REGIONAL MANAGER - Desktop Support

General Purpose of Job:

• Under the direction of the Regional Chief Technology Officer, collaborates with the Regional HITS leaders in setting the digital and technological vision that aligns with and supports UM Health's mission, strategic business objectives and operating philosophy.
• Participates in the development, communication, and implementation of technical services plans that support the Health Information Technology (HITS) strategic plan, annual goals, and objectives. Assists in the support of UM-H Corp. business plans, strategy, and growth through effective and efficient communication systems.
• Under the direction of the Regional Chief Technology Officer, the Regional Manager of Technical Experience and Services provides work direction to Desktop Support/Field Services technicians across UM-H Corp.
• Promotes an environment and culture that facilitates the recruitment, retention and career development of professional, technical and support staff
• In collaboration with HITS leadership team adheres to designated annual capital and operating financial plan targets.
• Build, manage and develop a high performing team of Technical Professionals to design, develop, implement, and support system needs for Desktop, Laptop, A/V, phone endpoints and other related endpoint technologies.

Essential Duties:

This job description is intended to cover the minimum essential duties assigned on a regular basis. Team members may be asked to perform additional duties as assigned by their leader. Leadership has the right to alter or modify the duties of the position.

• Collaborates with HITS leadership to develop strategic and tactical business plans for their functional and architectural area(s), while also participating in the overall business, technical, and architectural strategic planning process.
• Collaborates with HITS leaders to plan, develop, and implement standard support processes.
• Serves as a change agent to spearhead transformative change by fostering a culture of innovation, collaboration, and digital proficiency across the Health Systems. Helps to maintain a high level of HITS customer service to UM-H Corp team members/employees, physicians, patients, and community.
• Assist in maintaining positive customer relations with customer areas to evaluate department effectiveness, identify problems, and determine future needs.
• Provides stable and functional systems and services to UM-H Corp.
• Assembles project teams and assigns individual responsibilities.
• Identifies and implements quality improvement projects and facilitates the departmental changes to enhance/improve services provided.
• Provides direction to other team members on the priorities of day-to-day tasks.
• Monitors team performance and reports on operational metrics assigned to the team.
• Leads the creation and delivery of solutions as a subject matter expert; provides expert guidance to the team on new solutions and designs.
• Ensures compliance with organization security and confidentiality requirements.
• In collaboration with HITS Leadership Team assists with plans and programs for disaster recovery and business resumption.
• Provides oversight regarding system change requests and tickets including testing, tracking and prioritization of change requests and tickets. Follows and enforces Change Control processes to ensure proper approval, coordination, and communication of systems changes.
• Participates in on-call and Daily Safety Meeting rotations, as needed.
• Ensures maintenance of accurate documentation and issues by using standard methodologies. Monitors adherence to technical and functional standards.
• Keeps up to date with industry trends and developments.
• Collaborates with team members to identify and select the appropriate tools for developing team deliverables.
• Manage the annual computer refresh program, including regular product evaluations and cost comparisons.
• Manage technical support on AV hardware, control systems and signal issues. Manage all open AV support issues.
• Manage technical support on phone hardware (Cisco, iPhone, Vocera)
• Manage all printer, fax, and multifunction hardware.
• Manage all open AV support issues.
• Partners with HITS leadership in the review and development of strategic plans, projects and division operational processes, procedures and policies, and development of divisional culture based on being a cohesive team to ensure their area's involvement is represented.
• Collaborates with HITS leaders in the development of supporting HITS capital and operational budgets to support strategic and tactical plans.
• Responsible for their area's functional teams and provides guidance in prioritizing and assigning work.
• Provides direction, coaching, and mentoring to their team members and responsible for hiring, annual evaluations, and performance reviews of team members.
• Foster an environment and culture conducive to attracting, retaining, and advancing professional, technical, and support personnel.
• In collaboration with HITS leadership, defines and communicates performance expectations; ensures team members are aware and upholds these standards.
• Provides functional and technical expertise to the health system.
• Ensures compliance with organization security and confidentiality requirements.
• Maintains relationships with vendors and helps ensure proper contractual agreements are maintained and followed.
• Develops and maintains necessary documentation systems and processes that ensure all applications, systems, hardware, and processes are identified, understood, and available for reference.
• Enhancing professional and educational development is encouraged through the engagement in relevant training sessions, reading materials, involvement in industry organizations, memberships, and participation in networking opportunities within the industry.
• Serves as a facilitator, diplomat, mediator, and negotiator to effectively coordinate HITS strategies, operations, processes, acquisitions, and development projects.
• Develops and maintains necessary documentation systems and processes that ensures all applications, systems, hardware, and processes are identified, understood, and available for reference.
• Assists other HITS Leadership in the review and development of projects to ensure their area's involvement is represented.
• Continued professional and educational advancement by attending and actively participating in appropriate training and reading materials, industry organizations and memberships, and industry networking opportunities.
• Ensures that all endpoint assets are accurately tagged and loaded into the asset management system, and that appropriate asset reporting is produced to meet the needs of UM-H Corp.
• Manages the deployment and upgrades of Operating Systems.
• Monitors and recommends developing endpoint compute technologies and participates in the development of all new desktop technologies.
• Accountable for the desktop support services time and schedule management to ensure adequate coverage is provided on all shifts.
• Performs other duties as assigned.