IT Service Support Manager (CEI)


Job Title: IT Service Support Manager/Sr. Manager

Department: Technology Services (IT)

Reports To:  IT Director  

Supervises:  Service Desk Staff (Tech I-III)

FLSA Status:  Exempt  E6/E7

Job Type:  Full-Time, Regular

                          AKBCU NO/ICPA NO

 

General Functions:

IT service managers are responsible for managing the service delivery of information technology (IT) services and working with teams from IT service operations. You will manage a fully functioning multi-sourced service support team with a customer-centric support approach across multiple locations, focused on service availability and performance.

 

Duties and Responsibilities, including but not limited to:

  • Supervision
    1. Builds up IT service support team through a variety of training and professional development opportunities.
  • IT Service Management
    1. Manage CEI service desk operations through best practices of ITSM.
    2. Responsible for monitoring and responding to open tickets submitted through an incident management system.
    3. Troubleshoot and escalate alerts that cannot be resolved to appropriate section.
    4. Prioritize and handle service requests, problems, and incidents.
  • Procurement and Asset Management
    1. Coordinate procurement of IT equipment and client software for partners.
    2. Maintain secure configuration and asset information.
  • Relationship Management
    1. Identify important stakeholders and relationships and work with teams to build these.
    2. Understand how to work with stakeholders and contribute to improving these relationships.
  • Other
    1. Identify opportunities for process improvement and contribute to departmental initiatives.
    2. Responsible for improving and documenting the technical processes around IT service support (using Confluence).

 

 

Minimum Core Competencies

  • Values, Professionalism, Emotional Intelligence, Problem Solving/Critical Thinking, Communication Skills

 

Job Responsibilities Related to Patient Privacy:

  •  The incumbent is expected to protect the privacy of all patient information in accordance with CITC’s privacy policies, procedures and practices, as required by federal and state law, and in accordance with general principles of professionalism as a health care provider.  Failure to comply with CITC’s policies and procedures on patient privacy may result in disciplinary action up to and including termination of employment or membership or association with CITC.
  • The incumbent may access protected health information and other patient information only to the extent that is necessary to complete your job duties.  The incumbent may only share such information with those who have a need to know specific patient information you have in your possession to complete their job responsibilities related to treatment, payment or other CITC operations.
  • The incumbent is encouraged and expected to report, without the threat of retaliation, any concerns regarding CITC’s policies and procedures on patient privacy and any observed practices in violation of the policy to the designated Privacy Officer.
  • The incumbent is expected to actively participate in CITC privacy training and is required to communicate privacy policy information to coworkers, students, patients and others in accordance with CITC policy.

Job Specifications:

  • Excellent verbal and written communication skills.
  • Information systems analytical skills.
  • Strong organizational skills.
  • Demonstrated ability to coordinate multiple activities and prioritize workload.
  • Working knowledge in the following areas:
    1. IT support in both in-person and remote support scenarios
    2. Business and systems analysis
    3. Customer service
    4. Core enterprise technology concepts
  • Demonstrated ability to work with a team or independently in day-to-day operations.
  • Demonstrated commitment to continuous learning.

 

 Minimum Qualifications:

  • 4-year degree with a focus on training or computer applications. Relevant experience may substitute education requirement on a year-for-year basis.
  • 3+ years of experience in a technology or business support role.
  • At least 1-year supervision experience.
  • Knowledge of computer systems and applications.
  • Ability to explain and train on complex applications to non-technical users.

Preferred Qualifications:

  • 4-year degree with a focus on training or computer applications. Relevant experience may substitute education requirement on a year-for-year basis.
  • 5+ years of experience in a technology or business support role.
  • 2+ years supervision experience.
  • Experience as a direct supervisor of at least 2-3 staff.
  • Experience with process or business analysis.
  • Experience with training using a variety of methods including face to face, remote, and online courses.
  • ITIL certification.

 Additional information: 

Hiring preference shall be given to eligible and qualified Alaska Native/American Indian applicants pursuant to P.L. 93-638 Indian Self Determination Act. 

 

Anchorage, AK

25 day(s) ago

Tribal Affiliation(s)
Any Affiliation