It Support Services Manager

About SAC Health:

SAC Health's mission is to reflect the healing ministry & love of Jesus Christ through healthcare, education & partnerships that empower our communities to flourish.

SAC Health's Core Values:

Quality Healthcare - providing patient-centered, culturally-sensitive, equitable care that is safe, timely, effective, efficient, while seeking to prevent illness & disability
Teamwork - working together to achieve a common goal, with a willingness to serve each other in a Christ-like manner
Wholeness - ministering to the spiritual, physical, mental & emotional needs of others
Integrity - living & working in an authentic, honest way that inspires trust
Compassion - engaging with the needs & suffering of others, out of concern for their well-being
Excellence - striving to exceed expectations for our patients, community, & staff
Humble Service - caring with a kind & selfless spirit
Respect - holding others in high regard by empowering them to reach their God-given potential

DESCRIPTION:

Manages the technical support and clinical application support teams for Sac Health IT department in a fast-paced technical environment. The IT Support & Services Manager develops and executes a support service program which provides consistent level of customer service and adherence to IT policies and procedures. The support service will include tier 2 and/or infrastructure that enables the delivery of customer-facing IT services such as: clinical applications (Epic, Dentrix, Synergy, Impax, Go Check kids, Welcome app, etc.), local area network, wide area network, VoIP telephony, vendor management, procurement, standards and procedures, monitoring and reporting, with emphasis on cloud technology in order to accommodate the rapid growth of clinical staff and expansion of clinical sites. The IT Support & Services Manager interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department. Adopts project management methodology to undertake projects and resolves problem situations in a professional manner.

Schedule: 4 days per week, 10 hours per day. This position must be onsite 4 days per week - remote opportunities not available.

ESSENTIAL FUNCTIONS AND DELIVERABLES:

• Takes ownership of stakeholder customer issues and see problems through to resolution and provide enterprise level technical support in a clinical healthcare setting to our customers onsite or via phone, web, email and other support channels as required in a timely manner.
• Implements standards and service levels to ensure support to end-users, manages and/or facilitates knowledge base content for support. Familiar with concepts, practices, and procedures of the help desk and EHR support.
• Support and mentor technical operations staff and clinical applications staff, including prioritizing and assigning work; provide training for staff. Ensure that employees follow policies and procedures; maintain a safe working environment; conduct performance evaluations; and make hiring, disciplinary, and termination recommendations.
• Manager will navigate resolutions to challenging incidents, requests, and customer escalations. Partner with and influence stakeholders to promote simplification, standardization, and innovation.
• Manage the technical service team including technicians. Manages the IT service desk issues.
• Provide operational support and best practice implementation for IT service-related functions.
• Work with Technical Support Supervisor to plan, design, develop, implement, and maintain knowledge base articles, epic tip sheets, systems/networks documentation, support catalogs, etc., on a shared platform to allow easy access to staff, while disseminating awareness thru clear, concise, and consistent communication.
• Identify opportunities to improve IT service levels measured through KPIs alongside Technical Support Supervisor. Works cross functional with other IT departments for support experience.
• Provides oversight to service levels for the agency and manages processes for teams. Leads, manages, and provides operational support to staff.
• Recommend policies and operational procedures, documentation, and planning for the operation of service level agreements to meet overall functional requirements.
• Maintain current knowledge of industry technical developments, trends, and standards. Advises management of such to meet business and/or clinical need.
• Work with Technical Support Supervisor for IT procurement and adhering to processes. Prepare cost estimates and budget recommendations and monitor expenditures to Director of IT & CIO.
• Ability to perform as a technical lead for clinic integrations. Research, diagnose, troubleshoot, and identify solutions to resolve customer issues related to clinical application use, design and configuration.
• Take issues elevated from the clinical IT support and service desk staff as needed and directed by management.
• Demonstrate the ability to be culturally sensitive and respect diversity, work effectively and with individuals of different cultures and socioeconomic status, a passion for service.
• Respond to users' inquiries in person, telephone, and e-mail concerning systems operation. Diagnose system hardware, software, and operator problems. Recommend or perform actions to correct issues and problems.
• Lead and provide technical support for on-site computer support related to all satellite clinics. Develop standing schedule of rotating technicians to attend and provide IT support to all remote site clinics and administration offices.
• Assume project management responsibilities for assigned IT/Clinical IS related services implementations, upgrades, migrations, and installations.
• Travel, and overtime (after-hours and/or weekends), will be required for the purpose of meeting with clients, stakeholders, or off-site personnel/management and providing support.
• Other duties as assigned by the Director of IT or CIO.

QUALIFICATIONS:

• Education: Bachelors' degree in Computer Science or related field, or a High School Diploma with 5+ years of related Healthcare or Information Technology Experience is required.
• Licensure/Certification: Requires a valid current driver's license and current auto insurance.
• Experience: Minimum of five (5) years' information systems experience is required. Minimum of five (5) years' experience with EHR systems preferred. Minimum of three (3) years' management or project management preferred. Experience developing or supporting medium to large enterprises is preferred. Must have active knowledge of all core operating software applications. Substantial knowledge/experience with Cloud infrastructure/architecture desirable. Familiarity with ITIL / Service management tools preferred.
  Essential Technical/Motor Skills: Computer and software program knowledge necessary to the position is required, including Microsoft Office Suite (Word, Excel, PowerPoint, Visio, OneNote etc.) and various other productivity suite components. Manual dexterity to operate office equipment such as a telephone, computer, keyboard, printer, copier, fax machine, as well as other equipment necessary to the position. Finger and hand dexterity to write legibly and computer data input, with the ability to work on a computer for extended periods of time.
• Interpersonal Skills: Possess excellent communication and listening skills with the ability to convey information and interact and communicate positively, effectively, and professionally verbally and in writing with all levels of staff, providers, residents, and patients. Able to effectively motive, direct, train and assist staff members through effective leadership and management. The ability to create and maintain a cohesive team environment and exhibit ethical decision-making practices. Ability to establish effective relationships with individuals in similar leadership roles in and outside the organization.

Must be legally authorized to work in the United States on a full-time basis. Must not now or in the future require sponsorship for employment visas.

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Full Benefits Package:

• PTO and Sick Leave Plans
• Medical / Dental / Vision package
• Monthly Health Insurance Premium Rates among the lowest in the industry
• Retirement Account with up to 8% employer contribution
• Employer-paid Life Insurance
• Fitness Facility access
• 9 Paid Holidays
• 1 Paid Birthday Holiday

EEO

SAC Health complies with applicable Federal and State civil rights laws and does not discriminate based on race, color, national origin, age, disability, sex, sexual orientation or gender identity.