TECHNICAL SUPPORT MANAGER - INFORMATION SECURITY AND TECHNOLOGY

FTE: 1.000000Shift: Days

Location: Hoover

Summary:

The Technical Support Manager manages technical service related operations for Riverside Healthcare. This position oversees the technical support specialists to ensure that all jobs are completed on time, within budget and to employees, providers, and external parties' specifications. The Technical Support Manager will ensure inventory levels are monitored and replenished as needed working with the IT Project Coordinator. This position is responsible for designing and implementing improved processes or operational policies. Additionally this role recommends changes to products or services to fulfill direct reports, employees or providers' needs. This role will work closely with Riverside leadership, Information Technology Management, and Clinical Engineering management. The Technical Support Manager will report to the Director of Information Security and Technology.
Experience/Education Requirements:

• Bachelor's or Master's degree from an accredited college or university
• Minimum of three years of experience in a supervisory or management role
• Minimum of five years of experience in a technical support related

License/Certification:

• Microsoft or HPE certification preferred
  

Responsibilities:

• Research new and emerging information system related technology
• Makes recommendations for improving current information system environment
• Work with the Project IT Coordinator to assist in the facilitation of large projects
• Maintain inventory levels in stock and within budget
• Manage ticket requests and completion dates
• Manage help desk queues and manages to a less than 10% abandonment rate
• Manage resources needed to complete projects on time and within budget
• Manage the ticketing system and call system for the entire Technology and Clinical Engineering teams
• Assists with install and configuring computer hardware operating systems and applications
• Complete performance reviews of direct reports
• Point of contact for escalations during incidents, including coordination and communication, until resolved
• Document system workflows and processes
• Provide reports and updates to Technical Support delivery to cross-functional stakeholders and the Director
• Willing to acquire new technical skills as needed
• Recruit, coach, and mentor technical support specialist, and identify opportunities to train and up-skill
• Meet with leadership and facilities to make sure projects are completed on time and to specification
• Available for on-call as scheduled
• Other duties as assigned
  

Riverside Healthcare is revolutionizing care using leading-edge technology to diagnose and treat patients. We are ranked top in the nation for performance in neurosurgery, orthopedics, and heart surgery and have also been named one of the nation's 100 Top Hospitals by Truven Health Analytics seven times. Riverside is nationally recognized for our specialty programs in obstetrics, trauma, oncology, rehabilitation, geriatrics, occupational health, psychiatric services, and treatment of alcohol and chemical dependency, as well as patient safety. We combine innovation and convenience at state-of-the-art facilities located in communities throughout the greater Kankakee area. Riverside Medical Center proves that truly progressive medicine is being delivered in Chicago's southwest suburbs and East Central Illinois. Join a team that is not only concerned with providing the best care possible but also with offering a work environment of advancement and growth. Riverside is a place that embraces a culture where opinions count and dedications is respected, where superior performance is rewarded with competitive salaries and excellent benefits.
Other information:

Exposure/Sensory Requirements

Exposure to:
Chemicals: None
Video Display Terminals: Average
Blood and Body Fluids: None
TB or Airborne Pathogens: None.

Sensory requirements (speech, vision, smell, hearing, touch):
Speech: Training/presentations, telephone communication, facilitating meetings.
Vision: Read computer screens and printouts, memos, documentation, and literature.
Smell: Sensitivity and recognition of odors derived from various cleaning processes, odors generated from malfunctioning equipment.
Hearing: Telephone communications, meetings, and equipment operating characteristics.
Touch: Writing and computer entry, filing.
Activity/Lifting Requirements

Average Hours per Week: 40

Shift: Days

Percentage of time during the normal workday the employee is required to:
Sit: 30%
Twist: 5%
Stand: 30%
Crawl: 0%
Walk: 20%
Kneel: 5%
Lift: 5%
Drive: 5%
Squat: 5%
Climb: 0%
Bend: 5%
Reach above shoulders: 0%

The weight required to be lifted each normal workday according to the continuum described below:
Up to 10 lbs: Occasionally
Up to 20 lbs: Occasionally
Up to 35 lbs: Occasionally
Up to 50 lbs: Not Required
Up to 75 lbs: Not Required
Up to 100 lbs: Not Required
Over 100 lbs: Not Required

Describe and explain the lifting and carrying requirements. (Example: the distance material is carried; how high material is lifted, etc.):
Carry equipment up to 10'.

Maximum consecutive time (minutes) during the normal workday for each activity:
Sit: 60
Twist: 0
Stand: 60
Crawl: 0
Walk: 20
Kneel: 0
Lift: 5
Drive: 5
Squat: 10
Climb: 0
Bend: 10
Reach above shoulders: 0

Repetitive use of hands (Frequency indicated):
Simple grasp up to 10 lbs. Occasionally
Pushing & pulling Normal weight: occasionally
Fine Manipulation: Computer keyboard, mouse manipulation.

Repetitive use of foot or feet in operating machine control: None
Environmental Factors & Special Hazards
Environmental Factors (Time Spent) :
Inside hours: 8
Outside hours : 0
Temperature: Normal Range
Lighting: Average
Noise levels: Average
Humidity: Normal Range
Atmosphere:

Special Hazards :
Protective Clothing Required: None

To apply please email your resume to tweston@RHC.net