Manager, Field Support – South Region

Job Type: Regular

Time Type: Full time

Work Shift: Day (United States of America)

FLSA Status: Exempt

When you join the growing BILH team, youre not just taking a job, you’re making a difference in people’s lives.

Responsible for delivering world class support services across specific BILH entities overseeing the assigned functional area (On-site, Off-site (non-main hospital campuses), or Projects) of the BILH Field Support team. This individual is on point to contribute to the Field Support consolidation in collaboration with the Director of Field Support. Works with leaders across the BILH business to prioritize needs and value, drives technology innovation strategy, focus, business and clinical outcomes, overseeing support tickets ensuring they are responded to and resolved within SLA. Contributes to the development and execution of the enterprise-wide IT strategy for Field Support and ensures alignment with the enterprises business strategy and the delivery of capabilities required to achieve business success. Develops, implements, and oversees strategies and support involving the assigned domain. Provides strong leadership to direct reports and fosters an environment of success, personal development and job fulfillment leading to low attrition.

Job Description:

Essential Duties & Responsibilities including but not limited to:

The following statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities and skills required of this position.

Primary Responsibilities:

1. Consistently exceeds end user expectations by meeting established SLAs and customer demands. (essential)

2. Contributes on setting the mission and vision for the Field Support team in collaboration with the Director of Field Support. Brings innovative technology services of the organization to foster a business-oriented culture and mindset driven by continual service improvement techniques. Acts as a champion with the responsibility of communicating innovative technology goals to IT senior leaders. (essential)

3. Partners with IT Leaders and their teams on cross functional projects and initiatives. Ensures the Field Support team is prepared for any spikes in work load including projects. (essential)

4. Develops a long-term strategic vision for areas of responsibility, taking into account best practices in the field and changing organizational needs; accountable for the overall innovative technology portfolio across his/hers areas of responsibility. (essential)

5. Provides direction, mentoring and coaching to staff to increase the capabilities and effectiveness of your team, to develop competencies to ensure they are meeting their goals and objectives. (essential)

6. Working with IT Security ensures that all PCs are patched, secured and updated per set requirements. (essential)

7. Ensures proper staffing needs are met and builds data driven business cases when additional staff is required to meet SLAs and business demands. (essential)

8. Ensures that support incidents and requests are handled following an ITIL based framework. (essential)

9. Drives high customer satisfaction and ensures services align with BILH needs. (essential)

10. For Field Support Project Position, must properly assess project needs and scope as well as ensure the Field Support projects are delivered on time and within budget. (essential)

11. Has the authority to direct and support employees daily work activities. Has the direct responsibility to undertake the following employment actions: hiring, termination, corrective action and performance reviews. Direct Reports: More than 7 Indirect Reports: None

Minimum Qualifications:

Education: High School diploma or GED required. Bachelors degree preferred.

Licensure, Certification & Registration: For Off-site Field Support position, must have valid driver license and available automobile to frequently travel to the off sites.

Experience: 5-8 years related work experience required and 1-3 years supervisory/management experience required

Skills, Knowledge & Abilities:

Advanced technical computer skills as required for technical support specific to functional area and related systems.

Must have a customer centric mindset.

Preferred Qualifications & Skills: ITIL certified

As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) and COVID-19 as a condition of employment. Learn more (https://www.bilh.org/newsroom/bilh-to-require-covid-19-influenza-vaccines-for-all-clinicians-staff-by-oct-31) about this requirement.

More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients lives. Your skill and compassion can make us even stronger.

Equal Opportunity Employer/Veterans/Disabled