Manager, Enterprise IT Operations - Saint Francis Hartford

Employment Type:

Shift:

Description:

POSITION PURPOSE

Directs and oversees individuals responsible for IT service delivery at assigned Health Ministry(s) (HMs).  Works closely with Director(s) to set priorities and ensure the highest possible level of service to the HM. Serves as a member of the Technology Operations leadership team, collaborating with management and staff to provide technology solutions and service in accordance with the standards and security practices of Trinity Health and meeting the needs of the HM.

ESSENTIAL FUNCTIONS

• Directly manages individuals responsible for IT service delivery at assigned Health Ministry(s).  Performs supervisory functions of hiring, performance management, training, colleague development, compensation management mentoring.
• Responsible for adhering to system office and applicable local policies and procedures.
• Assists with establishment of departmental and colleague goals and objectives that support the overall goals of Trinity Information Services (TIS) and promotes colleague development.  Evaluates colleague and department performance against these established goals and objectives.
• Responsible for departmental administrative functions including staff scheduling, on-call coverage, timecard approval, work assignments, etc.
• Responsible for capacity management (colleague and contract support).
• Responsible for IT Service delivery and endpoint devices (i.e. desktops, laptops, printers, mobile devices, phones, and peripherals) support at assigned HM(s) adhering to Trinity standards, policies and best practices to maintain optimal service levels.
• Provides consultation to HM and other IT groups in evaluating hardware and software requirements to meet business needs. Establishes and maintains relations with HM peers/counterparts.  Determines the applicability of new technological developments and recommends appropriate usage.
• Responsible for executing the Enterprise Information Security standards adoption at assigned HM(s).
• Responsible for managing through any TIS escalations, outages and other emergent response activities.
• Responsible for tracking and managing the IT assets, inventory, lifecycle, and Configuration Management Database maintenance for the assigned HM(s)
• Responsible for queue management and oversight for service requests and incident responses (load balancing assignments, addressing escalations, resolving gaps in colleague knowledge, etc.)
• Adheres to established guidelines for tracking and monitoring work; and works with stakeholders to move requests to the appropriate queues when applicable (Example: Intake request for new work to be completed).
• Follows the corporate change advisory board (CAB/CCAB) framework and standard communication processes for maintenance, disruptions, and activations.
• Strives to meet applicable metrics as defined by Trinity Information Services Service Level Agreements (SLA), Operational Level Agreements (OLA) and Balanced Scorecard Priorities.
• Addresses service quality issues by reviewing ticket assignment trends, analyzing customer feedback surveys, investigating breach/outstanding reports, etc.
• Anticipates and provides solutions for complex IT issues.  Understands and is responsive to complex technical/conceptual information to identify issues and implications.
• Presents consultative solutions, recommendations, and guidance to both technical and non-technical individuals at all levels of the organization.
• Leads, participates and/or engages in efforts that align and support the HM, TIS and/or Trinity Health strategic priorities.
• Actively participates in the development, maintenance and testing of the business continuity and disaster recovery plans.
• Leverages the Trinity Health Leadership System (THLS) for process improvement, communicating priorities, etc. (example: Tier 1 Daily Huddle)
• Responsible for contributing towards the successful implementation of TIS strategy, goals and objectives as defined by TIS senior leadership.
• Responsible for support and assistance of departmental budgets, both capital and operating, including preparation of budgets, approval of expenditures and monitoring of actual expenditures. Prepares and presents variance to plan as required by TIS management.
• Maintains a working knowledge of applicable Federal, State and local laws/regulations; the Trinity Health Integrity and Compliance Program and Code of Conduct; as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and professional behavior.
• Performs other duties as assigned.

MINIMUM QUALIFICATIONS

• Bachelor's degree in business, healthcare administration, computer technology, information management or related field or an equivalent combination of education and experience.
• Preferred five (5) years of experience in Information Services management and evidence of continuing education and/or professional development in Information Technology management.
• Five to seven years of experience in Information Services.  Previous experience supporting end user devices preferred.
• Previous experience managing people formally or informally, preferred.
• Strong interpersonal and relationship building skills as well as excellent communication skills. Experience in de-escalation techniques, preferred.
• Flexibility to work in a 24x7x365 environment oriented towards a zero-downtime target.
• Willingness and ability to travel, up to 25%, may be required for this position.
• Ability to engage and collaborate in cross functional teams aimed at driving results.
• Must be comfortable operating in a collaborative, shared leadership environment and being a change leader.
• Sets clear, consistent expectation and holds self and team accountable to deliver on the most important work.
• Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health.

PHYSICAL AND MENTAL REQUIREMENTS AND WORKING CONDITIONS

• This position operates in a typical office environment. The area is well-lit, temperature-controlled and free from hazards. Incumbent communicates frequently, in person and over the telephone, with people in a number of different locations on technical issues.
• Manual dexterity is needed in order to operate a keyboard.  Hearing is needed for extensive telephone and in person communications.
• The environment in which the incumbent will work requires the ability to concentrate, meet deadlines, work on several projects at the same period and adapt to interruptions. 
• The incumbent must be capable of traveling in the course of completing project assignments.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of duties so assigned.

Our Commitment to Diversity and Inclusion
 

Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.