MANAGER, DESKTOP SUPPORT SERVICES

Position Summary: As a member of the I.S. Technical Services leadership team, the Manager of Desktop Support Services will lead and manage the delivery of high-quality, desktop support services to all of Pomona Valley Medical Center (PVHMC) main campus, remote locations and to all associates / contractors / vendors / partners. Key responsibilities include: the daily leadership and management of IT systems, resources and associates to ensure efficient, effective and timely service delivery, technical support, customer service and project implementation; establishing key indicators to measure individual, team and project performance and outcomes; identifying opportunities for performance improvement, defining standard operating procedures and best practices and applying them to the daily work. Additional responsibilities include: developing short and long-term strategies to improve service offerings and user experience; planning, scheduling and management for projects, managing hardware and software assets, development of technology refresh plans, comprehensive testing and validation of IT assets, applications and services for integration and rollout; responsible for team hiring, performance management, staff development, vendor / contractor management and work / project assignments. May perform other duties as assigned.

Job Qualifications: [Required] High school or equivalent. Five + years of experience in a multi-location, mid-sized environment, working within an IT Service Delivery function. Proficient in Microsoft Office Applications, project management software, reporting dashboards and related process / diagraming tools.

[Preferred] Bachelors degree and/or equivalent experience, preferably in Information Technology or related technical field. Technical certifications in information technology or closely related hardware, softwareor project management fields. Three + years of experience in managing and supervising staff (team of 8+) including hiring, work and performance management, development, mentoring and counseling. Deep knowledge and experience with common desktop, peripheral, mobile, virtualization, imaging, configuration, packaging, delivery and network technologies necessary to build and deliver device and desktop computing services; including Windows, Mac OS, Android, iOS, Active Directory, GPO, MTD, SCCM, Citrix, policy and configuration management, DHCP, TCP/IP, VPN, and cloud computing services. Proficient in topics of Information Security relating to HIPAA, HITECH or related, standard IT security best practices. Healthcare or Hospital IT experience preferred.