Better Opportunity for a Better Career

Continuum Health Partners is a non-profit Hospital System in New York City that comprises five historically distinguished hospitals: Beth Israel Medical Center, Roosevelt Hospital, St. Luke’s Hospital, Long Island College Hospital and NY Eye & Ear Infirmary.

Continuum Health Partners is currently searching for a Senior Manager of Desktop Support Services to join our Technology team. The Senior Manager will provide leadership for the planning, operations and problem-solving for a team of Desktop Support Managers and Analysts in order to meet individual and team performance targets.

The Senior Manager ensures delivery of a consistently superior customer experience and projects a strong managerial presence within all levels of the organization. Manages 24/7 support of desktop users, projects and deployments.

Responsibilities

· Lead Desktop Support services group’s operational and strategic planning, including fostering innovation, planning projects, and organizing and negotiating the allocation of resources.

· Benchmark, analyze, report on, and make recommendations for the improvement and growth of the desktop support infrastructure and systems.

· Manage financial aspects of the Desktop Support group, including purchasing, budgeting, and budget review.

· Develop business case justifications and cost/benefit analyses for desktop support spending and initiatives.

· Develop and implement all desktop support policies and procedures, including those for architecture, security, disaster recovery, standards, purchasing, and service provision.

· Develop requests for proposal.

· Negotiate and administer vendor, outsourcer, and consultant contracts and service agreements.

· Manage the deployment, monitoring, maintenance, development, upgrade, and support of all desktop support systems including PCs, operating systems, hardware, software, and peripherals.

· Work with stakeholders to define business and systems requirements for new technology implementations.

· Direct research on potential technology solutions in support of procurement efforts.

· Keep current with the latest technologies.

· Approve and oversee projects and project portfolio.

· Practice asset management for hardware, software, and equipment.

· Manage staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions.

· Establish and maintain regular written and in-person communications with the organization’s executives, department heads, and end users regarding pertinent activities.

Requirements

· Bachelor's degree in Information Systems or equivalent leadership experience

· Minimum five years experience in desktop hardware and software administration and remote access technologies.

· Minimum five years of management experience with direct staff in an organization with 10,000+ computers

· Minimum of eight years of overall IT experience with increasing responsibilities

· Knowledge of PC and Mac computing infrastructures/operating systems, desktop imaging, and basic networking knowledge

· Experience leading wide-scale deployments and upgrades

· Excellent communication, interpersonal, organizational, and presentation skills

· Strong customer service orientation and sense of urgency for rapid issue resolution

· Ability to work effectively with project teams and clients

· Knowledge and experience in service management including implementing new IT processes such as incident, problem, and release management

· Extensive problem solving skills

· Ability to work outside standard work hours as necessary to ensure 24x7 onsite or remote support

· ITIL or equivalent service management certifications a plus

· Hospital/clinical support experience a significant plus