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Manager, Desktop Services

4 months ago

Melville, United States Catholic Health Service Full time
Overview

Catholic Health is one of Long Island's finest health and human services agencies. Our health system has over 16,000 employees, six acute care hospitals, three nursing homes, a home health service, hospice and a network of physician practices across the island.

At Catholic Health, our primary focus is the way we treat and serve our communities. We work collaboratively to provide compassionate care and utilize evidence based practice to improve outcomes - to every patient, every time.

We are committed to caring for Long Island. Be a part of our team of healthcare heroes and discover why Catholic Health was named Long Island's Top Workplace

Responsibilities

Position Summary:

The Manager sets objectives, organizes, and leads the Desktop Services department to ensure that services are delivered to meet client business needs and expectations. The Manager is responsible for the development and on-going coordination of continuous improvement projects within service delivery. This individual ensures that all staff demonstrate the required competence, customer service skills and business process knowledge to resolve customer issues.

Duties and Responsibilities:
  • Provide leadership and vision for the Desktop Services department including client end-user computing, mobile device, and AV support, in order to streamline IT operations structure across all business entities.
  • Project Management including application and operating system upgrades/implementations, hardware upgrades, enterprise-wide technical standardization and other technology refreshes.
  • Manage customer service and staff competence so as to optimize and sustain performance and customer satisfaction.
  • Reviews, designs, and redesigns as needed desktop policies to improve the customer experience and achieve operational results.
  • Optimizing staffing and geographical locations to improve the customer experience and support business processes.
  • Participates in the development of fact-based analysis, budgets, and forecasts.
  • Supports ongoing root cause analysis in desktop operations.
  • Conducts site visits and provides forum for formal and informal communications among IT management and field staff.
  • Ensure conformance to system infrastructure standards, methods and practices and assist in development of the same, across IT and CH business units.
  • Forecasts project time.
  • Responsible for maintaining and communicating hardware and software standards.
  • Member of Change Control Committee, CyberOps Team, Security Incident Response Team.
  • Reporting/trend analysis of IT issues, problems and potential risks.
  • Develop and document support strategies, troubleshooting guidelines and escalating procedures including Problem and Service Request Management, Inventory and Support plan and databases.
  • Maintain and oversee related technology hardware and supports software inventory
  • Creates team enthusiasm while providing guidance and encouragement. Demonstrates ability to further develop the skills of others. Identifies and responds to development / coaching needs of all personnel. Ensures performance feedback is delivered on a timely basis.
  • Responsible for aspects of staff management, including hiring, coaching, counseling, performance reviews, improvement plans, development, training, and terminations according to company policies and employment laws.
  • Work independently and maintains a high degree of professional conduct at all times. Exhibits leadership qualities in daily responsibilities.
  • Conducts himself/herself in conformity with the Corporate Compliance Assurance Program and is committed to the mission and goals of Catholic Health Services of Long Island.
  • Plays an active role in the CH information security awareness program by following and supporting all CH information security policies and procedures to the best of their ability. This will include reporting any suspected fraud, abuse, or violation of policy to the appropriate management or reporting mechanism
  • Maintains competency by participating in continuing education and seminars specific to job responsibilities within CH IT.
  • Performs related duties as assigned and unrelated duties as requested.
  • On call support 24 x 7 x 365.
Position Requirements and Qualifications:
  • Bachelor's Degree in Information Systems/Computer Science or equivalency.
  • 7+ years of experience in related field is required, at the mid-level managing large field installation operations (10,000 employees) in an operationally intensive business with field delivery teams and a strong focus on excellent customer experience.
  • Computer related courses at a certified career institution.
  • Detail oriented, with focus on high quality and customer support.
  • Excellent written and verbal communication skills.
  • Demonstrated leadership skills, ability to provide direction, constructive feedback and employee counseling when necessary.
  • Independent, with ability to multi-task.
  • Minimum five (5) years supervisory experience
  • Willingness to travel from entity to entity.
  • Ability to work in stressful situations.
  • Ability to manage large and diverse group of staff at multiple locations.


Pay Range

USD $120,000.00 - USD $127,000.00 /Yr.

Qualifications

This range serves as a good faith estimate and actual pay will encompass a number of factors, including a candidate's qualifications, skills, competencies and experience. The salary range or rate listed does not include any bonuses/incentive, or other forms of compensation that may be applicable to this job and it does not include the value of benefits.

At Catholic Health, we believe in a people-first approach. In addition to the estimated base pay provided, Catholic Health offers generous benefits packages, generous tuition assistance, a defined benefit pension plan, and a culture that supports professional and educational growth.