IT Service Desk Team Leader is a highly technical position that monitors, controls and executes on key patient centric information systems while monitoring and executing overall support for all HIPAA related data goverence systems and processes. Team Leader is a first level of leadership who coordinates and leads daily team activities to ensure execution of business objectives in support of CMS service lines. Team Leader spends a portion of time performing the work of those they supervise.
The following describes the basic position duties that an employee MUST be able to perform for this role. This information is intended to be descriptive of the key responsibilities of the position. The list of essential functions below DOES NOT identify all duties performed by any single person in the position.
Supervisor of a team; spends at least 50% of the time providing people leadership to a team
Typical span of control: Administrative 12-15, Clinical 12-15, Support Services 15-17; e.g. Admin: Fin, IT, Legal, HR, Public Affairs; Support Services: EVS, Security, Engineering, Food Services;
Plans and executes day to day operational needs
Provides guidance, coaching, and feedback
Provides input to employment decisions, and participates in performance reviews
Works within established precedents and practices; receives guidance and oversight from a higher-level manager
Monitors key day to day operational metrics
Provides technical guidance to others on a frequent basis and "rounds" with employees in the team
Demonstrates an understanding of Children's resource availability
JOB SPECIFIC RESPONSIBILITIES:
Assembles project teams, assigns individual responsibilities, develops project schedules and is responsible for determining and acquiring resources needed.
Document functional requirements.
Project plan development - including all key project components including design of hardware, build, testing, training, and communication.
Effectively monitor and report appropriate information to senior management in a timely manner.
Maintain effective, consistent and timely on-going communication with direct staff reports, including cross team peers.
Manage staff to documented objectives/assignments in project and operational activities.
Write reports, business correspondence and procedure manuals.
Effectively present information (verbal and written) to leadership, customers and peers.
Negotiate effectively using win-win strategy when resolving controversy. Maintain constructive, objective and reasonable approach to conflict with acceptable negotiated and agreed upon outcomes.
Take action in solving problems while demonstrating good judgment and realistic understanding of issues. Display reason during emotional topics, maintain factual approach.
Demonstrated technical knowledge when communicating with employees and staff. Display knowledge of relationship between technology and product design. Ability to provide answers to technology-based questions.
Demonstrate fiscal knowledge and accountability to developing and exercising budgets.
Develop and track employee time and schedules using existing technology.
Participate in team selection processes.
Actively participate in the development and execution of performance review(s) development including core performance standards and appropriate goals.
Please indicate the type of experience required/preferred for the position Required or Preferred:
1-3 years management/leadership – Required
3-5 years call center/teleservices based experience – Required
IT Troubleshooting experience – Required
Epic Support experience – Preferred
Service Now experience – Preferred
LICENSES and CERTIFICATIONS:
IT Technical Certifications (Microsoft / Cisco / Avaya / Vmware / HP / EMC / Security) - Preferred
IT Project Management (PMP / PgMP) - Preferred
ITIL Certification - Preferred
Minimum Formal Education:
Click on the cell below to see a drop down menu of options for education. Required or Preferred:
Two-year Associate's degree or equivalent experience Preferred
Specific Knowledge, Skills and Abilities:
Please list the specific skills and abilities that an incumbent must possess to perform the position properly.
Use appropriate interpersonal styles to establish effective relationships with customers and internal partners; interact with others in a way that promotes openness and trust and gives them confidence in one's intentions.
Develop and use collaborative relationships to facilitate the accomplishment of work goals.
Provide feedback, instruction, and development guidance to help others excel in their current or future job responsibilities; plan and support the development of individual skills and abilities.
Set high standards of performance for self and others; assume responsibility and accountability for successfully completing assignments or tasks; self impose standards of excellence rather than having standards imposed.
Assimilate and apply new job-related information in a timely manner.