IT Phone/Field Services Manager

The IT Operations Manager will oversee the delivery of technical support and customer service to our employees and patients. The IT Operations Manager is responsible for managing a team of End User Support Analysts and Desktop Support Analysts, ensuring that they respond to requests and reported issues with IT systems, enterprise applications and Epic support in a timely and professional manner. The manager will also oversee developing and implementing policies and procedures for the IT Service Desk, as well as monitoring and reporting on key performance indicators. To be successful in this role, you should have a solid background in IT support, as well as excellent leadership and communication skills. You should also be able to handle complex and challenging situations and provide guidance and feedback to your team. If you are looking for an opportunity to lead a dynamic and customer-oriented IT Service Desk team, we would love to hear from you.

In addition to oversight of Service Desk operations, the selected candidate will be responsible for managing a Field Services team consisting of Desktop Support Analysts responsible for both onsite and remote troubleshooting, repair, installation, equipment deployment and PC imaging. This position is responsible for mentoring and training staff, meeting deadlines, working with other department and service area managers identifying opportunities to create and communicate processes that improve user experience and measure performance and reporting key metrics to IT Leadership on a regular basis.

ESSENTIAL FUNCTIONS AND OBJECTIVES*

Job-Specific Competencies

• Lead a team of effective, efficient support staff to provide front line support of any/all IT systems, Enterprise Applications, and Epic support across the enterprise.
• Identifies trends from reporting to determine solutions to trends or problem areas that may need to be addressed.
• Maintain a high level of Service Desk customer focus by prioritizing issues and communicating appropriately with external and internal customers.
• Ensures Field Services team responds to IT requests in a professional and timely manner.
• Work with existing reporting and analytics tools to monitor Service Desk and Field Services performance, identify and address areas of potential performance issues, and monitor key performance indicators.
• Develop cross-team and cross-departmental expertise necessary to effectively respond to issues.
• Perform periodic review and evaluation of all employees, managing necessary performance issues, and training requirements, as necessary for the development of individual resources as a team.
• Ensure customer service excellence by monitoring tickets and reviewing customer feedback.
• Develop and document process and procedural enhancements and assist other departments as needed for continuous process and service improvement.
• Ensure the Service Desk maintains a high level of responsiveness, communication, professionalism, and overall staff knowledge.
• Manage, monitor, and report on the services and service levels required to support and deliver an exceptional Service Desk environment.
• Maintain current knowledge on new and updates to existing products, as well as third-party OS and devices.
• Ensure the Service Desk staff is appropriately staffed, skilled, and trained to deliver excellent technical support and customer.
• Establish working schedules, manage time off to ensure appropriate coverage for operating workloads and task allocations in accordance with contractual requirements.
• Work with Epic, IT and Enterprise Application Directors to ensure Service Desk maintains compliance with Service Level Objectives (SLOs) in accordance with standards.
• Contribute to the change management process; represent the interests of the customer when assessing risk and impact.
• Monitor and test application performance for potential bottlenecks, identify possible solutions, and work with developers to implement those fixes.
• Oversee overall system asset health, including asset management remediation with inventory, updates, and software/update gaps.
• Maintain Escalation contacts and emergency response resources for IT related service issues
• Update job knowledge by participating in educational opportunities, reading professional publications, maintain personal networks and participate in professional organizations to ensure the Company's technology roadmap remains current.
• Must be able to work rotating on-call schedule
• Must be willing to go to local office locations for periodic rounding and leadership meetings
• Must have a vehicle and valid driver's license.
• Must be able to work after hours and on weekends as needed

Practice Core Competencies

• Patient Focus: The extent to which we put patients and their needs first is a primary focus of our actions; developing and sustaining productive patient relationships. Educating patients, building relationships, and taking action to comprehensively meet patient needs and concerns.

• Confidentiality: The extent to which we protect patient privacy by preventing the disclosure of patient information to any unauthorized individuals. In addition, respect for the privacy of colleagues by preventing disclosure of their personal information to any unauthorized parties.

• Safety: Adherence to safety policies and procedures in performance of job duties. Reporting observed or suspected violations, hazards and noncompliance according to practice policy. Observing safety measures in performance of job duties.

• Communication: The ability to effectively communicate, orally and in writing, with patients, colleagues, and outside parties. Clarity, timeliness, appropriateness, effect and outcome of communications.

• Teamwork: Ability to work effectively with colleagues and managers. Keeps others informed of work status and changes that relate to their activities; and encourage team cooperation to successfully carry out team initiatives. The extent to which we demonstrate enthusiasm, courtesy, pride in our work, flexibility and spirit of collaboration.

• Accountability, Productivity, and Planning: The extent to which the employee recognizes personal responsibility, attains goals and achieves high quality results. Our ability to set priorities among activities, utilize available resources, cope with changing conditions and unforeseen events, and assuming responsibility for outcomes.

• Professionalism: Ability to represent the practice as a professional and high-quality organization. Promoting a positive image of OrthoVirginia, Inc. through actions within the work environment and when representing the practice in the community.

• Professional Development: Maintaining and promoting professional competence through continuing education and other learning experiences. Seeking new learning experiences by accepting challenging opportunities and responsibilities. Objectively evaluating suggestions or constructive feedback, and attempting to improve performance or seeking resources/guidance as needed.

BASIC JOB REQUIREMENTS

Education

• Bachelor's Degree or higher in Computer Science and/or equivalent work experience required.

Knowledge/Skills/Abilities

• 4+ years managing help desk and other IT staff.
• Demonstrated skills to develop, lead, and motivate a team of Service Desk professionals to deliver excellent technical support with outstanding service, satisfaction, and timeliness.

• Understanding of ambulatory clinical workflow and/or medical field operations

• Ability to keep current in evolving technical advancements.
• Excellent analytical skills, problem solving skills and ability to resolve problems quickly in their entirety.
• Strong communication skills (verbal and written) including presentation skills
• Experience with monitoring systems and asset management
• Experience with Service Desk incident management / ITIL
• Must be able to lift 50lbs

Experience

• 4 years' experience in IT, healthcare IT preferred

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OrthoVirginia, Inc. is an Equal Opportunity Employer.