Technical Services Manager
Req #: 29613
The Technical Services Manager is responsible for delivering exceptional customer support by managing, evaluating, hiring, and developing Telecom, Field and Desktop Engineer resources. The manager will interface directly with the technical staff and other managers and will be directly involved in resolving complex incidents and coordinating the communication of service status related to his/her area of responsibility.
The Technical Services Manager is a technical hands-on leader who is responsible for supporting daily operational needs and personnel management in support of Central Maine Healthcare's end user computing and telecom environments. He/she will provide high quality customer support including day-to-day troubleshooting; installation and configuration of hardware, software and networking technology; hardware and software recommendations and procurement assistance; regular hardware and/or software upgrades and maintenance.
This is highly technical work in the analysis and support of personal computers, operating systems software, and associated applications. Responsibilities will include software use metering, physical inventory and asset management. This position is also responsible for customer communications related to system updates and outages. The position works as a liaison to the Integrated Help Desk coordinating and resolving customer support issues. This position requires 24x7 on-call support on a rotating basis.
The IT Manager also develops an effective and workable framework for managing and improving customer IT support; is responsible for ensuring the staff is meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements. This includes assisting the Director of Technical Services in delegating work orders, trouble tickets, project support and requests for assistance.
The support role includes working closely with department administrators and contacts to specify needed software or hardware solutions for network access, and implementation of these solutions. Also, included is the requirement to troubleshoot complex hardware and software problems and to work with vendors in their resolution.
The work is analytical and problem solving in nature, and is performed with a high degree of independence. The quality of work must be high, as an error could have a direct negative impact on patient care, fiscal, or administrative decision-making. Work is performed under minimal supervision and is reviewed by the Technical Services Director through observation and discussion of results obtained.
This job description reflects management's assignment of essential functions; it does not proscribe or restrict the tasks that may be assigned. This job description is subject to change and management may assign or reassign duties and responsibilities to this job at any time.
Education and Experience:
- Bachelor's degree or equivalent experience required
- Five to seven years' experience supporting information systems required.
- Experience in supporting healthcare information systems preferred.
- Well-developed problem-solving, communication, organization and customer service skills
- Strong technical and analytical abilities, proven leadership skills.
- The ability to work independently and in a team environment
- Strong working knowledge of Microsoft Office applications
- Working knowledge of Microsoft Active Directory, Citrix, Windows OS, Security software.
- Application security provisioning experience
- Ability to effectively communicate in English, both verbally and in writing.
- Ability to coordinate, analyze, and manage enterprise telecom platform solutions
OUR PURPOSE & VALUES:
Our mission is to provide exceptional healthcare services in a safe and trustful environment through expertise, commitment and compassion of our team members, with the vision of safe, reliable, high quality care for each patient, every day.
How do we make this happen? By creating and maintaining a culture where our values of compassion, integrity, citizenship, service excellence and community are lived out in observable behaviors during all interactions.
ABOUT CENTRAL MAINE HEALTHCARE:
Central Maine Healthcare (CMH) is an integrated healthcare delivery system serving 400,000 people living in central, western, and mid-coast Maine. CMH's hospital facilities include Central Maine Medical Center in Lewiston, Bridgton Hospital, and Rumford Hospital. CMH also supports Central Maine Medical Group, a primary and specialty care practice organization. Other system services include the Central Maine Heart and Vascular Institute, a regional trauma program, LifeFlight of Maine's southern Maine base, the Central Maine Comprehensive Cancer Center, and other high quality clinical services.
About Central Maine Medical Center
Central Maine Medical Center (CMMC) located in Lewiston, is a Level II Trauma Center serving Androscoggin County and the surrounding region. "CMMC's Centers of Excellence" include the Central Maine Heart and Vascular Institute, the Central Maine Comprehensive Cancer Center, the Neonatal Intermediate Care Unit, and a Trauma Services Program. CMMC is also the southern Maine base for LifeFlight of Maine, the state's only medical helicopter service. Supported by the latest technologies, CMMC's skilled professionals provide outstanding care delivered with compassion, kindness, and understanding. Learn more at: www.cmmc.org.
About Bridgton Hospital
Part of Central Maine Healthcare, Bridgton Hospital serves the town of Bridgton and surrounding areas in Maine as part of an integrated regional healthcare system committed to improved access and a uniform standard of care. Bridgton Hospital was named as one of 17 top rural hospitals in the nation for the third consecutive year in 2018.
About Rumford Hospital
Part of Central Maine Healthcare, Rumford Hospital serves the town of Rumford and surrounding areas in Maine as part of an integrated regional healthcare system committed to improved access and a uniform standard of care. In 2018, Rumford Hospital was named one of 17 top rural hospitals in the nation by the Leapfrog Group; in 2016, it was designated a Pathway to Excellence® organization by the American Nurses Credentialing Center. Learn more at: www.rumfordhospital.org.
Central Maine Healthcare is equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
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