on month-to-month activities and changes that require complex coordination and are procedure focused.
Routinely communicates with the Director/Vice President and others as appropriate, regarding department functions and the status of various programs, services, and financial objectives.
Has the authority to direct and support employees daily work activities. Has the direct responsibility to undertake the following employment actions: hiring, termination, corrective action and performance reviews.