Manager, Desktop Support

Join Us AS Manager, Desktop Support

Company: Seton Medical Center Harker Heights

Job description: Job Description:OverviewHillcrest HealthCare System (HHS) is comprised of three hospitals in Tulsa and five regional hospitals, including Hillcrest Medical Center, Hillcrest Hospital South, Tulsa Spine & Specialty Hospital, Hillcrest Hospital Claremore, Hillcrest Hospital Cushing, Hillcrest Hospital Henryetta, Hillcrest Hospital Pryor, Bailey Medical Center of Owasso. Hillcrest also provides comprehensive primary and specialty care services through Utica Park Clinic and Oklahoma Heart Institute.Ardent Health Services owns and operates Hillcrest HealthCare System. Based in Nashville, Tennessee, Ardent Health Services includes 30 hospitals and more than 200 sites of care.POSITION SUMMARYThe Manager, Desktop Support, under general direction, is responsible for leading multiple Information Services Technicians for a geographical region. The Manager will work directly with Ardent’s IT Operations and Technology Managers and be responsible for driving the creation, implementation, and ongoing enhancement of technical strategies for the department. The incumbent ensures that current processes are adhered to and goals are achieved by the Information Services members under their direction. The Manager Desktop Support Services will provide technical and professional guidance to support members under their direction.
Responsibilities

Plan, organize, and manage the Ardent Desktop environment including projects to meet customer requirements. Identify and implement key process improvements which will improve efficiency and
increase customer satisfaction.
Support of end-user devices (PCs, Scanners, Printers, Mobile devices, Carts & Etc.) in a clinical environment.
Participating in and supporting projects that impact end-user equipment. While recognizing the impact to the job functions of the business, the affect to patient care and adjusting focus accordingly.
Provide leadership and guidance to direct reports. Identify training requirements and develop training plans. Perform annual and semi-annual performance reviews for all staff reporting to this position.
Work directly with other IS Departments and external vendors to resolve interoperability issues pertaining to desktops required for Ardent to perform any business process. Provide direction and support for system outages, application management and deployment.
Establish and analyze KPI, productivity, and efficiency metrics for the department in order to maximize the functionality of department and staffing requirements to maximize productivity.
Provide regular communication of outages, issues, projects and strategies to IS Management. Participate in
Operations meetings to identify and communicate key issues and initiatives.
Track and document time associated to specific projects and daily functions.

QualificationsEducation & Experience:Desired- Bachelor’s degree in Information Systems / Computer Science or equivalent technical training.Desired –A+, Network+, MCDST or comparable MCP certification.Minimum of 5+ years’ experience in a desktop support role or equivalent with a proven track record of success in a large corporate environment.Previous experience supervising/managing employees in multiple remote sites is preferred.Previous experience using Microsoft Office products. Microsoft Certified Systems Engineer is highly desirable.Experience in a medical environment a plus.Knowledge, Skills & Abilities:

Hardware knowledge and experience in installing and replacing computer peripherals.
Working knowledge of, and PC hardware, network printers, Microsoft XP / Windows 7, Microsoft Office, Servers, Exchange, Active Directory, Ethernet TCP/IP networks, WINS, DNS and DHCP.
Ability to manage multiple tasks with multiple deadlines.
Ability to exceed in a dynamic work environment.
Ability to travel to customer locations as needed.
Must have excellent customer support skills.
Strong verbal and written communication skills (in person, phone, email, presentation).
Exceptional interpersonal skills (negotiation, team-building, positive thinking, can-do attitude, and job flexibility)
Must be able to lift items that are approximately 50 Lbs.
Participates in an after-hours on-call rotation schedule.
Must have a valid driver’s license and a reliable vehicle that will used to transport equipment to customer site as needed.
Comfortable working in a medical environment.