IT Manager

IT Manager

Leading NYC Medical Center Facility is seeking a highly motivated experience IT Manager to manage their End User Infrastructure environment. Candidates must have knowledge experience managing IT departments in the corporate or preferred medical environment as well as qualifications below. Excellent opportunity for the right individual.

Title: End User IT Infrastructure Support Lead

Position Summary:
Responsible for managing the Epic desktop team's daily activities surrounding the deployment and support of the Facility Group Practice offices, to include on-site and remote desktop support, equipment deployment and scheduling and ensuring timelines remain on target in regards to the Epic equipment rollout for the Medical Center employees and its affiliates. Oversee and optimize daily operations workflow.

Job Duties:
The job responsibilities of a Support Lead include but are not limited to:
Project manage multiple hardware rollouts across multiple locations throughout NY and NJ related to the Epic rollout
Provide daily reports to leadership on all deployment activities related to the Epic rollout
Collaborate with other technical teams to transition support and deployment documentation as it relates to Epic
Supervise and monitor staff performance and provide annually staff reviews as mandated by Human Resources.
Coordinate and plan staff activities to accomplish the work unit's objectives. (Desktop objectives: implementation, installation, maintenance and support of End User Infrastructure Support equipment, software and connectivity for PDA's, PCs - Macintosh, PC/Workstation, printers, LAN, AV, Video conferencing, telephone, POS systems, scanners etc.. .
Oversee the printer queue creation on the clinical printer server
Monitor the workgroup's assigned desktop queue(s) in the Front Range ticket system. Prioritize, delegate, and track daily work tasks.
Coach and teach staff in their skills/career development
Ensure staff are complying with best practices (e.g., updating journal entries; documenting actions taken on all ticket requests; closing tickets within established service levels; entering weekly time, etc.)
Analyze workgroup processes and procedures; suggest and implement improvements.
Serve as a resource to staff and clientele for problem escalation and resolution.
Identify, raise and communicate issues/status to upper management on a regular basis.
Exemplify the customer service standards set by department. Field and respond to all customer inquiries and complaints. Address issues in a timely fashion.
Serve as a subject matter expert across the IT organization. Provide consultation on complex projects.
Interact and collaborate with other MCIT and organizational groups to provide complete solutions to end users.
Act as a technical resource to clients in making hardware and software acquisition recommendations.
Troubleshoot and solve complex software and hardware problems/malfunctions.
Lead, assist and/or participate in planning and implementing strategic IT projects.
Possess/obtain knowledge of applications used by the departments supported.
Perform necessary administrative duties within deadlines. Ensure staff meets their work and administrative deadlines.
Responsible to create, review, and maintain written documentation on problem solutions, project plans, tool configurations, deployment standards and end user documentation.
Provide one-on-one instruction/training/guidance to end users, staff and the help desk on use of hardware/ software and standard procedures.
Perform related duties as assigned or requested. Works under general direction.
Required to work nights and weekends as necessary to support emergencies or projects.

Minimum Qualifications:
BA or BS in Computer Science, Information Systems or a related discipline or equivalent work experience.
Three to five years Project Management experience a must
At least six, typically ten or more years of support and analysis experience in End User computing applications and infrastructure or an equivalent combination of education and work experience.
Work experience in healthcare and/or education or equivalent experience in complex organizations.
Requires an in-depth knowledge of personal computing, MAC and Windows PC/Workstation based LAN systems, TCP/IP protocols, End User Infrastructure Support management tools, client functions and applications, etc.
Excellent consultative and communication skills, analytical ability, decisiveness, strong judgment, and the ability to work effectively with clients, IT management, staff and vendors.
At least three to five years experience managing a team of technical resources in End User Support and hardware deployment across multiple locations
Must have excellent interpersonal skills, and ability to understand the business and technical needs of the client as well as foster customer relationship building and deliver outstanding customer service.
Excellent verbal and written communication skills; ability to communicate technical information to non-technical users; ability to work effectively with customers.
Candidate should be able to work in a fast-paced environment, support multiple initiatives simultaneously, prioritize work to meet and or exceed established service levels and be dependable.
Strong time management, technical and analytical skills required.
Ability to think logically and creatively in problem solving.
Contributes individually with minimal supervision and as part of a team.
Ability to work effectively with customers and other IT team members.

Preferred Qualifications:
Familiarity with Front Range ticketing system and Microsoft Outlook a plus.
Experience with Epic and ambulatory practices a plus
Familiarity with Patient Secure a plus
ITIL certification or familiarity a plus.
Human Resource policies/procedures knowledge a plus.
Knowledge and experience supporting end users use of telecommunications, audio visual, video conferencing and data networks a plus.
Knowledge of Windows, Linux and Apple operating systems and hardware a plus.

• Location: Manhattan
• Compensation: Highly competitive salary up to $95k based on knowledge experience.
• Principals only. Recruiters, please don't contact this job poster.
• Please, no phone calls about this job!
• Please do not contact job poster about other services, products or commercial interests.