Customer Service

Rady Children's Hospital San Diego

San Diego,CA

11/18/2019

JOB SUMMARY: Under the general direction of the IT CTO, the Customer Support Services Manager provides the Information Management division with operational management and oversight for assigned services relevant to Software and hardware associated with end user devices and all services and functions of the End User Services (EUS) staff. As such he/she is responsible for service delivery, program management and directing all technical repair and replacement for all appropriate end user devices. He/she manages all continuous services Programs, Initiatives, Projects and Daily Activities. They provide leadership, both technical and managerial, to staff and establish and manage adherence to standards for systems workstation image(s) development and maintenance of relevant EUS devices. He/she maintains adherence to HIPPA compliance and security requirements and manages all daily activities as well as projects within this assigned area of responsibility. Direct Staff management duties include: 1) Hiring and termination of direct reports. 2) Administration, discipline, evaluation, promotion, salary adjustment, time card management and time off requests. 3) Definition of performance expectations and provisions consistent feedback on an ongoing basis 4) Makes recommendations for career planning, succession planning and development 5) Resolution of interpersonal conflicts between employees and their peers or clients. MINIMUM QUALIFICATIONS: Bachelor's Degree 5 years of experience Technical and management experience in developing technical solutions, serving as a project manager and serving as a technical lead in daily activities as well as formal project assignments Experience in defining, developing and implementing organization, process execution and operational Excellence standards Has effectively managed a team of Information Systems professionals in an integrated environment previously in their career Has at least five years of experience in fundamentals of hospital organization, management techniques and HIPAA and Security and compliance requirements Has direct implementation experience within HealthCare Information systems environments like EPIC, Cerner, Meditech, PeopleSoft, PACS and Bio Med systems Experienced in defining and implementing system upgrades, patching, security agent management, IT inventory management, CMDB functionality and hardware/software license management Experienced in Project Management including defining and managing internal projects and participation in business projects managed by others He/She manages and directs all EUS Programs including Two Factor Authentication, EPCS processing, Secure Text Messaging, Electronic Badge Logon, Workstation Image management and patch management, Asset Management and Inventory Control, BYOD and MDM services and Zoom teleconference services and is experienced in all of these areas End user devices include workstation computers, COWS, Mobile phones, electronic tablets, laptops, scanning devices, printers and label machines, Maarti translation devices, VDI environment, Thin client systems, Citrix accessibility, telemedicine devices, Audio Visual Equipment and Zoom conferencing devices; He/She is experienced with all or the majority of these device types PREFERRED QUALIFICATIONS: Master's Degree 10+ years of experience INDEOE including disability/vet

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