Provides guidance and oversight for ITS service management, including coaching and direction for all Support Engineers, and Service Analysts. Prepares summary reports of performance metrics showing service status and trends. Ensures that effective and prompt communication is provided to end users and management regarding current system operational status, pending changes, and end user updates during planned and unplanned system outages. Measures service performance against service levels, and assists ITS management in vendor and financial management when needed. Coaches the team to provide quality customer service and to clearly communicate technical information and solutions in a user-friendly, professional manner. Ensures the team is equipped and staffed to provide technical support of software, hardware, network problem resolution to end-users by performing problem diagnosis and guiding users through step-by-step solutions. Ensures that incident and problem management occurs with effective escalation and follow up as needed, and that all ITS resources and vendor support are engaged effectively. Coordinates the movement of computers and related equipment, working with management to determine least intrusive and optimum change times. Develops project plans and work assignments for team members and ensures that end user device maintenance, upgrades, and implementation are effectively executed, including communication to affected areas. Coaches and guides team to appropriately receive and document user requests and problems, and process each in a timely manner. Helps set objectives and services levels, and measures team performance against those SLAs. Guides the development of programs and processes to effectively orient users to optimum use of devices and end user tools and applications. The ITS Service Management Lead actively engages in Change Control, and anticipates potential areas of user concern. Ensures effective communication and awareness of pending changes and timely follow up with end users to ensure quality performance and service. Guides the team to ensure proper configuration of devices, security of devices, and maintenance of device inventory. Takes a leadership role in incident management, assisting in communication to end user management and end users, as well as diagnosis and root cause analysis. Develops and executes plans for software updates to ensure compatibility and compliance with standards. Develops and provides information and instruction on end user interaction with technology. Completes other assignments based on ability or need and participates in department's improvement activities.
DUTIES AND RESPONSIBILITIES:
Works to ensure all requests are documented and processed. Provides oversight and guidance in operation and use of ITS Service Management System for tracking and reporting on requests and reported incidents.
Provides coordination and leadership to Support Engineers and Service Analysts.
Day to day tactical operational decision making for support operations.
Coordinate's customer escalations and or team support escalations.
Executive support, with the support and guidance of the IT Manager, Director, and CIO.
Team performance metrics management and reporting.
Coverage of the Solutions Center phones as needed to maintain normal business hours.
Assistance with IT Major Incident Management, outside business hours as needed.
Coach and lead the on-boarding and professional development of technicians to support growth
Overseas Tier I & II Information Technology support functions for the organization
Regularly review support tickets to identify positive and negative trends in support and implement corrective actions if needed
Travel to all network locations throughout Montana as needed with approval from the Director of Information Technology
Assess the support needs around the network through ticket feedback, surveys, and in-person communication. Develop and recommend cost-effective improvements
Maintains excellent working relationship within the department and with other departments. Represents IT to end users and BHS management in a professional and positive manner.
Develops guidelines and standards for user interaction, according to function (eg. Surgery versus Business Office). Sets the example for compassionate and competent service to customers.
Ensures adequate coverage and recommends coverage adjustments to most effectively support the volume of anticipated calls and submitted tickets. .
Recommends computers for replacement and assists in the annual budgeting for replacement of assets.
Adheres to dress code.
Completes annual educational requirements.
Maintains regulatory requirements.
Wears identification while on duty.
Maintains confidentiality at all times.
Attends department staff meetings as required within the department.
Reports to work on time and as scheduled; completes work in designated time.
Represents the organization in a positive and professional manner.
Actively participates in performance improvement and continuous quality improvement (CQI) activities.
Coordinates efforts in meeting regulatory compliance, federal, state and local regulations and standards
Communicates and complies with the Benefis Health System Mission, Vision and Values as well as the focus statement of the department.
Complies with Benefis Health System Organization Policies and Procedures.
Bachelor's Degree in Computer Science / Information Technology or equivalent work experience required.
Evidence of strong written and verbal communications skills is required.
Demonstrated experience in good customer relations and customer service required.
Three years' experience in a health care environment preferred.
Two years of experience as a lead or coordinator preferred.
Able to communicate in English, both verbally and in writing.
As a not-for-profit community health system, Benefis is driven to provide the highest level of care. We serve nearly 230,000 residents across a 15-county region that is bigger than Connecticut, Massachusetts, New Hampshire and Vermont combined. Benefis is the largest non-governmental employer in the Great Falls area, with more than 3,000 employees. Benefis has 530 licensed beds (that includes 146 beds in long-term care, 71 in assisted living and 20 beds at Peace Hospice of Montana) and partners with over 250 area physicians.
Our hospital has been recognized for its exceptional work in quality care by providing a wide range of programs and services to help you live the best life possible. We’re here to help you “Live well.”
Benefis Health System came about when two Christian-based hospitals became one. Our founders believed in providing good care to all in need, and trusted that this would be accomplished. The Benefis name was derived using Latin root words: "Bene-" meaning good, and "fis-" for faith and trust. It’s these same root words that make up such terms as ‘be...neficial’ and ‘confidence'. Benefis has been a trusted provider of care for more than 125 years. And our name speaks to our commitment: good care one can put faith in.
Benefis is consistently ranked among America’s top hospitals by the nation’s leading healthcare ratings organizations for a range of services, including cancer care, joint replacement, stroke treatment, wound care and home health.
To learn more about our services, continue looking through our website at WWW.BENEFIS.ORG or call 406.455.5000.