ESSENTIAL FUNCTIONS:

• Manage a team of Technical Analysts, including hiring, training, mentoring, and performance management
• Develop and implement service level agreements (SLAs) and key performance indicators (KPIs) for the IT support function
• Oversee ticket management processes and ensure timely resolution of technical issues
• Coordinate white glove support services for executive leadership
• Establish and maintain IT service standards, processes, and documentation
• Plan and manage IT support budgets and resource allocation
• Lead continuous improvement initiatives for IT service delivery
• Collaborate with other IT teams to ensure seamless integration of services
• Conduct regular team meetings and foster a culture of knowledge sharing
• Generate regular reports on support metrics and service performance
• Manage the escalation process for all IT tickets, ensuring appropriate routing and timely resolution
• Assist other IT teams with ticket routing and coordination of cross-functional support
• Oversee the maintenance and accuracy of Configuration Management Database (CMDB) entries and ServiceNow forms
• Develop and distribute IT communications regarding planned and unplanned outages and changes
• Lead incident management during major outages, including coordinating communication to business stakeholders and organizing bridge calls with necessary technical teams to restore services

KNOWLEDGE, SKILLS & ABILITIES:

The requirements listed below are representative of the knowledge, skills and/or abilities required.

TECHNICAL SKILLS

• Proficiency in Windows and Mac operating systems administration
• Experience with mobile device management platforms (MDM)
• Knowledge of network troubleshooting and infrastructure components
• Proficiency in Microsoft 365 administration and support
• Familiarity with remote desktop software and VPN technologies
• Understanding of endpoint security solutions and practices
• Experience with ticketing and IT service management platforms, particularly ServiceNow
• Knowledge of audio/visual equipment setup and troubleshooting
• Ability to configure and troubleshoot various hardware peripherals
• Understanding of cloud services and SaaS applications
• Knowledge of CMDB principles and best practices
• Experience with incident management and major outage coordination

LEADERSHIP SKILLS

• Ability to motivate and develop team members to achieve high performance
• Skill in delegating tasks appropriately while maintaining accountability
• Capacity to make difficult decisions and manage competing priorities
• Talent for identifying process improvements and implementing changes
• Ability to advocate for team needs while aligning with organizational goals
• Skill in conflict resolution and problem-solving among team members
• Experience leading cross-functional teams during critical incidents
• Ability to remain calm and decisive under pressure during major outages

INTERPERSONAL SKILLS

• Exceptional customer service orientation with emphasis on executive support
• Strong active listening and needs assessment capabilities
• Excellent verbal and written communication across all organizational levels
• Ability to remain calm and professional in high-pressure situations
• Diplomatic approach to handling sensitive information and situations
• Talent for building relationships and establishing trust with stakeholders
• Ability to craft clear, concise communications about technical issues for diverse audiences
• Skill in facilitating productive discussions during incident bridge calls

OPERATIONAL SKILLS

• Strong organizational and time management abilities
• Attention to detail while maintaining big-picture perspective
• Analytical thinking and data-driven decision making
• Budget management and resource allocation expertise
• Process development and documentation capabilities
• Strategic planning and project management proficiency
• Experience with change management and communication planning
• Ability to coordinate multiple workstreams during critical incidents

DESIRED EDUCATION AND EXPERIENCE

Bachelor's degree in Computer Science, Information Technology, or related field

• 5+ years of experience in IT support roles, with at least 2 years in a leadership position
• Experience supporting both in-office and remote workforce environments
• Healthcare industry experience preferred
• Experience with Microsoft 365 administration, Windows and Mac operating systems, and mobile device management
• Familiarity with healthcare compliance requirements (HIPAA)
• Demonstrated experience in implementing and improving IT service delivery processes
• Previous experience providing executive-level technical support
• Experience with ServiceNow administration and CMDB management
• Track record of successfully managing major IT incidents and outages

CERTIFICATIONS/LICENSURE:

• ITIL certification highly desirable

PHYSICAL AND MENTAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit for extended periods of time; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, bend, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 20 pounds. Repetitive motion of upper body required for extended use of computer. Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT AND TRAVEL REQUIREMENTS:

Work environment characteristics described here are representative of those that an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.

Works in well-lit, ventilated and climate controlled office environment with routine office equipment; some equipment has moving mechanical parts.

In hospital environment, may be exposed to hazards and unusual elements, which may include but are not limited to bloodborne pathogens and / or contagious illnesses, toxic chemicals, and biohazardous materials which may require extensive safety precautions and the use of protective equipment.

Noise level in the work environment is typical for an office and/or hospital environment.

Moderate overnight travel (up to 15%) by land and/or air.