Pay Range: $36.54 - $60.29 The base pay range is a good faith representation of current potential base pay for successful applicants. Shift differentials have been included in the range. Pay is determined by factors including experience, relevant qualifications, specialty, internal equity and contracts
- The IT Operations Manager oversees day-to-day IT operations for our Samaritan Medical Center and its affiliates; Ensuring IT Healthcare Clinicians are receiving outstanding service and support.
- Manages the processing of incoming calls to the Help Desk via telephone, web and e-mail to ensure courteous, timely, and effective resolutions of client issues within the Help Desk Guidelines
Position Responsibilities
- Commitment to providing superior customer service
- Enforces request handling and escalation policies and procedures
- Ensure compliance of all service levels agreements for the Help Desk with our client
- Monitors & tests fixes to ensure problems have been adequately resolved
- Creates resources to aid in problem resolution
- Develop and document work flow for all Help Desk processes
- Analyzes performance of Help Desk agents activities & documented resolutions; Identifies problem areas; Devises & delivers solutions to enhance quality of service and to prevent future problems
- Track & analyze trends in support requests based on statistical reports
- Works with SME group to assess need for any system reconfigurations based on request trends & make recommendations
- Identifies & recommends client training programs to increase computer literacy & self-sufficiency
- Oversees the development, implementation, & administration of staff training procedures & policies
- Trains, coaches, & mentors Support Technicians and other IT staff
- Monitor agents phone performance
- Plans and conducts performance appraisals of support staff & administers disciplinary actions when necessary
- Run reports to follow trends in call volume, call variety, & tickets in order to inform decision-making regarding staffing & scheduling.
- Monitor & respond to daily, weekly, quarterly, & yearly performance of staff.
- Manage internal & external resources for Projects, such as implementations, upgrades, & site activations.
- Interact with providers, nurses, other healthcare staff on an escalation or customer complaint.
- Continuously assess for improvements & new services to add to offering in order to increase value to clients.
- Provide data, reporting of KPIs, and trends to VP of Information Services
Specific experience / skills required:
- AS/AAS degree in Computer Science, Business Administration, or related field, or equivalent work experience
- 3 years of Progressive Service Desk/Help Desk experience
- Competent ITIL knowledge and certification preferred
- Understanding of patient workflows in a Hospital or Outpatient setting
- Prior experience supporting clinical systems such as:
- Meditech
- eClinicalworks
- MedEnt
Samaritan is an Affirmative Action/Equal Opportunity Employer. Women, Minorities, Disabled, and Veterans are encouraged to apply.