As one of the largest health care providers in Maryland, with 13,000 team members. This company strives to care bravely for over 1 million patients annually. 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. This candidate must be prepared to manage the daily operational activities of the company.

RESPONSIBILITIES

• Leads help desk and operations staff to provide customers with ever-improving support for their use of technology.
• Serves as a member of the Management Team working with colleagues to identify, examine and develop immediate and long-term resolution of issues concerning Information.
• Serves as escalation point for Help Desk calls.
• Resolves problems directly or through coordination with other personnel and/or outside vendors.
• Meets and communicates with customers on an ongoing basis to gather feedback and suggestions for IT support.
• Keeps Administration informed of Help Desk and Operations performance, issues, and client usage.
• Monitors staff performance daily and informs Administration of difficult problems as necessary.
• Communicates regularly with staff regarding status of projects and outstanding issues.
• Communicates policies, procedures, and information to assigned staff.
• Performs staff evaluations and makes recommendations to the 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.
• Provides Administration with Help Desk and Operations Support Documentation.
• Submits monthly statistics to the 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 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.
• Ensure that staff monitor all central processing hardware units, servers and associated peripheral equipment.
• Verifies 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.
• Negotiates and oversees maintenance contracts on all Data Center equipment.

QUALIFICATIONS

• 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 of experience
• BS in Computer Science or Information Services

Category Code: JN008

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