IT Support Manager Full-time Job

FULL-TIME EMPLOYEE BENEFITS INCLUDE:

• $0 employee premium for medical, dental and vision coverage available
• Company-provided HSA contributions, if applicable plan selected
• 168 hours of Paid Time Off (PTO) per year, with no annual rollover limit
• 8 paid Holidays
• Company-paid Life/AD&D Insurance at 1x your annual salary and Long-Term Disability
• Employee-paid options including Short-Term Disability and additional Life/AD&D Insurance
• Voluntary supplemental products available including: Accident, Hospitalization, Critical Illness, Legal Shield/ID Shield and Pet Insurance
• Employer-Sponsored Principal Retirement Plan; up to 3% match after 1 year
• Tuition Reimbursement Program
• Employee Assistance Program with offsite, confidential professional counseling
• Free flu shots annually
• Employee Excellence Awards
• And many more!

JOB SUMMARY:

Under the direction of the Director of IT, is responsible for the daily operation of IT systems supporting essential operations of Hospice of Marion County. Schedules and manages IT resources to ensure project deliverables and timelines remain appropriate for current company challenges and needs. Provides technical oversight of Hospice of Marion County Management Information Systems to ensure continuity of data, security, and regulatory compliance. Over sees and manages the preparation and dissemination of technical documentation to appropriate departments

ESSENTIAL JOB RESPONSIBILITIES:

Include the following. Other duties may be assigned.

• Carries out supervisory responsibilities for the Help Desk team in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Ensures that IT resources are supported appropriately throughout the company by maintaining close lines of communication with department managers and supervisors.
• Coordinates the efforts of the IT staff by implementing project management techniques and assisting members in planning, documentation, and implementation.
• Works with MIS vendors to obtain and integrate information system solutions to meet organizational business needs.
• In coordination with Business Continuity Team and Director of IT, provides leadership in the area of disaster planning and recovery strategies consistent with principles of high reliability.
• Implements downtime readiness procedures in coordination with Clinical and IT Leadership to ensure continuity of safe and effective patient care.
• Oversees the testing and troubleshooting of new versions of programs before they are implemented and coordinating deployment of the software updates/installation.
• Ensures successful implementation of software in the clinical/non-clinical environment by coordinating training and communication needs with department managers and supervisors.
• Uses highly effective communication, both verbally and in writing to ensure full understanding and comprehension; serves as a resource person within the agency regarding technology and training issues.
• Designs and maintains educational and supportive materials via a variety of media such as the Intranet, to improve operational efficiency, deliver and assess training effectiveness, ensure compliance with regulations and provide ongoing support for new and existing staff.
• Maintains current training documentation by authoring and organizing training systems, procedural manuals and supporting documentation for training programs and systems in accordance with agency requirements.
• Collaborates with other departments to successfully integrate clinical and non-clinical procedural changes/ processes with software solutions.

• Assists with the development of website as it pertains to IT. Relates information such as education, policies & procedures and technical documentation.

• Serves as an organizational resource for project management software.
• Champions project management best practices throughout all levels of the organization.
• Assists with other departmental projects as needed and assigned by the Director of IT.

LEADERSHIP SUCCESS FACTORS:

• Communication: Expresses thoughts and ideas clearly. Adapts communication style to fit audience.
• Initiative: Originates action to achieve goals.
• Management Identification: Identifies with and accepts the challenges and responsibilities of management.
• Judgment: Makes realistic decisions, anticipates problems, and develops alternate solutions.
• Planning, Organizing and Controlling: Establishes course of action for self and others to accomplish goals; plans proper assignments of personnel and appropriate allocation or resources. Monitors results.
• Leadership: Uses appropriate interpersonal styles and methods in guiding others toward task accomplishment.
• Work Standards: Sets high goals and standards of performance for self and others. Compels others to perform to their highest abilities.
• Tolerance for Stress: Maintains stability of performance under pressure and/or opposition.
• Innovativeness: Generates and/or recognizes creative solutions in work related situations.
• Delegation: Allocates responsibilities effectively and appropriately.
• Performance Evaluation: Consistently and accurately evaluates performance of each team member formally at end of 90 Day Introductory Period and annually, ensuring that evaluations are completed and submitted on time 100% of the time. Provides ongoing feedback and ensure each team member has the tools and resources to exceed performance expectations.
• Staff Development: Continually develops skills and competencies of team members.
• Organizational Sensitivity: Perceives the impact and implications of decisions on the organization.
• Ethics: Models the highest standards of conduct and ethical behavior; adopt a strong position against fraud, abuse, or harassment toward patients, families, employees and volunteers.
• Regulatory Compliance: Educates and monitors team members about their own and the organization’s responsibilities.

STRATEGIC RESPONSIBILITIES FOR ALL EMPLOYEES:

• Participates proactively in improving performance at the individual, departmental and organizational levels.
• Actively sets goals related to the Strategic Challenges and is accountable for meeting goals at annual evaluation.
• Reports to work and meetings at expected times, prepared to work, and adheres to scheduled hours.
• Utilizes work time effectively and completes quality work in prescribed time using appropriate time management skills and resources.
• Provides superior customer service to all internal and external customers.
• Cooperates and functions as a team member within the organization.
• Exhibits flexibility and demonstrates dependability within the organization.
• Demonstrates courtesy and respect when dealing with fellow staff members, volunteers, and customers.
• Demonstrates willingness to accept responsibility and accountability in assigned duties.
• Demonstrates ability to perform job under stressful situations.
• Exhibits exceptional communications skills.
• Complies with policies, procedures and standard practices.
• Represents Hospice of Marion County, Inc. professionally at all times through positive customer interactions, exceptional written and verbal communications and appropriate business attire/ personal appearance.
• Complies with all Federal, State, and local government regulations, maintaining a strong position against fraud and abuse.
• Adheres to all safety and security policies.
• Maintains the confidentiality of patients, families, colleagues, customers, and other sensitive situations and adheres to all HIPAA policies.
• Uses resources in a fiscally responsible manner.
• Promotes Hospice of Marion County, Inc. through participation in community and professional organizations.
• Shares expertise with co-workers both formally and informally.
• Understands, adheres to and promotes the Mission, Vision, and Values.
• Participates in orienting new employees, volunteers and students.
• Meets or exceeds Quality Improvement Standards and Standards of Excellence in all areas of practice.
• Remains in the service area during emergencies, and as appropriate and/or as scheduled, to work up to, during, and after the emergency to assist in providing quality care to all patients/clients. If you reside in a mandatory evacuation area and so must evacuate, or if there are any special family needs that need to be accommodated, management must be notified. Management will be sensitive to those needs but must be kept apprised of your location and a source of contact during an emergency so that, if required, they are able to reach you. (See Policy A/HR-510)

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s Degree in Computer Science or associated field preferred or equivalent work experience.
• Proven working experience as an IT Manager or relevant experience.
• Knowledge of common technologies associated with enterprise-level IT departments.
• Knowledge of technical management, information analysis, and computer hardware/software systems.
• Experience in data center management and data governance.
• Excellent documentation skills.
• Hands-on experience with computer networks, network administration, and network installation.
• Experience with Microsoft server and client operating systems, Active Directory, and Group Policy management.
• Knowledge of project management principles, systems, and software.
• Ability to manage personnel.
• Is available for and participates in on-call rotation on a routine basis.
• Must have a Valid Florida drivers License, maintain current auto insurance coverage and have access to a reliable automobile.
• Ability to work unsupervised in the field, exercising discretion and independent judgment.
• Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures and governmental regulations, as well as documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers, patients/families or employees.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Strong computer application skills.

PHYSICAL DEMANDS/WORK ENVIRONMENT:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical ability to access any home, hospital, Nursing Home, Doctor’s Office, or Assisted Living Facility.
• Ability to communicate with customers and provide feedback.
• Frequent mobility in and out of offices and buildings.
• Frequent use of hands and arms to reach, lift, carry and move objects.
• The employee must frequently lift 25pounds and/or move up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, and color vision.
• Seldom works in outside weather conditions.
• Noise level in work environment is usually moderate.