Manager, IT Desktop Support at Santa Clara Family Health Plan
San Jose, CA 95101
About the Job
Manager, IT Desktop SupportSalary Range: $126,818 - $196,568The expected pay range is based on many factors, such as experience, education, and the market
The range is subject to change.FLSA Status: ExemptDepartment: Information TechnologyReports To: Director of Infrastructure and System SupportGENERAL DESCRIPTION OF POSITIONThis position oversees the System Support team members and participates in projects and tasks to support the daily operation of System support team
This position provides complex-level end user system support, and maintains accurate inventory accounting of desktop, laptop, phone and software licenses, timely applies OS security patches update, maintain Microsoft desktop OS and applications upgrade, create and review service request matrix and dashboard reports, and performs other related duties as assigned
ESSENTIAL DUTIES AND RESPONSIBILITIESTo perform this job successfully, an individual must be able to perform each essential duty listed below satisfactorily.Manage team schedule and end user requests to meet service level agreement requirements.Manage the audio video conferencing equipment, Cisco VOIP phone system and Call Center call queues.Manage the procurement and inventory of desktop and laptop computers, software licenses, desk phone and mobile phone.Perform user training and document guidelines on the use of standard desktop applications.Monitor overall team productivity and develop operation and productivity metrics to ensure response and resolution times meet SLA standard. Initiate and deliver programs and projects to improve team productivity and user satisfactionManage desktop and laptop maintenance, OS upgrade and security patch deployment.Lead and oversee workstation image standard and provisioning processes, and identify opportunity for process improvement. Manage user onboarding and off boarding process.Work directly with users as needed to resolve escalated complaints or urgent issues.Provide guidance to other IT System Support staff in accomplishing end user support duties, and training IT Specialists as needed.Develop and Manage vendor relations including hardware and software resellers and service providers
Lead and build an effective and highly functioning team; this includes hiring, measuring performance, coaching, and resource management.Provide input to Director on the performance of IT Specialists.Engages in department resource planning and work models, performs special projects and other duties as assigned.Perform any other related duties as required or assigned. SUPERVISORY/MANAGEMENT RESPONSBILITIESCarries out supervisory/management responsibilities in accordance with SCFHP’s policies, procedures, applicable regulations and laws
Responsibilities include:Providing effective leadership to attract and retain top talent to drive business results, including recruiting, interviewing, and hiring.Developing a high performing department culture and staff
This includes setting the standard for staff/peers and motivating employees to maximize organizational goals and objectives.Effectively assimilating, training and mentoring staff and (when appropriate), cross training existing staff and initiating retraining
This includes coaching to help increase skills, knowledge and (if applicable) improve performance. Setting goals and planning, assigning, and directing work consistent with said goals
This includes responding to employees’ needs, ensuring they have the necessary resources to do their work.Appraising performance, rewarding and disciplining employees, addressing complaints and resolving issues
This includes providing regular and effective feedback to employees and completing timely and objective performance reviews.REQUIREMENTS – Required (R) Desired (D)The requirements listed below are representative of the knowledge, skill, and/or ability required or desired. Technical bachelor’s degree or equivalent work experience
(R) Minimum five years of experience in providing computer system support, two years of which was in a supervisory or lead capacity
(R) Experience directing and controlling the activities of multiple functions
(R) Working knowledge of Windows applications, including Office Suite, Visio, PowerPoint, SharePoint, Adobe Acrobat, Internet Explorer, Firefox, FTP and SFTP
(R) Working knowledge of Active Directory authentication, Domain Naming Server (DNS), and Dynamic Host Configuration Protocol (DHCP), Transmission Control Protocol/Internet Protocol (TCPIP) and Group Policy
(R)Working knowledge of Cisco VOIP Call Manager, Contact Center and Unity system
(R) Working knowledge of Exchange and Windows server
(R)Working knowledge of Endpoint Encryption and protection applications including detection and removal of viruses and malware
