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MGR PC & CUSTOMER SUPPORT

UNM Hospital

Details

Posted: 13-May-22

Location: Albuquerque, New Mexico

Salary: Open

Internal Number: 15953140

Position Summary:Responsible for managing the operations of the IS help desk and desktop support group, with focus on providing quality customer service for the Organization. Coordinate activities with other IS groups and outside entities. Directly supervise and monitor staff. Ensures adherence to Hospital and Departmental Policies and Procedures. No patient care assignment.Accountability:

SUPERVISION - Develop efficient organizational structure, supervise employees - select, terminate, train, educate, correct deficiencies, perform appraisals, issue discipline, counsel, schedule work assignments; encourage staff teamwork and growth initiatives

SUPPORT - Assist analysts, operators, technical support and training personnel in designing and improving user-support and quality-improvement processes

CUSTOMER SERVICE - Implement initiatives for providing quality customer service; including but not limited to, providing adequate phone, voice mail, and e-mail coverage, prioritization of incoming requests, and monitoring of response and triage time

TRACK - Track problem issues

REPORTS - Develop and generate statistical reports to be used in assessing the effectiveness of user-support efforts

IMPROVE - Provide suggestions to improve the user-support process

EVALUATIONS - Supervise follow-up evaluation with individual users

HELP - Oversee helpdesk phone service, implement initiatives to provide speedy response

SUPPORT - Provide IT project support, performing special tasks, and data entry or scanning jobs as required in a specific time frame

MONITOR - Monitor trends in system with frequent problems and in users with frequent calls

FEEDBACK - Provide feedback on these issues to appropriate support and management staff

SCHEDULE - Maintain the schedule for the help desk area and ensure adequate coverage

LIAISON - Serve as liaison to IT management regarding problems occurring, and to recommend end user training

Monitor and fine-tune prioritization scheme for assigning trouble tickets

COORDINATE - Coordinate customer service across PC and network support groups and analysts, as necessary to triage, and assign trouble tickets

COORDINATE - Coordinate efforts with HSC Helpdesk Supervisor and staff in areas that require service from both UH and HSC

PRESENTATION - Participate in presentations and writing formal documentation

COORDINATE - Work with Support Staff Managers to define department and user needs and to provide communication with the department

DEVELOPMENT - Enhance professional growth and development through participation in educational programs, reading current literature, attending in-services, meetings and workshops

EQUIPMENT AND SUPPLIES - Assist in the care and maintenance of department equipment and supplies

Education Requirements:

Bachelor's Degree in related discipline

Experience Requirements:

5 years directly related experience

Physical Demands Requirements:

Light Work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly (Constantly: activity or condition exists 2/3 or more of the time) to move objects. Physical demand requirements are in excess of those for Sedentary Work. May require walking or standing to a significant degree or requires sitting most of the time but entails pushing and/or pulling of arm or leg controls; and/or may require working at a production rate pace entailing the constant pushing and/or pulling of materials even though the weight of materials is negligible.

Working Conditions Requirements:

Minor Hazard - physical risks, dirt, dust, fumes, noise

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