WHY WE'RE A GREAT COMPANY

As one of the largest healthcare providers in Maryland, with 13,000 team members, we strive to CARE BRAVELY for over 1 million patients annually. The Client include Sinai Hospital of Baltimore, Northwest Hospital, Carroll Hospital, Levindale Hebrew Geriatric Center and Hospital and Grace Medical Center, as well as our Community Physician Enterprise, Center for Hope, Practice Dynamics, and business partners: Fitness, Express Care and Home Care of Maryland.

The candidate should be available for in-person meetings in Maryland. A bachelor's degree is required at the time of hire.

Position Summary:

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. Manages daily operational activities of the IS Data Centers for the client.

Essential Functions:

Customer Service: Leads help desk and operations staff to provide customers with ever-improving support for their use of technology. Serves as a member of the IS Management Team working with colleagues to identify, examine, and develop immediate and long-term resolution of issues concerning Information Services at the client Serves as escalation point for Help Desk calls. Resolves problems directly or through coordination with other IS personnel and/or outside vendors. Meets and communicates with customers on an ongoing basis to gather feedback and suggestions for IT support. Informs them of any new developments or changes in services. Keeps IS Administration informed of Help Desk and Operations performance, issues, and client usage.

Staff Management: Monitors staff performance daily and informs IS Administration of difficult problems as necessary. Communicate regularly with staff regarding the status of projects and outstanding issues. Communicates IS 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.

Documentation: Provides IS Administration with Help Desk and Operations Support Documentation. Submits monthly statistics to IS 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 IS service and support policies and procedures. Checks all procedures regularly and ensures that they are in place, correct, and being followed. Creates and maintains an 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.

Data Center Management: Manages maintenance and logistics for Sinai and Northwest Data Centers. Ensure that staff monitor all central processing hardware units, servers, and associated peripheral equipment. Verify 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 and well maintained and that all installed systems are documented. Negotiate and oversee maintenance contracts on all Data Center equipment.

Qualifications And Requirements:

• 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

Skills And Certifications Required:

• BS in Computer Science or Information Services
• CompTia Certification
• Security Clearance Required: No
• Visa Candidate Considered: No

Candidate Details

• 5+ to 7 year's experience
• Seniority Level - Mid-Senior
• Management Experience Required - Yes
• Minimum Education - Bachelor's Degree
• Willingness to Travel - Occasionally

Ideal Candidate

• Must have a bachelor's degree.
• Must be willing to come in person for a meeting in Owings Mills, Maryland.