(R) Ability to interact positively with staff at all levels, including executives, focused on providing high levels of end user support and service to all
(R) Ability to assume responsibility and exercise good judgment when making decisions within the scope of the position
(R)Ability to create, maintain, and update documentation pertaining to desktop support processes
(R)Ability to work and think effectively under pressure and accurately prioritize and complete tasks within established timeframes
(R)Ability to comply with SCFHP’s policies and procedures
(R)Ability to perform the job safely with respect to others, to property, and to individual safety
(R)Ability to maintain focus in a rapidly changing environment with multiple priorities
(R)Excellent communication skills including the ability to express oneself clearly and concisely when providing service to SCFHP users and outside entities over the telephone, in person or in writing
(R) Maintain confidentiality of all HIPAA and SCFHP information and data
(R)Must maintain a valid, current driver's license
(R) WORKING CONDITIONSDuties are primarily performed in an office environment while sitting or standing at a desk
Incumbents are subject to frequent contact with and interruptions by co-workers, supervisors, and plan members or providers in person, by telephone, and by work-related electronic communications. PHYSICAL REQUIREMENTSIncumbents must be able to perform the essential functions of this job, with or without reasonable accommodation: Mobility Requirements: regular bending at the waist, and reaching overhead, above the shoulders and horizontally, to retrieve and store files and supplies and sit or stand for extended periods of time; (R)Lifting Requirements: regularly lift and carry files, notebooks, and office supplies that may weigh up to 25 pounds; (R)Visual Requirements: ability to read information in printed materials and on a computer screen; perform close-up work; clarity of vision is required at 20 inches or less; (R) Dexterity Requirements: regular use of hands, wrists, and finger movements; ability to perform repetitive motion (keyboard); writing (note-taking); ability to operate a computer keyboard and other office equipment (R)Hearing/Talking Requirements: ability to hear normal speech, hear and talk to exchange information in person and on telephone; (R)Reasoning Requirements: ability to think and work effectively under pressure; ability to effectively serve customers; decision making, maintain a concentrated level of attention to information communicated in person and by telephone throughout a typical workday; attention to detail
(R)EOE
The range is subject to change.FLSA Status: ExemptDepartment: Information TechnologyReports To: Director of Infrastructure and System SupportGENERAL DESCRIPTION OF POSITIONThis position oversees the System Support team members and participates in projects and tasks to support the daily operation of System support team
This position provides complex-level end user system support, and maintains accurate inventory accounting of desktop, laptop, phone and software licenses, timely applies OS security patches update, maintain Microsoft desktop OS and applications upgrade, create and review service request matrix and dashboard reports, and performs other related duties as assigned
ESSENTIAL DUTIES AND RESPONSIBILITIESTo perform this job successfully, an individual must be able to perform each essential duty listed below satisfactorily.Manage team schedule and end user requests to meet service level agreement requirements.Manage the audio video conferencing equipment, Cisco VOIP phone system and Call Center call queues.Manage the procurement and inventory of desktop and laptop computers, software licenses, desk phone and mobile phone.Perform user training and document guidelines on the use of standard desktop applications.Monitor overall team productivity and develop operation and productivity metrics to ensure response and resolution times meet SLA standard. Initiate and deliver programs and projects to improve team productivity and user satisfactionManage desktop and laptop maintenance, OS upgrade and security patch deployment.Lead and oversee workstation image standard and provisioning processes, and identify opportunity for process improvement. Manage user onboarding and off boarding process.Work directly with users as needed to resolve escalated complaints or urgent issues.Provide guidance to other IT System Support staff in accomplishing end user support duties, and training IT Specialists as needed.Develop and Manage vendor relations including hardware and software resellers and service providers
Lead and build an effective and highly functioning team; this includes hiring, measuring performance, coaching, and resource management.Provide input to Director on the performance of IT Specialists.Engages in department resource planning and work models, performs special projects and other duties as assigned.Perform any other related duties as required or assigned. SUPERVISORY/MANAGEMENT RESPONSBILITIESCarries out supervisory/management responsibilities in accordance with SCFHP’s policies, procedures, applicable regulations and laws
