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Information Technology Director – Customer Support Services

4 months ago

Syracuse, United States State University of New York Upstate Medical University Full time

Why Upstate Medical University:

SUNY Upstate Medical University, located in Syracuse, NY, is the only academic medical center in Central New York. It is also the region's largest employer with 9,460 employees.


The Upstate University Health System serves 1.8 million people, often the most seriously ill and injured, and includes Upstate University Hospital; Upstate University Hospital at Community Campus; Upstate Golisano Children's Hospital, and numerous satellite sites. Upstate Medical University's educational mission is anchored by its four colleges—Medicine, Nursing, Health Professions and Graduate Studies (biomedical sciences).


Affiliated with the State University of New York, Upstate's mission is to improve the health of the community through education, biomedical research and health care.


Innovating Healthcare Through Technology

Join our Information Management and Technology (IMT) team at Upstate Medical University to contribute to groundbreaking advancements, where technology meets healthcare. The IMT department is a full-service SUNY IT business division, supporting over 18,000 devices, 17,000 end users, 300 applications, 76 facilities and two hospitals in the Upstate community.


Our team of over 400 forward-thinking professionals thrives on collaboration and innovation. We believe in the power of collective expertise to drive meaningful change. And we're dedicated to pushing the boundaries of what's possible to improve patient care and outcomes.


If you are looking for a career path that merges your passion for technology with a purposeful career that has a direct impact on your community, apply to join our Information Management and Technology (IMT) team at Upstate Medical University.


Job Summary:

The Information Technology Director of Customer Support Services provides leadership for the strategy, management, integration/implementation, support and maintenance of information systems in support of patient care, education, and research at Upstate Medical University.

  • The Customer Support Services department currently has a staff of almost 60 FTEs between its Desktop Support, Help Desk, Server Administration, Research Technology, and Cloud Solutions sub departments.
  • Will have oversight for all major implementations and support activities related to applications, including timely delivery and budget management. Ensures that departmental initiatives are aligned with institutional and information technology strategic plans and goals.
  • Manage the allocation of staff, financial resources, and all other resources within the department.
  • Oversee IT professionals in large healthcare environment providing end user support to over 17,000 end users, infrastructure support (including 76 facilities and 2 hospitals), and operational support throughout institution including 1st to 3rd level support for the resolution technical issues. Professional staff includes IT call center, desktop technicians, system administrators, and engineers. Establish and monitor customer service standards and service performance metrics. Timely identification, investigation, resolution, and root cause analysis of critical technical issues. Provide guidance for maintaining and updating IT service catalog.
  • Manage capital and operational budgets for hardware procurement and enterprise software agreements.
  • Maintain knowledge of industry standards and best practices for both technology service/support and for technology strategies and solutions.
  • Research, evaluate and recommend new technologies and solutions; establish enterprise technology strategy including desktop devices, server and enterprise infrastructure, mobile devices, and employee productivity software and solutions.
  • Support infrastructure running critical business and patient care software applications (currently 273 applications, 16 platforms, 2,445 servers and over 18,000 devices total).
  • Evaluate and assess new requests for technology and/or applications. Work with requesting department and vendors to determine system requirements and associated costs, validate need, review security compliance and system management requirements. Approve capital budget requests.
  • Primary platforms and management tools include Windows 11, Office 365, Azure, Citrix XenApp, VMware, SCCM, Intune, and JamF.
  • Planning and technology oversite for new facilities and construction projects including technology budgets and procurement of equipment.
  • Provide staff support through coaching, professional development and mentoring.
  • Serve as an internal consultant to leaders, departments and teams at varying levels throughout the organization on technology related matters.


Minimum Qualifications:

  • Bachelor's degree and five years relevant information systems experience (healthcare setting preferred).
  • Previous staff supervision and project management experience required.


Preferred Qualifications:

  • Prior experience with SUNY Upstate systems, applications and technologies, is desired.
  • Experience with governance and project prioritization is strongly desired as is out-of-the-box thinking and the adoption of emerging technologies and contemporary development tools.
  • Familiarity with Windows 11, Office 365, Azure, Citrix XenApp, VMware, SCCM, Intune, and JamF.