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Trinity Health - IHA Associate Director, Technical Services in Ann Arbor, Michigan

POSITION DESCRIPTION:

Provides leadership and guidance for the Service Desk and Network/Server Support teams within the IT Department. Provides direction to management and server/networks team regarding the service levels and performance of each team and individual contributors. Maintains senior leadership level oversight for all of the IT systems technical infrastructure; ensures that resources are well managed and staff are high performing.

ESSENTIAL JOB FUNCTIONS:

  • Maintains oversight of all the information systems technical infrastructure for IHA including data center operations, the physical and virtual server environment, storage, LAN/WAN, end user devices, and telephony infrastructure.

  • Effectively works with resources across the IT Department to ensure a high level of end user support and satisfaction.

  • Provides guidance to the leadership team to ensure that the staff who support in these areas are well trained and engaged in their work.

  • Supports the leadership team with innovative and proactive recruitment, development and retention of high level talent for respective teams; provides input on performance and provides direction when individual or team performance is not meeting expectations or established goals.

  • Establishes and measures performance goals and objectives for direct management reports, provides input for team and individual performance goals.

  • Leads migration to new technologies, evaluates processing performance related to machine utilization and reliability, and forecasts financial impact of IT needs.

  • Under the direction of the Director of IT, oversee and coordinate data operations, business continuance and disaster recovery plans.

  • Under the direction of the Director of IT, has responsibility for financial oversight including development and direction of financial objectives, budgets and expenditures.

  • Identify, establish and support IHA initiatives and strategies to advance technology.

  • Serve as internal consultant on technology; Maintains expertise and implements new ideas and approaches to achieve an improved experience for IHA providers and staff.

  • Under the direction and support from the Director of IT, establishes technical priorities, standards and procedures.

  • Oversees planning and implementation of all business information systems, such as practice operations, customer operations, and internal systems.

  • Identifies user needs and ensures services expectations are exceeded across all levels of the organization.

  • Explores new technologies for future planning and potential implementation.

  • Develop, monitor and enforce service level agreements and effective change control processes. Ensures a reliable technology environment.

  • Designs, monitors and tests data integrity and disaster recovery architecture.

  • Ensures the organization has a secure information systems environment and maintains compliance with all regulatory requirements

  • Assists the Director of IT with the development of the IT Strategic Plan. Tracks new technologies, functions as an internal consultant on technology and makes recommendations accordingly

  • Provides input toward the development of capital and operating budgets for the Service Desk and Network/Server area and has responsibility for managing to the established budget.

  • Assist in the development, education, and enforcement of information systems policies.

  • Attends relevant meetings; may participate in the planning or presentation at team or other leadership level meetings. Ensures that issues are communicated effectively and resolved in a timely manner.

  • Assumes additional responsibility as necessary.

ORGANIZATIONAL EXPECTATIONS:

  • Creates a positive, professional, service-oriented work environment for staff, patients and family members by supporting the IHA CARES mission and core values statement.

  • Must be able to work effectively as a member of IHA leadership and other relevant teams.

  • Successfully completes IHA’s “The Customer” training and adheres to IHA’s standard of promptly providing a high level of service and respect to internal or external customers.

  • Maintains knowledge of and complies with IHA standards, policies and procedures, including IHA’s Employee Handbook.

  • Maintains complete knowledge of office services and in the use of all relevant office equipment, computer, and manual systems.

  • Maintains strict patient and employee confidentiality in compliance with IHA and HIPAA guidelines.

  • Serves as a role model, by demonstrating exceptional ability and willingness to take on new and additional responsibilities. Embraces new ideas and respect cultural differences.

  • Uses resources efficiently.

  • If applicable, responsible for ongoing professional development – maintains appropriate licensure/certification and continuing education credentials, participates in available learning opportunities.

MEASURED BY:

Performance that meets or exceeds IHA CARES Values expectation as outlined in IHA Performance Review document, relative to position.

ESSENTIAL QUALIFICATIONS:

EDUCATION: Bachelor’s degree or equivalent combination of education and experience.

CREDENTIALS/LICENSURE: None

MINIMUM EXPERIENCE: Prior work at a leadership level within IS or other relevant leadership experience, with six to eight years’ experience leading an IT functional area; work experience will.

POSITION REQUIREMENTS (ABILITIES & SKILLS):

  • Proficient in operating a standard desktop and Windows-based computer system, including but not limited to, EMR software, clinical imaging, Microsoft Word and Excel, intranet and computer navigation. Ability to use other software as required while performing the essential functions of the job

  • Possesses in depth knowledge and experience on EMR and clinical application setup, configuration, optimization, support, integration, and implementation.

  • Direct experience in the specific technical areas of data center operations, the physical and virtual server environment, the storage environment, LAN/WAN, end user devices, and telephony infrastructure.

  • Excellent communication skills in both written and verbal forms, including proper phone etiquette. Ability to speak before groups of people and resolve conflict in situations where the audience may be less than receptive.

  • Ability to work collaboratively, in a courteous and friendly demeanor within all levels of the organization, vendors and the general public.

  • Excellent organizational and time management skills to effectively juggle multiple priorities, time constraints and large volumes of work.

  • Ability to exercise sound judgement and problem-solving skills.

  • Ability to coordinate, direct and supervise the work of others.

  • Ability to analyze and interpret data for appropriate and effective response.

  • Ability to handle IHA staff and organizational information in a confidential manner.

  • Successful completion of IHA competency-based program within introductory and training period.

MINIMUM PHYSICAL EXPECTATIONS:

  • Physical activity that often requires keyboarding, filing and phone work.

  • Physical activity that often requires extensive time working on a computer.

  • Physical activity that sometimes requires walking, standing, bending, stooping, reaching, and/or twisting.

  • Physical activity that sometimes requires lifting, pushing and/or pulling under 30 lbs.

  • Specific vision abilities required include close vision, depth perception, peripheral vision and the ability to adjust and focus.

  • Manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.

  • Requires the ability to drive to other office sites.

  • Must hear and speak well enough to conduct business over the telephone or face to face for long periods of time in English.

MINIMUM ENVIRONMENTAL EXPECTATIONS:

This job operates in a typical office environment which involves frequent interruptions and significant interaction with people which can be stressful at times.

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