Responsibilities include:Providing effective leadership to attract and retain top talent to drive business results, including recruiting, interviewing, and hiring.Developing a high performing department culture and staff
This includes setting the standard for staff/peers and motivating employees to maximize organizational goals and objectives.Effectively assimilating, training and mentoring staff and (when appropriate), cross training existing staff and initiating retraining
This includes coaching to help increase skills, knowledge and (if applicable) improve performance. Setting goals and planning, assigning, and directing work consistent with said goals
This includes responding to employees’ needs, ensuring they have the necessary resources to do their work.Appraising performance, rewarding and disciplining employees, addressing complaints and resolving issues
This includes providing regular and effective feedback to employees and completing timely and objective performance reviews.REQUIREMENTS – Required (R) Desired (D)The requirements listed below are representative of the knowledge, skill, and/or ability required or desired. Technical bachelor’s degree or equivalent work experience
(R) Minimum five years of experience in providing computer system support, two years of which was in a supervisory or lead capacity
(R) Experience directing and controlling the activities of multiple functions
(R) Working knowledge of Windows applications, including Office Suite, Visio, PowerPoint, SharePoint, Adobe Acrobat, Internet Explorer, Firefox, FTP and SFTP
(R) Working knowledge of Active Directory authentication, Domain Naming Server (DNS), and Dynamic Host Configuration Protocol (DHCP), Transmission Control Protocol/Internet Protocol (TCPIP) and Group Policy
(R)Working knowledge of Cisco VOIP Call Manager, Contact Center and Unity system
(R) Working knowledge of Exchange and Windows server
(R)Working knowledge of Endpoint Encryption and protection applications including detection and removal of viruses and malware
(R) Ability to interact positively with staff at all levels, including executives, focused on providing high levels of end user support and service to all
(R) Ability to assume responsibility and exercise good judgment when making decisions within the scope of the position
(R)Ability to create, maintain, and update documentation pertaining to desktop support processes
(R)Ability to work and think effectively under pressure and accurately prioritize and complete tasks within established timeframes
(R)Ability to comply with SCFHP’s policies and procedures
(R)Ability to perform the job safely with respect to others, to property, and to individual safety
(R)Ability to maintain focus in a rapidly changing environment with multiple priorities
(R)Excellent communication skills including the ability to express oneself clearly and concisely when providing service to SCFHP users and outside entities over the telephone, in person or in writing
(R) Maintain confidentiality of all HIPAA and SCFHP information and data
(R)Must maintain a valid, current driver's license
(R) WORKING CONDITIONSDuties are primarily performed in an office environment while sitting or standing at a desk
Incumbents are subject to frequent contact with and interruptions by co-workers, supervisors, and plan members or providers in person, by telephone, and by work-related electronic communications. PHYSICAL REQUIREMENTSIncumbents must be able to perform the essential functions of this job, with or without reasonable accommodation: Mobility Requirements: regular bending at the waist, and reaching overhead, above the shoulders and horizontally, to retrieve and store files and supplies and sit or stand for extended periods of time; (R)Lifting Requirements: regularly lift and carry files, notebooks, and office supplies that may weigh up to 25 pounds; (R)Visual Requirements: ability to read information in printed materials and on a computer screen; perform close-up work; clarity of vision is required at 20 inches or less; (R) Dexterity Requirements: regular use of hands, wrists, and finger movements; ability to perform repetitive motion (keyboard); writing (note-taking); ability to operate a computer keyboard and other office equipment (R)Hearing/Talking Requirements: ability to hear normal speech, hear and talk to exchange information in person and on telephone; (R)Reasoning Requirements: ability to think and work effectively under pressure; ability to effectively serve customers; decision making, maintain a concentrated level of attention to information communicated in person and by telephone throughout a typical workday; attention to detail
(R)EOE
