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Help Desk Manager

Company: Driscoll Health
Location: Corpus Christi
Posted on: May 14, 2022

Job Description:

Where compassion meets innovation and technology and our employees are family.Thank you for your interest in joining our team! Please review the job information below.GENERAL PURPOSE OF JOBManage and supervise the daily activities of the Help Desk team, to include training, coaching, organizing, planning, and staffing operations. Support IT projects and initiatives. Coordinate and complete activities regarding application roll-outs and upgrades. Log calls into the service management system and track high priority calls to resolution. Prioritize the workload of and scheduling of Microcomputer and Help Desk staff. Maintain computer asset management. Coordinate the delivery, setup, and relocation of computer systems and hardware between all system locations. Works with IS Director in preparing management reports, standard operating procedures, systems and training documentation, and in research and development efforts. Assist in invoice reviews and in resolving vendor issues. Perform all other duties as assigned. Staff efficiencies and effectiveness. Helps create/maintain department operational and strategic plans.ESSENTIAL DUTIES AND RESPONSIBILITIES - Positions in this class may perform any or all of the below listed duties. These should be interpreted as examples of the work, and are not necessarily all-inclusive.

  • Responsible for the coordination, implementation and management of Help Desk team including overseeing Help Desk customer service for the entire Driscoll Health System.
  • Serves on project teams performing tasks assigned by the IS Director. Will be requested to lead and monitor project teams under the IS Director's supervision. Routinely provides project updates to appropriate individuals.
  • Responsible for and assists with testing and writing scripts for assigned systems to ensure system and data functionality.
  • Coordinates all clinical moves and build-outs.
  • Consults with hospital staff and IS teams to make recommendations/implement changes that maximize the functionality of assigned systems.
  • Coaches and is a resource to the Help Desk team to assist with issues, problems, implementations and upgrades of related systems.
  • Interfaces and works closely with consultants, Project Manager, vendor representatives and IS staff regarding Help Desk projects and IS projects.
  • Assists in the preparation of bid requests in procuring related equipment.
  • Manager the problem resolution process from initial call to resolution. Ensure that the appropriate staff are assigned to resolve issues.
  • Make recommendations and arrangements for any training and/or tools needed for assigned staff.
  • Exercise independent judgment in the planning, scheduling, organizing, controlling and monitoring of the Help Desk team efforts.
  • Participates in IS department budgeting and strategic planning activities as it relates to Help Desk requirements.
  • Maintains utmost level of confidentiality at all times.
  • Adheres to hospital policies and procedures.
  • Demonstrates business practices and personal actions that are ethical and adhere to corporate compliance and integrity guidelines.
  • Performs other related work as required.SUPERVISORY RESPONSIBILITIESEffectively administers performance management system including:Developmental feedbackGoal settingAssesses competencyProgressive disciplineStrong knowledge of and effective in administering hospital policies and procedures. Responsible for sound management of human resources. Makes and implements decisions compatible with organizational goals. Maintains composure, effectiveness, and flexibility under pressure.EDUCATION AND/OR EXPERIENCE - Any combination of education and experience that would likely provide the required knowledge, skills, and abilities is qualifying.
    • Bachelor's degree (B.A.) from a four-year college or university; or 5-10 years related experience; or equivalent combination of education and experience.
    • Related experience in a healthcare environment strongly preferred.

Keywords: Driscoll Health, Corpus Christi , Help Desk Manager, Executive , Corpus Christi, Texas

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