Desktop Operations Director (Director, Information Services Lvl 1), Enterprise Infrastructure

About NYC Health + Hospitals

NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city’s five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers.

At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.

Job Description

The Desktop Operations Director should be a highly motivated and experienced individual prepared to oversee the deployment of territory projects and local IT initiatives. This role requires a strong understanding of IT service delivery, including managing Workplace Computing Group (WCG) Service Level Objectives (SLOs), ensuring enterprise-wide adherence to Standard Operating Procedures (SOPs), and managing EITS projects within facilities. The ideal candidate will build strong relationships with facility management, proactively identify and resolve technical and service issues, and contribute to continuous improvement efforts through data analysis and insightful recommendations. A commitment to exceptional customer service and the ability to foster a competitive environment are essential.

Duties & Responsibilities

• Assisting with the deployment of territory projects as dictated by covered facilities
• Participating in the development and implementation of local initiatives involving disease management programs, facility contracting initiatives, payment policies, vendor changes and product design changes
• Coordinating all activities to ensure successful Workplace Computing Group (WCG) Service Level Objectives (SLO’s)
• Working with the other members of the WCG team to ensure enterprise wide adherence to standard operating procedures (SOP’s)
• Develop relationships with facility management with and through Business Relationship Management (BRM) engagement.
• Manage EITS Projects within the Facility and engage Central Office Service Lines as needed
• Communicate effectively, collaborate to execute on performance assessment, creation of meaningful conclusions and development of recommendations that can be delivered to achieve continual improvement
• Obtain and demonstrate an understanding of the pertinent facilities, the healthcare industry, and the critical needs required to effectively support the assigned territory
• Take a broad approach to problem solving
• Communicate new projects to WCG Members and upper Management
• Develop pertinent and insightful recommendations and build feasible, value-added solutions
• Define historic Incident trend and project expected staffing level requirements
• Assess components of Desktop Support and define areas of opportunity for improvement
• Respond to the customers with a sense of urgency, practicality, accountability, integrity and respect
• Proactively identify and assist, as appropriate, in the timely resolution of any strategic, technical or service issues
• Coordinates and communicates activities with upper Management
• Delivers exceptional performance; strives to achieve stretch objectives; focuses on results, not efforts
• Drives initiatives to achieve organizational targets and performs other duties as required
• Fosters a competitive environment and serves as a role model to other EITS employees
• Approve/Reject hardware requests for Facility
• Review Change Management Requests for approvals/rejections
• Attend daily meetings/huddles and report accordingly
• Write/request ServiceNow reports and make changes, within the Department, as needed based on analysis and trends

Minimum Qualifications

1. Bachelor’s Degree in Mathematics, Engineering, Business Administration, Accounting, Finance, Economics or a related discipline; and
2. Six (6) years of experience in the field of data processing and computer systems and applications, of which three (3) years must have been in a supervisory role; and
3. Strong technical knowledge

Department Preferences

Knowledge, Skills, Abilities and other Requirements:

• PMP Certification/Training
• A/V knowledge
• ServiceNow experience

Years of Experience:

• 5 Years of IT Managerial experience

How To Apply

If you wish to apply for this position, please apply online by clicking the "Apply for Job" button.

NYC Health and Hospitals offers a competitive benefits package that includes:

• Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
• Retirement Savings and Pension Plans
• Loan Forgiveness Programs for eligible employees
• Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
• College tuition discounts and professional development opportunities
• Multiple employee discounts programs