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Classification Title:
Manager, IT II
Functional Title:
Client Services Manager
Job Description:
Reports to the Director of Health & Information Technology. Health IT Client Services Manager oversees the daily tasks/operations of the Health IT Service Desk and Client Services technicians. Acts as top-tier support the technical needs of students, faculty, researchers, clinicians, administrative clients with issue resolution, technical procurement, specialized equipment, EHR support, and other IT related issues. Serve as point of contact for IT support efforts across the college/university, regularly interfacing with vendors.
Operations, Systems and Technical Management (50%)
- Act as COM Health IT Client Services Manager to oversee all technical support and service activities throughout all areas of the college to include, but not limited to: the Medical Education Building, Burnett Biomedical Sciences Building, UCF Health at Quadrangle and Gateway, BioMolecular Research Annex, Biomedical Sciences Building, Health & Public Affairs II, Lake Nona Cancer Center, HealthArch, Valencia – Osceola, and Classroom Building I.
- Supervise Client Services’ Service Desk and Technician team daily activities; perform hiring, training, and coaching Building, UCF Health at Quadrangle and Gateway, BioMolecular Research Annex, Biomedical Sciences Building, Health & Public Affairs II, Lake Nona Cancer Center, HealthArch, Valencia – Osceola, and Classroom Building I.
- Supervise Client Services’ Service Desk and Technician team daily activities; perform hiring, training, and coaching of Tier I & II support (AP,USPS,OPS,FWS). To include remote team and assignment zone management.
- Establish effective on-site presence at supported facilities and provide guidance and oversight for daily operations, incident management, request fulfillment, and resource management for special projects/recurring events.
- Effectively manage personnel resources for support coverage for all areas, based on the college’s strategic efforts.
- Deliver and appropriately sustain educational technologies issued to Medical Students, through coordination of acquisition, deployment, orientation, student feedback engagement, incident tracking, and product testing.
- Help address or resolve escalated/complex efforts associated with but not limited to the following systems; Active Directory, SCCM, SCOM, Group Policy (AGPM), AirWatch, File/Print Services, Imaging Deployment Systems, other unique service-based systems.
- Own escalation of incidents/requests, prioritizing based on criticality and risk, providing adequate communications.
- Work with Health IT Leadership and Business Services to consult, evaluate, and recommend technical solutions for end-user and departmental needs.
Strategic Planning/Leadership (25%)
- Coordinate with college and Health IT leadership to develop a sustainable, scalable, and consistent service model across all aspects of Health Information Technology.
- Set team annual and long-term goals, with appropriate annual and incremental progress reporting.
- Provide Health IT Leadership with technical documentation, Standard Operating Procedures (SOPs), analytical reports, and updates on information technology service efforts for the organization.
- Capture and report team performance metrics, including intake/output, seeking opportunities to improve efficiency.
- Maintain currency and communicate the Health IT Service Catalog for Client Services, pertaining to standardization of services, softwares, and devices offered and supported.
- Establish processes of improvement as it pertains to the technical demands of the client base, regarding asset management, resource management, implementation strategies, deployment efforts, and administrative functions.
- Ensure that team member trainings, knowledge base, and competency levels are current with industry standards.
- Understand, adhere, and advise trends in technical innovation, as it pertains to the academic, medical, and research environments. Develop a proactive plan of ongoing adaptability in relation to trending standards of security and operational requirements to meet long-term goals.
- Align technical and business practices to support the college’s strategic efforts and deliver innovation to support the colleges goals, as well as university initiatives and federal regulations.
- Uphold regulatory safety, security, and data management procedures/standards, regarding FERPA/HIPAA/PII
Outreach, Education and Training (15%)
- Represent Health IT at college/university/external technical committees/forums. Seek opportunities to increase efficiency(software licensing, economies of scale procurement, standardization, redundancy in efforts and resources.
- Coordinate strategic efforts between Health IT,CS&T, UCF IT and other university technical offices in the development and enforcement of department, college and university policies, procedures, and best practices. Build and strengthen relationships to align efforts across organizations, promoting inclusion.
- Ensure open collaborative interactions between all IT units, COM/AHSC Departments, and health partners to ensure transparency and completeness in communications, building awareness and a sense of common purpose around Health and Information Technology.
- Liaison to vendors and engineering (proprietary hardware and software for research/clinical equipment) as well as internal and external governing agencies.
- Interface and educate faculty, staff, learners, and affiliated partners as necessary to provide a consistent a baseline in technical knowledge and abilities.
- Maintain advanced working knowledge of current and future state of the college’s systems, through regular research, forum monitoring, educational programs, and conference participation.
- Other duties as assigned (10%)
- Contributes to the overall success of the College by performing all other duties and responsibilities, as assigned.
- Job duties will apply to all areas of the COM, UCF Health and Burnett Biomedical Sciences. There will be limited.
- interaction with AHSC components and teaching hospital for the time being. The level of interaction and collaboration will change to encompass the AHSC and teaching hospital as the efforts toward establishing and building out the campus.
Department:
College of Medicine – Health & Information Technology
Work Schedule:
Typically Monday – Friday; 8:00 AM-5:00 PM. Working hours may vary depending on the need to address problems.
Type of Appointment:
Regular
Expected Salary:
$75,809 to Negotiable
Minimum Qualifications:
Bachelor’s or Master’s degree and 5+ years of relevant experience.
Preferred Qualifications:
- Previous experience supporting technology, facility, and operational needs in an office or department setting.
- Organized and able to prioritize tasks in order of critical need.
- Adapt well to changing policies and procedures within the organization.
- Work well independently and requires strong supervisor and leadership skills.
Additional Application Materials Requirements:
N/A
Special Instructions to Applicants:
N/A
Equal Employment Opportunity Statement:
As an equal opportunity/affirmative action employer, UCF encourages all qualified applicants to apply, including women, veterans, individuals with disabilities, and members of traditionally underrepresented populations. UCF’s Equal Opportunity Statement can be viewed at: http://www.oie.ucf.edu/documents/PresidentsStatement.pdf. As a Florida public university, UCF makes all application materials and selection procedures available to the public upon request.
The University of Central Florida is proud to be a smoke-free campus and an E-Verify employer.
The University of Central Florida is an equal opportunity, equal access, and affirmative action employer.
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