IT Manager

POSITION SUMMARY:

Provide operational leadership for the ‘field services support functions’, specifically end-use technology support and desktop support. Manage overall field services activities including staff supervision, resource coordination and tier two support for incident management and request fulfillment. Act as escalation point for the IT team, perform broad customer service support role, and report to Director of IT and CFO on any issue that may significantly affect levels of service. Lead/participate in projects requiring assistance from IT team.

DUTIES AND RESPONSIBILITIES:

• Manage a 24/7 IT team, including being available on-call to respond to issues or questions as they arise.
• Support the Director to define services, service descriptions, service levels and support agreements.
• Support the Director with the development, monitoring and reporting of KPIs.
• Implement staffing plan for the IT team to meet the business demand for services.
• Proactively improve processes, procedures, and practices for effective service support.
• Manage resources for optimal performance, including resource management for incoming customer inquiries and tickets, projects, administrative work and time allotted for holidays and time off.
• Update and maintain performance measurement standards and apply those standards to performance management of IT team.
• Enable process automation and optimization through the adoption of contemporary support tools including those for remote management, asset tracking and reporting.
• Support the Director with network security planning and data center options, including regulatory compliance; disaster planning and business continuity; remote system access and authorization; data integrity, system backup and recovery procedures; and required technology and application system upgrades and maintenance.
• Manage professional and technical development of the IT team, including plan, coordinate and execute internal IT technical training classes.
• Conduct effective performance appraisals and regularly mentor those with less experience.
• Recommend and approve various administrative personnel actions including, but not limited to, hiring, performance appraisals, vacation and time entry.
• Review customer surveys and feedback forms and follow up with users whenever necessary.
• Manage vendor relationships, contracts and support for FHC events from a technical perspective, including A/V, tool integration, new technologies, user training and support.
• Participates in staff meetings, planning meetings and other meetings as needed.
• Other duties as assigned.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Language Skills

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from employees, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or Board of Directors.

Mathematical Skills

Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Ability to read and interpret financial reports to be able to effectively manage the departmental budget.

Reasoning Ability

Ability to research data and solve practical problems. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills

To perform this job successfully, an individual should have an intermediate level of knowledge of using the internet, utilizing Excel spreadsheet software, and Microsoft Word software. Must have intermediate level of knowledge of utilizing Outlook software to manage schedules and communicate through the use of email to various recipients.

Other Qualifications

Must have adequate transportation to visit the five sites of the Family Health Center. Prefer bilingual speaking both English and Spanish.

EDUCATION/EXPERIENCE/CERTIFICATIONS/LICENSES:

• Knowledge equivalent to that which normally would be acquired by completing a four-year college degree program in Computer Science, Information Systems, Business or a related information technology field, with coursework in an information technology specialization related to the area of employment.
• Five plus years of related and progressively more responsible or expansive work experience in an information technology area related to the duties to be performed, including experience overseeing large, complex or critical information technology projects; or an equivalent combination of education and experience.
• Experience managing/supervising small to medium diverse teams.
• Experience in a user-facing field support role, dispatch and work order management.
• Experience planning and leading staff trainings.
• Familiarity with Active Directory, Group Policy, Azure, SQL Server, and Exchange 365.
• Experience managing vendor contracts.
• Experience managing enterprise virtualization infrastructure functions, preferably VMWare and Citrix.
• Experience managing enterprise networking, VoIP and contact center functions, preferably Cisco-based.
• Experience managing A/V and technology for events.
• Exceptional customer service values and skills, including ability to successfully resolve conflict constructively and maintain positive relationships.
• Ability to collect and analyze data using tools such as data modeling and data flow diagrams.
• Ability to isolate, analyze, describe and resolve complex issues.
• Strong reasoning and problem-solving skills.
• Ability to independently manage tasks, projects and timelines.
• Excellent verbal and written communication skills, including strong organizational, detail, managerial and interpersonal skills.
• Demonstrated ability to work effectively with people of diverse races, ethnicity, ages, and sexual orientation in a multicultural environment.

Family Health Center has the right to modify the duties and functions of the job description based on the needs of the organization.