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Technical Service Operations Team Lead

4 months ago

Phoenix, United States Imsaz Full time
Integrated Medical Services of Arizona (IMSAZ) is seeking a new member of its Technology Service Operations team. This position will lead the IT desktop support and field services team supporting over 30 clinic locations and more than 350 clinical users. Technology Service Operations is responsible for supporting and maintaining the user experience for all workstations, productivity and collaboration tools such as Microsoft 365 and SharePoint, and clinical applications such as Athena (EMR) and Dragon (dictation). This team leader will serve both enterprise users at headquarters (or remote) as well as onsite at our clinic locations when necessary. This team is responsible for troubleshooting and configuring Windows and Apple workstations, iPads, printers, faxing, basic network and Wi-Fi tasks, and other peripheral hardware at clinic locations. We also support end user lifecycle tasks in Active Directory, Intune, and Microsoft 365. In this role, the right candidate will provide both team leadership to the Tech Ops department within IT as well as contribute to the outcomes and successes it drives throughout the rest of the organization.

ESSENTIAL FUNCTIONS

Essential functons are those tasks, duties and responsibilities that comprise the means of accomplishing the job's purpose and objectives. Essential functions are critical or fundamental to the performance of the job. They are the major functions for which the person in the job is held accountable. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Provide strategic direction and overall management of 24x7 support, having responsibility for all Service Operations staff and activities associated with identification, prioritization, and resolution of reported issues.

  • Ensure all phases of Service Operations are coordinated, monitored, logged, tracked, and resolved appropriately; responsible for development, maintenance, and integrity of ITSM software and all aspects of ITAM for enterprise and clinical users.

  • Identify, develop, maintain and report out key performance indicators for the team as well as the processes supported by Service Operations; establish and maintain consistent IT processes; define and monitor continuous improvement activities of the team and its processes; partner with other department leaders to ensure delivery excellence.

  • Assist in supporting infrastructure at multiple clinic locations (e.g. cabling, device resets, act as remote set of hands for others on the technology team)

  • Coordinate the day-to-day operational IT activities including new hire set up (onboarding), audio and video conference presentations, office moves, and offboardings.

  • Provide excellent customer service skills to IMS's clinical workforce, ensuring timely response and follow-up on all requests and outages regardless of size and scope, with the ultimate goal of building long-term relationships.

  • Install, support, and maintain computer equipment and basic infrastructure (switches, firewalls, access points) at clinic locations in the Phoenix market

  • Execute routine maintenance and preventive measures to uphold peak system performance.

MINIMUM JOB REQUIREMENTS

Minimum Education and Experience

• Bachelors degree in related technical area or technical training/experience equivalent required.

• At least 8-10 years experience working in technology service desk or field services operations.

• At least 3 years of experience in a team leadership capacity

MINIMUM JOB REQUIREMENTS, cont.

Required Knowledge, Skills and Abilities

  • Minimum of 8-10 years in a similar IT support role or related field.
  • Solid understanding of computer hardware, software, operating systems, and network fundamentals.
  • Dedication to providing exceptional service with a client-centered mindset.
  • Experience with remote desktop support applications such as Bomgar, ConnectWise, GovernLan, or similar support solutions.
  • Strong knowledge of Windows 10 systems management and troubleshooting.
  • Experience with Windows desktop and server administration, including Active Directory and Group Policy management, Microsoft Endpoint Configuration Manager, Azure based services such as Intune and AutoPilot, JAMF for Apple product management (iPads and MacBooks)
  • Strong problem-solving and analytical skills, with the ability to troubleshoot complex issues.
  • Independent problem-solver. Sorts through issues and conducts comparative analysis of multiple solutions.
  • Outstanding communication and documentation skills
  • Ability to effectively deliver services in a high-volume environment.
  • Available to work after hours and weekends, as required.
  • Available to drive to multiple clinic locations during the work week to address the needs of the business, as required.