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Customer Support Manager

Lafayette General Health
Lafayette

Job Description

To provide support and leadership for the development and success of Lafayette General Health desktop/microcomputer support team by coordinating and supervising the activities of Computer Support Analysts. Works closely with the Director of Information Systems Technology in assuring the availability and reliability of desktop/microcomputer systems necessary for the delivery of quality patient care, strategic planning and decision making, and normal business functions of computer systems.

The IS Desktop Manager must have strong project management skills and be an excellent communicator. They must be familiar with budgeting, planning and management of projects and expenses within IT Operations. Installations and configuration of all desktop hardware and its supporting infrastructure, and overseeing the support installation team.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Works with the Director of Information Systems Technology to plan, organize, staff and manage the activities of Computer Support Analysts.

Provides input to the Director of Information Systems Technology in the establishment of priorities of projects and requests for desktop applications which are consistent with user needs and information system goals and objectives.

Works with the Director of Information Systems Technology to assure that the work assignments are appropriate for the best use of Computer Support Analyst staff.

Monitors project status and makes necessary adjustments to insure that projects are on time and within budget.

Assures that required documentation of desktop applications are consistent with established information systems standards and is available in Computer Operations.

Manage employment, performance ratings, promotions, transfers and terminations. Works with the Director of Information Systems Technology to insure that Computer Support Analysts are adequately staffed and properly trained.

Provides input to the Director of Information Systems Technology regarding facility plans and budgets. Works with the Director of Information Systems Technology to insure that operating budget is within fiscal limits as it applies to microcomputer support.

Maintains an awareness of industry changes in hardware and software and recommends incorporation of these changes where applicable.

Assures that equipment and desktop software to be ordered are within standards established for microcomputers and microcomputer applications and maintains that standard throughout the system.

Communicates effectively with users and Computer Support Analysts as necessary to keep them updated on changes within the System and Information Systems Department.

Insures that data integrity, system performance and user satisfaction standards are met or surpassed and strives for continuous improvement.

Manages special desktop projects and performs other duties as may be assigned.

Participates in community and professional associations to represent system interests, keep abreast of developments in the information systems technology industry and otherwise maintain professional growth. Provides evaluation, engineering/design and implementation services for new products, technologies and solutions to address corporate business requirements. Provides Level 3 Support and escalation support for Tier 1 and 2 engineers.

EDUCATION/TRAINING/EXPERIENCE:

B.S. Degree in Computer Science, Management, Business discipline or equivalent experience is required.

5+ years of experience as a Computer Support Analyst, Desktop support or equivalent required

5+ years of in healthcare management and/or healthcare technical experience preferred.

Previous management experience and experience with the healthcare system(s) in the LGH environment preferred.

Associate Level Certification preferred in Microsoft, VMware, and/or Cisco.

Strong verbal and written communication skills required.

Strong analytical skills required.

Strong technical troubleshooting skills required.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

Medium Work as defined by the U.S. Department of Labor constitutes a maximum lift of 21-50 pounds on occasion and/or a maximum lift of 11-25 pounds on a frequent basis.

Must be able to work in a well-lit and noisy environment.

May be required to assist in the turning, lifting, or moving patients as well as walking about from patients rooms, as well as to and from various hospital areas.

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