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Manager IT Desktop Support

Company: SCA Health
Location: Birmingham
Posted on: March 20, 2023

Job Description:

Category: Corporate

Today, SCA Health has grown to 11,000 teammates who care for 1 million patients each year and support physician specialists holistically in many aspects of patient care. Together, our teammates create value in specialty care by aligning physicians, health plans and health systems around a common goal: delivering on the quadruple aim of high-quality outcomes and a better experience for patients and providers, all at a lower total cost of care.As part of Optum, we participate in an integrated care delivery system that enables us to support our partners as they navigate a complex healthcare environment, Only SCA Health has a dynamic group of physician-driven, specialty care businesses that allows us to customize solutions, no matter the need or challenge:

  • We connect patients to physicians in new and differentiated ways as part of Optum and with our new Specialty Management Solutions business.
  • We have pioneered a physician-led, multi-site model of practice solutions that restores physician agency by aligning incentives to support growth and transition to value-based care.
  • We lead the industry in value-based payment solutions through our Global 1 bundled payment convener, that provides easy predictable billing to patients.
  • We help physicians address everything beyond surgical procedures, including anesthesia and ancillary service lines.The new SCA Health represents who we are today and where we are going-and the growing career opportunities for YOU.

    Supply operational and tactical leadership, assistance and overall direction to the SCA IT engineering support team for all SCA Health locations. The Desktop Support Manager will handle hiring, mentoring, coaching and developing personnel consistent with SCA core values and technical responsibilities as they relate to the support, maintenance and distribution of desktops, laptops, printers, AV-equipment and other peripherals that support SCA Health and its surrounding entities.Position Responsibilities
    • Manage daily operational activities for multiple desktop engineers and project-related activities
    • Collaborate with leadership and a variety technology and clinical teams in order to determine proper scope, resource requirements specifications required for successful project outcomes
    • Partner with engineers and architects as needed to determine operational and tactical success when delivering desktop solutions that support our customers proactively identifying and managing risks and issues
    • Proactively build and manage the IT Integration schedules and supply milestones to the larger business integration schedule
    • Meet budgetary, technical, and business goals and adjust project constraints based on resource analysis
      • Strong ability to multi-task and manage multiple priorities in a fast-paced environment; able to manage multiple deliverables, scope change, and schedules to keep key business initiatives on schedule
      • Prepare assigned desktop engineering resources with necessary information, ensuring proper understanding of requirements, roles & responsibilities, work processes, and success criteria
      • Manage, find, and change any new requirements to meet the needs of the business as dictated by cost or circumstance
      • Participate, as needed in technical discovery meetings related to change, request, incident, and problem management situations
      • Lead assigned desktop engineering initiatives and personnel to a successful completion within appropriate timeframe, cost, and scope expectations
      • Provide mentoring, coaching and professional development to desktop engineering personnel that properly aligns organizational expectations and ensure ongoing professional growth for staff
        • Conduct consistently recurring monthly 1:1 meeting with staff to ensure continued professional and business continuity for operation and performance
        • Create, supply and update Key Performance Indicators (KPIs) as related to service quality, customer satisfaction, ITSM documentation, service response and process improvement
          • Ability to understand and work with building codes and guidelines used in the design and construction of health care facilities.
          • Experience in hiring, managing and administering the activities of desktop engineers, service vendors and contractors in support of SCA End-User Services IT Department.
          • Experience with Statements of Work (SOW), Requests for Proposals (RFP) contracts and negotiate agreements with service vendors and work with SCA IT leadership and Legal on completing the terms and conditions as appropriate
          • Ability to work with facility administrators, Risk Management, insurance adjusters, contractors and others in responding to emergencies
          • Familiarity with ITSM Service Management Tools (ServiceNow) and other software needed to manage desktop operations
          • Excellent organizational and critical thinking skills
          • Effective leader capable of creating cooperation with new members that fosters collective 'can-do' attitude that translates into successful execution of key business deliverablesStakeholders
            • Ability to collaborate with vendors, internal and external technical engineers, architects, and SCA team members in support of SCA End-User Services' mission to provide exceptional IT service deliveryCommunications
              • Excellent verbal and written communicator with management poise that inspires confidence, partnership and collaboration
              • Ability to transparently and effectively communicate with key stakeholders and senior leaders across the organization as needed
              • Comfortable with delivering presentations to stakeholders, leaders and team members as needed
              • Provide status reports and briefings, as needed to stakeholders, including executive leadership relating to key desktop engineering initiatives
              • Conduct meetings with various stakeholders, SMEs, and vendors to develop SOWs, manage performance expectations, and ensure successfully completed outcomesProcess Improvement
                • Manage and drive new process improvements and tools that improve the performance and effectiveness of the SCA End-User Services Team.
                • Improve current processes with overall goal of reducing bureaucratic complexity and creating greater stakeholder satisfaction around technology and ease of use for the business

Keywords: SCA Health, Birmingham , Manager IT Desktop Support, Executive , Birmingham, Alabama

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