Behavioral Attributes:
The following behavioral attributes are required: achievement motivation, concern for order, flexibility, initiative, self-
confidence, customer service oriented, interpersonal effectiveness, teamwork, analytical thinking and information
seeking.
Essential Functions
- Manages daily activities of the Help Desk, ensuring timely and effective resolution of IT issues
- Monitor and improve incident response times, ticket resolution quality, and user satisfaction
- Ensures departmental adherence to IT policies, security standards, and regulatory requirements
- Oversee Identity and Access Management processes, including user provisioning, deprovisioning, and role-based access controls
- Coaches, supports and educates the help desk to achieve positive outcomes.
- Develop staff schedules, manage performance evaluations, and support professional development
- Foster a culture of accountability, responsiveness, and continuous learning
- Promotes world–class customer service to achieve high levels of patient satisfaction.
- Analyze service metrics and user feedback to improve system uptime and customer service
- Develops strategies to identify, meet, and exceed customer expectations and requirements.
- Identify opportunities for operational improvement and implement changes to streamline workflows
- Communicates effectively to ensure positive and productive relationships with internal and external constituencies.
- Seeks out and maintains relationships which are important to hospital goals.
- Shares information effectively.
- Act as a liaison between the IS department and end users, ensuring effective communications and expectations management
- Collaborate with infrastructure, application, and security teams to support technical projects and operational needs
- Continuously seeks out performance improvement efforts.
- Supervise Daily Operations of the Help Desk - Ensure timely, efficient, and customer-focused resolution of IT service tickets and technical support requests across the organization.
- Oversee Identity and Access Management Processes - Manage user provisioning, deprovisioning, and access control protocols to maintain data security and compliance
with regulatory standards. - Monitor and improve service performance metrics - Track KPIs such as first call resolution, ticket aging, and user satisfaction to evaluate Help Desk performance and identify opportunities for improvement.
- Lead and develop is Support Staff - Provide supervision, coaching, performance evaluations, and training to help desk staff to promote a skilled and motivated team.
- Ensure compliance with it policies and security standards - enforce adherence to internal controls, HIPAA guidelines, and it security protocols throughout daily
operations. - Maintain and improve operational documentation - create an update standard operating procedures, knowledge base articles, and escalation protocols to ensure consistency and clarity.
- Collaborate with other Hospital departments - act as a liaison between end users, infrastructure teams application support and Leadership to coordinate effective service delivery.
- Participate in IT incident and problem management - assistant managing major incidents, root cause analysis, and the development of preventative solutions to minimize
- Support strategic projects and organizational initiatives - contribute operational input to is projects, system upgrades, and cross-departmental initiatives, ensuring alignment with service capabilities and resource availability.
Statement of Other Duties
This document describes the major duties and responsibilities for this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that employees may be asked to perform job-related duties beyond those explicitly described.
Functional Demands
Physical Requirements
Exerts up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. Frequently reaches (extending hands and arms in any direction), and handles (seizing, holding, grasping, turning, or working with hands).
