Manager, IT Field Services - SSO Information Technology - USA Health Shared Services

USA Health • Mobile, AL

7d • Onsite

About The Position

USA Health is Transforming Medicine along the Gulf Coast to care for the unique needs of our community. USA Health is changing how medical care, education, and research impact the health of people who live in Mobile and the surrounding area. Our team of doctors, advanced care providers, nurses, therapists, and researchers provides the region's most advanced medicine at multiple facilities, campuses, clinics, and classrooms. We offer patients convenient access to innovative treatments and advancements that improve the health and overall well-being of our community.

Requirements

• Associate's Degree from an accredited institution with a focus in information technology, administration, or a related field and 5 years of IT experience, 2 of which were in a leadership capacity Required OR Bachelor's Degree from an accredited institution in information technology, administration, or a related field and 2 years of IT experience in a leadership role Required
• Comparable combination of education and experience may substitute for the above requirements.

Responsibilities

• Lead the IT Technical Specialist team across USA Health.
• Manage task assignments, schedules, training and development, and employee time.
• Assist the director with regular evaluations.
• Oversee hardware aspects of projects such as upgrades or updates.
• Conduct hardware walkthroughs and assessments.
• Manage hardware needs for construction projects including relocations, renovations, and net new construction.
• Function as a member of the IT Technical Specialist team, including completing tickets or covering on call, as needed.
• Set and uphold customer service standards.
• Contribute to improving customer service and end user support by actively responding to queries and handling complaints.
• Establish, document, and train on best practices through the entire technical support process.
• Ensure all documentation used to support the functions and personnel of the team is clear, concise, up-to-date, and published to a designated application.
• Provide follow-up with end users to ensure their issues were resolved and identify areas of improvement.
• Develop reports as requested.
• Provide customer feedback to the appropriate IT teams.
• Conduct quality assurance reviews on tickets and tasks.
• Create and publish the schedule, including coverage for on-call and holidays.
• Oversee the AV Team, including overview of projects, standards, and priorities.
• Oversee IT Procurement for Desktop, Network, Telecom, AV, and others, ensuring purchasing standards and processes are preserved, stock par levels are maintained, and appropriate vendor and model options are compared.
• Complete all mandatory department, educational, and hospital requirements.
• Adhere to current Infection Control and Safety Standards.
• Maintain regular and prompt attendance.
• Ability to work the defined schedule and overtime as required.
• Perform related duties as assigned.

Benefits

• Employees must be in a regular position, working 20 hours or more per week (.50 FTE or greater) to qualify for benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree