Manager IT Desktop Support
Company: SCA Health
Location: Birmingham
Posted on: March 20, 2023
Job Description:
Category: Corporate
Overview
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.
Responsibilities
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
Qualifications
- 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
PI208331601
Keywords: SCA Health, Birmingham , Manager IT Desktop Support, Executive , Birmingham, Alabama
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