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Position Summary:
The role will be responsible for the strategic direction, implementation, and service delivery of end user technologies to drive collaboration and productivity of Catholic Health’s workforce.
The Director is obsessed with the end user experience and delivering best in class solutions through collaboration with stakeholders to understand their goals and align technology solutions with desired business outcomes.
The Director sets objectives, organizes, and leads the Desktop Services department and is responsible for the development and on-going coordination of continuous improvement projects within service delivery.
Duties and Responsibilities:
- Provide leadership and vision for the Desktop Services department including end-user computing, mobile device, and AV support, in order to streamline IT operations structure across all business entities.
- Constantly evaluate industry trends and the product landscape to determine how they apply to the end user computing experience.
- Project Management including application and operating system upgrades/implementations, hardware upgrades, enterprise-wide technical standardization and other technology refreshes.
- Manage customer service and staff competence so as to optimize and sustain performance and customer satisfaction.
- Works with the IT service management and infrastructure teams to redefine existing solutions with a more integrated, innovative and automated perspective.
- Optimize staffing and geographical locations to improve the customer experience and support business processes.
- Develop fact-based analysis, budgets, and forecasts.
- Achieve operating and capital objectives.
- Serve as escalation point for and communicates with cross functional teams, provides updates, and root cause analysis to executive management in support of the continuous improvement initiatives through quantitative metrics.
- Conduct site visits and provides forum for formal and informal communications among IT management and field staff.
- Ensure conformance to system infrastructure standards, methods and practices and assist in development of the same, across IT and CHS business units.
- Member of Change Control Committee, Security Control Committee, Security Incident Response Team and IT User Groups.
- Report/trend analysis of IT issues, problems and potential risks.
- Develop and document support strategies, troubleshooting guidelines and escalating procedures including Problem and Service Request Management, Inventory and Support plan and databases.
- Create team enthusiasm while providing guidance and encouragement. Demonstrates ability to further develop the skills of others. Identifies and responds to development / coaching needs of all personnel. Ensures performance feedback is delivered on a timely basis.
- Responsible for all aspects of staff management, including hiring, coaching, counseling, performance reviews, improvement plans, development, training, and terminations according to company policies and employment laws.
- Work independently and maintains a high degree of professional conduct at all times. Exhibits leadership qualities in daily responsibilities.
- Conduct himself/herself in conformity with the Corporate Compliance Assurance Program and is committed to the mission and goals of Catholic Health.
- Play an active role in the CH information security awareness program by following and supporting information security policies and procedures to the best of their ability. This will include reporting any suspected fraud, abuse, or violation of policy to the appropriate management or reporting mechanism
- Maintain competency by participating in continuing education and seminars specific to job responsibilities within CH IT.
- Perform related duties as assigned and unrelated duties as requested.
- On call support 24 x 7 x 365.
Position Requirements and Qualifications
Education:
- Bachelor's Degree required. Degree in Information Systems/Computer Science desired.
- 10 years of experience in related field is required, at the senior level managing large field installation operations (10,000 employees) in an operationally intensive business with field delivery teams and a strong focus on excellent customer experience.
- Computer related courses at a certified career institution.
Skills and Experience:
- Detail oriented, with focus on high quality and customer support.
- Experience with ITIL service management framework.
- Strong understanding of desktop technologies, end user productivity applications, unified communications, virtualization, and collaboration services
- Demonstrated leadership skills, ability to provide direction, constructive feedback and employee counseling when necessary.
- Excellent written and verbal communication skills. Ability to work independently and multi-task.
- Progressive experience (10 years) in Information Technology Management with focus on end user technologies and disciplines.
Functional Abilities (including but not limited to):
- Willingness to travel from entity to entity.
- Ability to work in stressful situations.
- Ability to manage large and diverse group of staff at multiple locations.