Frontline Research Support Lead

3 weeks ago

Boston, United States Dana-Farber Cancer Institute Full time

Overview

Within the Computational Solutions team under the Chief Health Information Office, the Frontline Support Lead/Manager will serve the Dana-Farber Cancer Institute (DFCI) and its patients by providing direct technical assistance to faculty and research staff as the manager and coordinator of a specialized group of support engineers closely engaged with the research departments, bringing practical computer expertise in support of cutting edge bio-medical research.

The role requires a strong technical background with hands-on experience and proficiency in modern desktop operating systems and configuration management technologies, experience supporting scientific users and demonstrated ability to work collaboratively in a research focused multidisciplinary environment.

The successful candidate will define the organization and will coordinate the work of the Frontline Support team tasked with providing direct support to end users and with administering and integrating the organization's desktop computers in a multi-platform, multi-protocol and multi-operating system environment. The lead will ensure active monitoring and fast response to help desk requests such as to ensure high system availability to all users with minimal interruptions. The Frontline Support Lead will bring deep practical expertise across multiple technical domains (such as networking, storage, backup, security) and platforms (OS X, Windows, Linux) and will grow the scale and quality of our support capabilities through process improvement and modernization projects regarding ticket tracking, machine inventory, remote management, backup, deployment of security controls and anti-malware.

Responsibilities

* Serve as a technical lead and manager for the Frontline Support team, ensuring fast response to help desk requests and high system availability to all users with minimal interruptions.
* Define and fill the necessary roles in the team to ensure the coverage and level of service promised in areas such as: desktop hardware and software installations; resolution of hardware, software or other desktop and system problems; implementation of security measures and policies to protect data, software, and hardware; other areas as appropriate.
* Define and maintain yearly team objectives aligned with departmental goals and strategy; ensure team members have appropriately derived individual objectives; track execution and provide adequate status reporting for different levels of management as needed.
* Articulate the level of service, define procedures and assign explicit responsibilities to team members.
* Define and ensure the collection of metrics on the volume and quality of the support activities and report regularly; collect and maintain user data for internal charges as may be necessary.
* Supervise the planning and execution of larger support projects (e.g. relocation of user departments or mass deployment of new technologies)
* Define, plan and coordinate the implementation of process improvement and modernization projects (e.g. machine inventory, remote management, backup, deployment of security controls and anti-malware)
* Provide budget projections and proposals for financial planning.
* Collaborate and coordinate with the relevant departments in our enterprise IT (Partners)
* May provide direct user assistance in addressing particularly difficult technical issues related to the Institute's multi-platform and multi-operating system desktop environment.
* Coach and guide professional development of team members.
* Represent the department to internal user groups and events.
* Create communication materials regarding the Frontline Support service and relevant technical topics for the broader user community.
* Maintain presence on the Informatics portal and other venues working with the Informatics communication coordinator.
* May be responsible for user training sessions, training materials and documents.
* Cultivate and manage partnerships with leaders in similar roles in academia and industry, and with external technology and solution providers.
* As a people manager, ensure all employees are treated with dignity and respect, have appropriate performance feedback and career development support.

Qualifications

MINIMUM JOB QUALIFICATIONS

* 15+ years' experience in user facing technical support roles.
* 8+ years' experience in a technical support lead role with supervisory responsibilities.
* 5+ years supporting information systems experience in a research environment; experience may be within an academic or industry setting; experience within healthcare organizations is a big plus.
* Bachelor's degree in software engineering or related field, or equivalent industry experience

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

* Demonstrated ability to deliver user facing support in a research environment.
* Extensive knowledge of MacOS, Windows, iOS operating systems and equipment.
* Hands-on experience using Linux and HTML.
* Experience with systems management applications such as KACE, MobileIron and Jamf.
* Experience administering data backup solutions such as Crashplan.
* Exceptional service orientation, excellent problem-solving abilities; keen attention to detail.
* Excellent analytical, organizational and time management skills.
* Ability to work under pressure with minimal supervision in a complex environment.
* Demonstrated ability to work effectively in a highly collaborative technical team.
* Strong interpersonal skills - ability to interact productively with users and colleagues of diverse seniority levels and professional backgrounds.
* Ability to communicate technical topics to technical and non-technical audiences appropriately.

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