IT Services Manager

IT Services ManagerCompany Overview

Pixel Health is bridging the gap between healthcare and technology. Every day we work closely with clinicians, their IT teams, and each other to improve the confidence of medical staff in the IT they use every day, enhance communications between IT departments and medical staff, determine gaps in IT systems and processes, manage IT workflow, and provide entire IT managed services including help desk, field services, cabling and engineering. We are determined to keep healthcare workers doing what they do best: patient care.

Employee Value Prop

This kind of work requires an employee who can tackle problems with creativity, holds themselves with integrity, and has a willingness to collaborate and learn. We value internal staff development to encourage our employees to grow as individuals within their roles and become valuable members of their teams. Our incredibly skilled and diverse team is here to support you as you grow in this role. We want to give you the tools to master new (or existing) skills and build meaningful relationships.

As a team member at Pixel Health, you can expect to have a direct impact on the way healthcare is delivered, it is no small feat, but it is important work that we believe in. Our experienced team relies on the support and innovative ideas you will bring with you to this role. IT doesn’t live in a bubble.

TitleIT Services ManagerLocation

Eastern Massachusetts / Greater Boston Area

Role Description

As the on-site Manager for IT Services, our ideal candidate is to be a personable, respectful, happy, and customer-focused individual. They understand that our clients just want to be able to do their job. Technology should work for them, not the other way around. Passion for people, comfort in a varied work environment, patience, and sense of calm among competing priorities are key attributes of your personality. You will be responsible for the successful operations of all IT Services operations including service desk and field services and as such need to make sure that everyone is clear on their daily assignments, that all operational work is completed as planned, and that the team is properly staffed to handle whatever comes its way. You have to be a mentor, a knowledge base, and a hands-on expert when required in support of your team. You will proactively evaluate and implement team processes and procedures that maximize team productivity through training, coaching, planning, and oversight of day-to-day operations.

You will work with other team members, including account managers, project managers, and technical staff, along with our clients and partners on various tasks, projects, and initiatives and take responsibility for ensuring that all expectations are met.

Qualifications and Required Skills

We understand that each person is uniquely qualified for something out there, but we want to make sure that you’re uniquely qualified for this position.

• High School Diploma or equivalent required; Associate’s degree or equivalent preferred.
• 5+ years of Supervisory / Management experience in a relevant field.
• Past IT Helpdesk, Service Desk, Field Services, or Engineering experience.
• Experience with Ticketing Systems (ServiceNow, Jira, AutoTask, Remedy, etc.).
• High proficiency with Microsoft Office suite (Outlook, Word, Excel, etc.).
• Ability to present and communicate effectively at all levels of organization (Client and Internal).
• Critical thinking and decision-making abilities.
• Skilled at prioritizing workload and delegating tasks.
• Experience with Collaboration Software (Microsoft Teams, Zoom, WebEx, etc.)
• Excellent interpersonal, verbal, and organizational skills.
• Ability to adapt to changes in technology using analytical skills.
• Advanced hardware and application knowledge.
• Customer Service-focused.
• Valid Driver’s license.
• Must be able to lift / move 50lbs.
• Must be Vaccinated for COVID-19 and Influenza.

Desired Skills

• Healthcare IT Experience.
• Manage Service Provider (MSP) Experience.
• CompTIA, Help Desk Institute, ITIL Certification.
• Familiarity with budgeting and planning.
• Project management / coordination experience.
• Time management experience (ADP, Kronos, etc.).
• Hands-on experience with modern contact center solutions (Talkdesk, Genesys, Cisco, Broadsoft, etc.).
• Works independently demonstrates initiative when presented with complex problems.
• Ability to lead in a team-based, fast paced/multitasking environment.
• Skilled at Negotiation and Conflict resolution.
• Familiarity / Experience with the following department tasks:
• Microsoft Endpoint Management Tools (Software Center, MCCM, MECM, etc.).
• EHR Application Support (Cerner, Epic, etc.).
• Clinical application support.
• Remote Support Tools (TeamViewer, Bomgar, Quick Assist).
• Mobile Device Management and Support.
• VDI Support (VM Ware Horizon, Azure Virtual Desktop, Citrix DaaS, etc.).
• VPN Application Support (Fortinet, Pulse Secure, Palo Alto, etc.).
• Deployment of Hardware and Software.
• Knowledge of Printer Repair and Maintenance.
• Network troubleshooting (Net MRI, Infoblox, Wireshark, etc.).
• Audio Visual Troubleshooting and Support.
• Analog, Fax and IP Phone Support.
• IoT Device Support.

Responsibilities

• Lead by example with regards to attendance and work ethic.
• Audits completed work and reviews performance with team members.
• Issue corrective action as needed.
• Timesheet review and approvals.
• Review and respond to customer satisfaction surveys.
• Perform service recovery with end-users as needed.
• Analyzes daily, weekly, and monthly performance metrics and guides decisions with data.
• Ticket queue monitoring and backlog management.
• Produces weekly reporting up to Senior Leadership on client support / project work.
• Participates in situation management process and client outage mitigation.
• Collaborates with supervisor to lead team and schedule day-to-day activities.
• Participates in regular meetings with staff and leadership.
• Interacts closely with other hospital departments to better serve the end user community.
• Sets expectations and delegates appropriate tasks to team members.
• Leads team in administration and processing of all problems.
• Ensures that all issues are responded to and resolved appropriately in a timely manner.
• Responds knowledgeably & in a manner understandable to the customer with regards to questions or technical issues.
• Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service.
• Recommends and implements procedural changes and improvements to the ever-changing technological environment making it more efficient and responsive to end-user needs.
• Demonstrates and maintains a broad in-depth knowledge of supported software and related system requirements.
• Management and administration of internal tools and platforms.
• Process Documentation and Knowledgebase article authoring.
• Project scoping and oversight.
• Solutions design and process improvement.
• Consistently look for initiative-taking opportunities.
• Additional tasks and duties as assigned by leadership.

Benefits

• 401k Retirement Savings
• PTO (Paid Personal Time Off)
• Medical, Dental, and Vision
• Employee Life insurance
• Long- and Short-Term Disability
• Voluntary Life Insurance
• Voluntary Accident Insurance

Compensation

$150,000.00 per year