It Manager

IT Manager

Employed by Staffing Services Management

Join Staffing Services Management & Scribe-X, a dedicated and innovative workplace committed to excellence. For the past 10 years, we've been providing customers with the very best medical scribes in the United States, reducing medical documentation burdens and improving the quality of life for healthcare providers. Our mission is to enable healthcare providers to care for patients more effectively while enjoying an improved work/life balance.

Compensation / Benefits:

- Competitive Compensation: Starting at $80,000 Base + Experience, Bonus

- PTO: Starting with 80 hours for the first 12 months and 160 hours of Paid Time Off after 12 months on an accrual basis.

- 401k Match

- Bright Breaks Wellness Program

- Healthcare Benefits

- Professional Growth: Be a key player in the IT Department, collaborating with the CIO and leading a team to resolve technology issues efficiently.

Position Summary:

As the IT Manager of Scribe-X, your primary responsibility is to lead and manage the key functions of the IT Department. You will work closely with the CIO to quickly resolve any major technology issues reported through our ticket system. If you are a hands-on technical leader who enjoys providing the best technical support experience for our internal staff, field employees, and customers, then this is the perfect job for you. You will have to deal with complex technical issues while keeping the bigger picture in mind. Furthermore, your role will require strong leadership skills to guide a team of early-career professionals and communicate effectively with a highly experienced executive team to meet or exceed performance expectations and achieve departmental and company goals.

Duties:

Help Desk Responsibilities:

• Deliver frontline technical support for internal staff, remote staff, and customers
• Implement continuous improvement of Tier 1 support, desktop administration, and telecom delivery for all stakeholders.
• Monitoring ticket closure, volume, and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
• Gather, report, and analyze operational metrics, accomplishments, and priorities for weekly leadership meeting(s).
• Analyze the technical and business requirements of all departments to determine their technology needs
• Successful delivery of - projects supporting the business on time and within budget through proactive team leadership and management.
• Escalation and resolution of technical and software issues to the information systems and development team
• Escalation and resolution of third-party software and systems issues by the support team
• Define team goals and lead staff to achieving desired results, and while being accountable for team performance
• Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customers to ease in troubleshooting.
• Develop and maintain Technical Support/knowledge base.

Employee Supervision

• Achieve department objectives by supervising employees and monitoring their progress and performance.
• Maintain departmental staffing by recruiting, selecting, orienting, and training department employees and providing professional and personal growth opportunities.
• Develop employees within their roles via coaching, counseling, and providing corrective action for team members
• Conduct weekly check-ins with all direct reports to monitor performance, track progress on the completion of work duties and responsibilities, and discuss successes and challenges.
• Conduct quarterly and annual performance reviews and coaching for all direct reports.
• Maintain a safe and healthy work environment by establishing and enforcing organization standards and adhering to legal regulations.
• Develop and document industry-leading employee and customer onboarding processes
• Manage and improve training plan for back office third-party software tech stack
• Manage security and password policy

Experience

• Bachelor's or master's degree in computer science or a related degree
• Minimum of 5 years professional experience
• 3 years of technical experience in IT
• A strong background and success in all aspects of customer service.
• Minimum of 2 years of recent management experience that demonstrates proficiency in leadership techniques and management of talent and resources.
• Hands-on experience with a wide variety of computer software, hardware, and peripherals, including Microsoft Office
• Strong knowledge of programming languages and operating systems; Microsoft Exchange, Active Directory, current equipment and technologies, enterprise backup and recovery procedures, and systems performance monitoring
• Experience with computer security systems, password, and file protection protocols
• Strong networking knowledge to support desktop issues

Related Knowledge, Skills & Abilities

• Solid technical background with an ability to give instructions to a non-technical audience
• Strong communication and interpersonal skills with the ability to effectively listen and communicate information clearly and concisely.
• Plan, organize, and coordinate work to meet established deadlines and accommodate rapidly changing priorities.
• Ability to communicate and partner with other departments to identify and assist in the development of enhanced processes and procedures.
• Facilitate process improvement projects with the team based on sound data analysis.
• Proven ability to lead teams toward organizational goals with successful outcomes
• Monitoring companies network infrastructure and ensuring it runs smoothly
• Demonstrate de-escalation skills and ability to effectively diffuse/resolve customer complaints.

Other Qualifications

• Must be team-oriented, possess a positive attitude, and work well with others.
• Have a genuine passion for providing excellent customer service and a problem-solving attitude.
• Ability to lift up to 30 pounds
• Technical management and understanding
• Analyzing information
• External customer communication
• Staffing
• Problem-solving
• Developing budgets
• Multi-department collaboration and coordination
• Strategic planning
• Quality management

This is an on-site position at the Scribe-X Headquarters located at 931 SW King Ave, Portland, OR 97205

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by the employees assigned to this classification. They are not intended to be construed as exhaustive; duties, responsibilities, and activities may change with or without notice.

Staffing Services Management is proud to be an Equal Opportunity Employer.