DIRECTOR OF TECHNOLOGY SUPPORT SERVICES

Job Locations US-AK-Juneau
Job ID
2021-5770
Category
Information Technology
Type
Regular Full-Time/80hrs (1.0 FTE) -A1

About Us:

SEARHC is a non-profit health consortium which serves the health interests of the residents of Southeast Alaska. We see our employees as our strongest assets. It is our priority to further their development and our organization by aiding in their professional advancement.

 

Working at SEARHC is more than a job, it’s a fulfilling career. We offer generous benefits, including retirement, paid time off, paid parental leave, health, dental, and vision benefits, life insurance and long and short-term disability, and more.

 

Job Overview:

Develops the strategic direction and plans, coordinates, and supervises resources and processes related to desktop support, service desk functions, and video conference room solutions.  Ensures the desktop support, IT help desk, video conferencing and IT Service Manager are providing best in class service to internal and external customers. In addition, this position is responsible for delivering support and services to SEARHC management teams.  Serves as primary business relationship manager and will regularly liaise with SEARHC corporate offices, clinics, and their leadership teams.

 

Responsible for regional desktop support services and customer support services teams and their subordinate staffs and will work with the Chief Information Officer (CIO) to ensure the successful delivery of all aspects of the IT service portfolio.

 

Leads the effective development and implementation of programs to ensure that all IT products and services continue to improve the level of service provided to SEARHC sites of service.

 

Administers problem management for desktop support and service desk environments and all facets of end-user computing environments.

 

Resolves issues for internal customers and the support teams. Takes initiative and conducts follow-up to ensure employee and business issues are resolved in a satisfactory and timely manner consistent with all organizational polices and expectations.

 

Successfully navigates and negotiates through sensitive and complex issues. Demonstrates strategic thinking when pursuing issue resolution and end objectives.

 

Plans and leads staffing initiatives, including recruitment, supervision, evaluation and development of staff.

 

Organizes, plans, budgets, and monitors multiple activities, people, processes, and resources.

 

Manages the day-to-day service delivery of departments to ensure all action plans, goals, and objectives are completed in a timely manner, with high quality, and within acceptable financial parameters.

 

Facilitates the gathering, monitoring and analysis of the operational metrics, ensure that the organization is properly measuring the most relevant information to accurately manage business operations. Ensures that all relevant and required processes and procedures are followed.

Ensures the presence of standards and procedures to support the information needs of the business in a flexible, efficient but secure environment. Promotes opportunities for continual improvement.

 

Develops,  maintains  and  strengthens  relationships  with  key  business  partners  to  enable  effective planning of business requirements. Works with key stakeholders to identify opportunities to address longer-term business needs and provides input to long-term strategies.

 

Other duties as consistent with this role.

Responsibilities:

  • Demonstrable commitment to the highest standard of ethical and professional conduct.
  • Excellent verbal/written communication and interpersonal skills; skilled in facilitation, presentation and negotiation.
  • Outstanding organizational and project management abilities. Ability to skillfully manage multiple projects simultaneously and succeed in an environment of competing priorities.
  • Ability to work under pressure and challenging deadlines and adaptability and flexibility required. Strong vision, strategic consulting and people leadership, as well as a comprehensive and in-depth infrastructure background with solid understanding of desktop engineering, networking, service desk, and desktop support required
  • Ability to develop cooperative agreements and OLAs/SLAs with appropriate partners.
  • Leads by delivering on commitments and managing by example.  Demonstrates an approachable, consistent, and professional demeanor.
  • Ability to assess and communicate on the impact of technical decisions and architectural changes.
  • Plans development for the implementation of large and complex projects.
  • Strategic planning, project management, and change management.

Qualifications:

Education/Experience

  • Bachelor’s Degree preferred.
  • Minimum of seven (7) to ten (10) years’ experience in defining and implementing information systems in a multi-location, multidisciplinary environment generally gained by having held similar positions within a hospital, clinic, managed health, or health insurance organization.
  • Minimum of seven (7) years’ experience managing technical staff.
  • Prior experience supporting end-user devices and telemedicine equipment.
  • Prior experience supporting both client-server and virtual desktop environments.
  • Experience  with  engineering,  installation  and  setup of  servers  in  a  large  complex  environment  and installation, configuration and functional testing of third party products is required.
  • Experience modeling as-is and to-be architectures based on business requirements.

Knowledge, Skills & Abilities:

 

Knowledge:

  • Advanced knowledge of technical design principles, Active Directory, and PowerShell.
  • Ability to communicate, teach, collaborate, and train others (e.g. Technical Specialists, Information Security staff, System Administrators) on technical decisions, implementations, projects and roadmaps.

Skills:

  • Advanced computer systems administration and automation skills.
  • Excellent verbal/written communication and interpersonal skills; skilled in facilitation, presentation and negotiation.

Abilities:

  • Ability to communicate, teach, collaborate, and train others (e.g. System Administrators, Information Security, Technical Support staff) on technical decisions, implementations, projects and roadmaps.
  • Ability to work well with people.
  • Ability to abstract key information to empower good decision making by both technical and non-technical stakeholders.
  • Ability to lift 20 lbs.

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed