National Association of Latino Healthcare Executives ยท 19 hours ago
Senior Manager IT Support – SSD
Los Angeles, CA
Full-time
Onsite
Senior LevelThe National Association of Latino Healthcare Executives is seeking a Senior Manager for IT Support to oversee the service delivery process for product support and manage relationships with vendors. This role involves managing teams, troubleshooting issues, and ensuring compliance with operational procedures while promoting professional growth within the team.
Health CareHospitalMedical
Responsibilities
Manages designated units by translating business plans into tactical action items; communicating goals and objectives; ensuring all policies and procedures are followed; overseeing the completion of work assignments; assuming responsibility for decision making; aligning team efforts; building accountability for and measuring progress in achieving results; incorporating resources, costs, and forecasts into unit plans; removing obstacles that impact performance; guiding performance and developing contingency plans accordingly; partnering with key stakeholders and business leaders to ensure products and/or services meet requirements and expectations while aligning with departmental strategies; and influencing units to operate in alignment with business objectives
Pursues professional growth and provides developmental opportunities for others by soliciting and acting on performance feedback; building collaborative, cross-functional relationships; hiring, training, and developing talent for growth opportunities; delegating tasks and decisions; fostering open dialogue amongst departments; strategically evaluating talent for succession planning; setting performance management guidelines and expectations across units; and working closely with employees to set goals and provide open feedback and coaching to drive performance improvement
Manages recurring and escalated problems
Manages troubleshooting efforts to identify and rectify problems
Manages efforts to analyze and prioritize incoming requests and alerts
Manages the service delivery process and outcomes for first, second, and third level support for products and applications by taking accountability for resolution of systems issues
Follows and manages the development of standard operating procedures
Reviews and approves resolution proposal to prevent issue recurrence
Defines and manages key performance indicators (e.g., performance, availability, capacity)
Promotes and ensures compliance in the use of a knowledge repository for technical support
Defines and manages procedures for incident escalation
Manages execution of disaster recovery, and business continuity processes and events
Manages after hours on call support
Manages the process for tracking and documentation by reviewing and updating documents, as appropriate
Manages analysis of incident data and trends to help prioritize efforts to improve system availability and performance
Reviews and approves departmental and enterprise changes to the production environment, according to established change control processes
Qualification
Required
Experience in managing service delivery processes and outcomes for product support
Ability to develop processes and procedures for the setup of computer systems
Experience managing relationships with third party hardware and/or software vendors
Strong leadership skills to translate business plans into tactical action items
Ability to communicate goals and objectives effectively
Experience ensuring compliance with policies and procedures
Ability to oversee the completion of work assignments and assume responsibility for decision making
Experience in aligning team efforts and building accountability
Ability to incorporate resources, costs, and forecasts into unit plans
Experience in removing obstacles that impact performance
Ability to guide performance and develop contingency plans
Experience partnering with key stakeholders and business leaders
Ability to influence units to operate in alignment with business objectives
Experience in pursuing professional growth and providing developmental opportunities for others
Ability to solicit and act on performance feedback
Experience building collaborative, cross-functional relationships
Ability to hire, train, and develop talent for growth opportunities
Experience delegating tasks and decisions
Ability to foster open dialogue amongst departments
Experience strategically evaluating talent for succession planning
Ability to set performance management guidelines and expectations across units
Experience working closely with employees to set goals and provide feedback
Ability to manage recurring and escalated problems
Experience managing troubleshooting efforts to identify and rectify problems
Ability to analyze and prioritize incoming requests and alerts
Experience managing the service delivery process for first, second, and third level support
Ability to follow and manage the development of standard operating procedures
Experience reviewing and approving resolution proposals to prevent issue recurrence
Ability to define and manage key performance indicators
Experience promoting and ensuring compliance in the use of a knowledge repository
Ability to define and manage procedures for incident escalation
Experience managing execution of disaster recovery and business continuity processes
Ability to manage after hours on call support
Experience managing the process for tracking and documentation
Ability to analyze incident data and trends to improve system availability and performance
Experience reviewing and approving changes to the production environment according to established change control processes
Company
National Association of Latino Healthcare Executives
The National Association of Latino Healthcare Executives is a hospital and healthcare organization.
Founded in 2005
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Jackie Sifuentes, MBA, LSSYB
Co-Founder La Mesa Emerging Leaders Mentorship Program for Early Careerists
Company data provided by crunchbase