Manager IT Service Desk & Customer Support-Business Applications - University of Maryland Medical System

The University of Maryland Medical System (UMMS) is an academic private health system, focused on delivering compassionate, high quality care and putting discovery and innovation into practice at the bedside. Partnering with the University of Maryland School of Medicine, University of Maryland School of Nursing and University of Maryland, Baltimore who educate the state's future health care professionals, UMMS is an integrated network of care, delivering 25 percent of all hospital care in urban, suburban and rural communities across the state of Maryland. UMMS puts academic medicine within reach through primary and specialty care delivered at 11 hospitals, including the flagship University of Maryland Medical Center, the System's anchor institution in downtown Baltimore, as well as through a network of University of Maryland Urgent Care centers and more than 150 other locations in 13 counties. For more information, visit www.umms.org.

General Summary

Provides leadership for managing, planning, organizing, and executing departmental goals designed to provide a single point of contact for the end user community to report incidents and request IT services. Responsible for managing a team of analyst providing Tier 2 support of business applications. Responsible for the daily operations of the Service Desk as well as continuous improvement and integrated ITSM ITIL service management strategic automation activities. Participates in or manages Major System Incidents including coordinating the communication to appropriate senior staff, interdepartmental teams and end users. Develops customer services strategies which optimize reliability. Participates in the ITSM Change and Problem Management processes. Provides direction and guidance to the Helpdesk Staff, including direct report supervisors as well as HR and Administrative control. Responsible for maintaining customer satisfaction across the full range of services provided by the Information Services and Technology department.

Principal Responsibilities and Tasks

The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. These are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

1. Develops and coordinates the implementation of effective customer and service desk support strategies including multi-channel support and changes in a multidimensional, multi-facility environment with Tier 1 and Tier 2 Technical Agents.

2. Participate in the development and execution of Service Level Targets.

3. Recommends and implements new best-practice processes to ensure better service for IT users, executives and project staff while following enterprise support guidelines.

4. Build and maintain a strong team culture of inclusion and recognition of positive achievements.

5. Meet with end-user community to provide updates, address IT support concerns and find solutions to issues. Follow up with relevant IT function, to resolve concerns and issues.

6. Provide oversight or collaboration of Major System Incidents and participates in the follow-on Risk, Problem and Change Management processes to insure operational continuity in an ITIL environment. Prepare monthly customer service metric reports, including statistics for IT support teams for distribution to senior IT management. Conducts presentations on a variety of Help Desk issues to internal and external customers, management and administrators.

7. Maintains close alignment & coordination with peers to provide world-class support across multiple disciplines.

8. Uses the UMMS ITSM tool to identify trend issues, analyze issues of concern and recurring trends, and identifying and implementing solutions where applicable. Assess, manages and monitor employee satisfaction results and action plans. Assist Senior Management in the execution of improvement action plans.

9. Determine staffing requirements and supervise, build and maintain a high performance team that assures adequate and highly effective staffing.

A. Hire, orient, train, conduct performance evaluations, handle disciplinary issues, and provide an open and goal oriented work environment with establish clear and concise work procedures and productivity standards.

B. Develop staff by providing opportunities and training programs to enhance individual employee career development.

C. Ensures staff competency of technologies, policies and practices across the enterprise.

10. Develops, maintains, implements and enforces departmental goals, objectives, policies and procedures for UMMS in collaboration with IT Leadership.

A. Ensures compliance with regulatory and audit agency requirements.

B. Develops performance improvement initiatives to improve customer service, operating costs, departmental functions and productivity.

C. Develops and executes effective control process and compliance monitoring procedures to ensure risks are measured, monitored, controlled, and mitigated

Education and Experience

• Bachelor’s Degree in Information Technology or Computer Science, or equivalent education, experience and certifications from which comparable knowledge and abilities have been acquired.
• Five years of full-range ITSM support experience, to include three years of experience leading and/or supervising employees in a full-range ITSM company or department.
• ITIL v3 or v4 training, or ability to complete training within 6 months of employment. Certification preferred.

Knowledge, Skills and Abilities

• Effective verbal and written communication skills are necessary to advise and consult, make formal presentations.
• Highly effective customer service skills and the ability to work with and influence at all levels within the organization.
• Excellent organization skills: demonstrates confidence and innovation.
• Excellent technical skills in the areas of software, security, infrastructure, and ITSM processes & procedures.
• Demonstrates leadership ability; demonstrates effectiveness in supervising, evaluating, training, discipline and motivating staff.
• Highly effective problem-solving skills; ability to implement new programs related to increased efficiency.
• Ability to thing logically and abstractly, and prioritize tasks appropriately in a fast-paced environment.
• Ability to quickly learn new technical concepts, ideas and theories.
• Ability to understand and adhere to systems security and control procedures in accordance with all departmental and vendor standards and regulatory bodies.
• Ability to maintain professional growth and subject matter affiliations to keep abreast of technology changes and application to the UMMS environment.

Working Conditions

• Weekend, shift work, holiday, on-call, and may be require work beyond normal duty hours to complete projects, meet deadlines, or respond to emergencies.
• Work is performed in various environments within UMMS. These environments include, but are not limited to the following: a standard office environment, Data Center/closets environment, or Healthcare environment.
• Periodic traveling out of town with overnight stays to obtain required training, education, or certification may be required.
• Work may include regular travel to and from the various affiliated institutions within the Medical System.
• Work may be required in a Healthcare facility which the observance of “Universal Precautions” is mandated. Universal Precautions involves the wearing of protective clothing/equipment and the observance of safe work practice.
• There is potential for regular exposure to hazardous materials and hazards from use of tools and power equipment in the work environment.
• Work is high demand and fast paced.
• May require lifting, carrying supplies/equipment, pushing/pulling equipment in excess of 40 lbs.
• May require standing stooping, bending and walking for prolonged periods of time.
• Talking and hearing necessary for conversations with callers, visitors, patients, families and staff members.

All your information will be kept confidential according to EEO guidelines.

Experience with Infor, Kronos or an enterprise level cloud ERP strongly preferred