Manager - Clinical Applications Service Desk

We Are More Than A Health System

We are more than a health system. We are a belief system. We believe wellness and sickness are both part of a lifelong partnership, and that everyone could use an expert guide. We work hard, care deeply and reach further to help people uncover their own power to be healthy. We inspire hope. We learn, grow, and achieve more in our careers and in our communities.

Job Description Summary

This position is responsible for managing approximately 10 Associates serving the entire OhioHealth (OH) enterprise. These associates provide IT Support to OH associates, physicians, administrators, and volunteers 24x7x365 by staffing the IS OH Service Desk. This position embraces a customer focused, data driven management approach to IT Support. This position provides oversight and management of a team that can and will work extended hours and irregular work schedules to maintain critical clinical and business systems 24x7x365. In emergencies or during special projects this individual may be required to provide on-site and / or remote management to ensure adequate support and staffing.

Responsibilities And Duties

Manages people, process and technology to provide 24x7 IT support to OhioHealth end users for a breadth of critical care systems and technologies that number over 1200 applications / systems. The Manager is responsible for measuring, monitoring and analyzing performance metrics and implementing process / performance improvement initiatives to maintain / improve service levels. Ensures that their area of responsibility is integrated into the ITIL methodology by adhering to processes including but not limited to : Service Catalog Management, Incident & Problem Management, Release & Deployment Management, Service Asset & Configuration Management, Request Fulfillment Management, Change Management and Knowledge Management. Provides leadership and oversight to associates in area of responsibility. Trains, coaches and develops associates to improve service to end users, including facilitating completion of ITIL training. Provides associates with opportunities to prepare for advancement within IS and / or OhioHealth. Works with outside agencies to fill positions and / or add supplemental help contract worker s during periods of high workload. Maintains relationships with colleges / universities to facilitate the hiring of entry level IT associates. Actively participates in professional development through networking, reading, attending conferences, etc. Contributes to the overall operation of the OhioHealth IS department by staying abreast of changes within the IT industry and participating in innovative strategies to keep the IS department in step with meeting the continually changing business needs of OhioHealth. Plans, monitors and effectively manages an operating and capital budget for assigned area of responsibility. Interfaces effectively with Network Operations Center. Understanding of Health Systems EHR tools and systems. The major duties / responsibilities and listed above are not intended to be all-inclusive of the duties, responsibilities and to be performed by associates in this job. Associate is expected to all perform other duties as requested by supervisor.

Minimum Qualifications

Bachelor's Degree (Required) ITILFC - Information Technology Infrastructure Library Foundation Certification - Axelos

Additional Job Description

SPECIALIZED KNOWLEDGE : 5 years of Healthcare or IT Experience and at least 5 years of management / supervisory Experience. At least 5 Years of Experience in an IT Service Desk, in a large organization, e. g. serving over 5,000 end users.

Work Shift : Day

Scheduled Weekly Hours : 40

Department : IS Managed Services

Join us! ... if your passion is to work in a caring environment ... if you believe that learning is a life-long process ... if you strive for excellence and want to be among the best in the healthcare industry

Equal Employment Opportunity

OhioHealth is an equal opportunity employer and fully supports and maintains compliance with all state, federal, and local regulations. OhioHealth does not discriminate against associates or applicants because of race, color, genetic information, religion, sex, sexual orientation, gender identity or expression, age, ancestry, national origin, veteran status, military status, pregnancy, disability, marital status, familial status, or other characteristics protected by law. Equal employment is extended to all person in all aspects of the associate-employer relationship including recruitment, hiring, training, promotion, transfer, compensation, discipline, reduction in staff, termination, assignment of benefits, and any other term or condition of employment