IT SERVICE CENTER MANAGER

Summary

POSITION SUMMARY: The IT Service Center Manager oversees the help desk and operations staff, and the activities associated with the identification, prioritization and resolution of reported problems. Manages daily operational activities of the IS Data Centers for LifeBridge Health. Essential Functions: Customer Service: Leads help desk and operations staff to provide customers with ever-improving support for their use of technology. Serves as a member of the IS Management Team working with colleagues to identify, examine and develop immediate and long term resolution of issues concerning Information Services at LifeBridge Serves as escalation point for Help Desk calls. Resolves problems directly or through coordination with other IS personnel and/or outside vendors. Meets and communicates with customers on an ongoing basis to gather feedback and suggestions for IT support. Informs them of any new developments or changes in services. Keeps IS Administration informed of Help Desk and Operations performance, issues and client usage. Staff Management: Monitors staff performance daily and informs IS Administration of difficult problems as necessary. Communicates regularly with staff regarding status of projects and outstanding issues. Communicates IS policies, procedures and information to assigned staff. Performs staff evaluations and makes recommendations to Director for promotion, training and disciplinary action. Participates in the recruitment, interviewing and hiring of staff. Manages the daily staff schedule and allocation of resources. Ensures that daily operational activities are monitored and completed. Documentation: Provides IS Administration with Help Desk and Operations Support Documentation. Submits monthly statistics to IS Administration. Assists in the development of the operating budget related to the Help Desk and Operations support and staff needs. Assists in the development and maintenance of standard IS service and support policies and procedures. Checks all procedures regularly and ensures that they are in place, correct and being followed. Creates and maintains approved list of services, service level agreements, escalation schemes, objectives and a strategy and plan for the Help Desk and Operations Support Services. Ensures all staff are familiar with these, and encourages participation in the evolution of these where possible. Data Center Management: Manages maintenance and logistics for Sinai and Northwest Data Centers. Ensure that staff monitor all central processing hardware units, servers and associated peripheral equipment. Verify that staff executes production scheduled jobs, checks and analyzes errors, takes corrective action when needed and involves the appropriate resources to resolve problems. Ensures that the Data Centers are clean, well maintained and all installed systems documented. Negotiate and oversee maintenance contracts on all Data Center equipment. QUALIFICATIONS AND REQUIREMENTS:

• Basic professional knowledge; equivalent to a Bachelor's degree; working knowledge of theory and practice within a specialized field
• BS in Computer Science or Information Services
• 5-7 years