Job Description

Location: Steward Health Care
Posted Date: 5/4/2021

The Manager Client Infrastructure Design (CID) is responsible for providing day-to-day management of the CID Team on efforts including, but not limited to, implementing new hardware configurations as well as designing/maintaining & supporting desktop and laptop software images. The CID Manager will also lead the CID Team in configuring and maintaining Group Policy and OU Structures, the configuration & maintenance of the SCCM and 1E Windows Servicing Suite environments, development & deployment of software packages and testing and deploying Microsoft Updates to more than 35,000 desktops and laptops in the SHC Enterprise environment (including monthly & Out of Band patches). The Manager CID will also participate in all CID design, development, deployment, maintenance and support activities.

The Manager CID will be responsible for providing end users with highest level customer support. The Manager CID will be required to work independently with minimum direction from leadership. The Manager CID will be responsible for reporting to leadership information that is necessary to ensure that the technical goals and objectives of the IS Department are met. Responsibilities also include identifying and developing best practice opportunities and developing standardization across the enterprise for efficiency and cost savings. This individual will also assist in mentoring and training junior staff.

KEY RESPONSIBILITIES:

  • Manage the CID team, leading design, deployment, maintenance and support of the Steward Healthcare enterprise Desktop environment.
  • Ensure appropriate monitoring tools are in place and properly utilized to ensure the integrity and stability of the Enterprise Desktop environment.
  • Supervise all aspects of direct report CID staffing, including weekend/holiday coverage, daily work schedule and On-Call coverage.
  • Provide as an escalation path for CID staff to help resolve technical and personnel issues
  • Plan, direct and coordinate activities of the Citrix staff to ensure that goals and objectives of the IS department are met and within the prescribed time frame and budget.
  • Works with other Steward I.S. support teams as appropriate for support & troubleshooting of issues pertaining to the Steward enterprise desktop environment.
  • Continually work to standardize and document existing procedures
  • Provide training and documentation to the Help Desk on resolution skills to provide first call resolution where possible
  • Monitoring support tickets for timely resolution and closure, ensuring acceptance and escalation of all support calls in accordance to I.S. procedures
  • Assess and interpret customer needs and requirements
  • Develop and monitor metrics to ensure support SLA’s are met
  • Promotes and encourages staff to provide great customer service to our customers, both internal and external
  • Provide escalation path for users with issues and research outstanding issues
  • Participate In the development and implementation of policies and procedures to improve process and workflow for the technicians
  • Proactively work to improve customer experience and departmental performance
  • Promote network and system standards and ensure adherence to existing and new standards and best practices.
  • Provides career counseling, on-time performance reviews and technical direction for support staff.
  • Ensures that all CID staff are being appropriately informed, supported, trained, guided and evaluated.
  • Gather and prepare documentation, procedural and otherwise, relating to CID responsibilities
  • Continue to improve operations via new ideas and methods
  • Participation in the development, planning and execution of large CID and other IS projects
  • Submit timely status reports to senior leadership and other project stakeholders as required.
  • After hours and weekend work to perform tasks that cannot be done during business hours is required.
  • Create new images for new hardware. Maintain and update the existing desktop images
  • Configure and maintain SCCM & 1E Windows Servicing Suite environments
  • Configure & Maintain Steward Enterprise MDM environment
  • Research and evaluate existing software imaging technologies and new imaging software for the enterprise wide implementation.
  • Test and evaluate software updates and customizations
  • Design and implement new or enhanced Windows Desktop provisioning & management
  • Develop standard installation procedures and packages to automate delivery of software
  • Research and evaluate new hardware such as personal computers, laptops, hand-held computers, etc. in order to help create standards for the organization.
  • Analyze and test software and hardware for interoperability and compatibility with the complex network and other components of the IT infrastructure necessary to maintain and run the mission critical hospital systems.
  • Develop and provide documentation and training for imaging and installation.
  • Provide Microsoft Patch Management for desktop and servers
  • Active Directory support and design
  • Provide 3rd level support for Desktop techs, and other IT Specialists.
  • Design and implementation of Windows virtualization technologies, including application and desktop virtualization
  • Technology/process evaluation, recommendation, and implementation
  • GPO & Custom Windows script creation
  • Execute project deliverables
  • Provide training and mentoring to junior staff
  • Travel to other sites required
  • All other duties as assigned
  • Participate in 24/7 on call rotation – available via page/text
  • Work with minimal guidance, seek guidance on only the most complex tasks
  • Mentor and provide guidance to junior members of the technical support team.
  • Conform to all departmental and enterprise standards, policies, and procedures
  • Maintain a flexible schedule in accordance with the needs of the department.
  • Develop an understanding and awareness of the enterprise, including its objectives, design, strategies, departmental initiatives, staffing and the roles of key players in the organization.
  • Contribute to short and long-term organizational planning and strategy as a member of the management team.
  • Ensure proper shift coverage for all sites
  • Occasionally lift and carry supplies and equipment weighing up to 30 pounds
  • Travel to other sites required (both local and national)
  • Perform other duties as assigned
  • Demonstrates respect and regard for the dignity of all patients, families, visitors, and fellow employees to ensure a professional, responsible, and courteous environment.
  • Commits to recognize and respect cultural diversity for all customers (internal and external).
  • Communicates effectively with internal and external customers with respect of differences in cultures, values, beliefs and ages, utilizing interpreters when needed.

REQUIRED KNOWLEDGE & SKILLS:

  • PowerShell, Active Directory Group Policy are required
  • Proven management skills
  • Ability to effectively collaborate with IT teams, application analysts, vendors, clinical and business staff to help resolve problems and issues that may arise
  • Ability to adapt in a dynamic environment
  • Strong analytical and problem-solving skills
  • Excellent project management skills
  • Ability to multitask and prioritize work requirements
  • Ability to work independently and take initiative over diverse project areas
  • Excellent interpersonal and communication skills, including the ability to establish and maintain effective working relationships with others
  • Excellent listener to customer requests, exceptional understanding of customers business need and generally able to do what the customer “needs” rather than just what the customer “asks”.
  • Exercises considerable discretion and independent judgment
  • Ability to work under pressure
  • Ability to lead and motivate others under pressure
  • Ability to prioritize and escalate problems
  • Capability to maintains a sense of urgency about his/her work
  • Able to lead projects of small to mid size of complexity with only general over-site management.
  • Analyzes problems effectively and efficiently (95% accuracy) to plan and develop solutions to individual projects of major complexity.
  • Capacity to advise and provide direction to junior staff.
  • Excellent organizational skills.
  • Ability to follow direction.
  • Ability to be flexible, versatile and adaptable in day-to-day activities conducted in a multi-site environment
  • Capable of relying on experience and judgment to plan and accomplish goals.
  • Ability to express ideas concisely and clearly, orally and in writing.
  • Ability to communicate effectively to Steward personnel using written and oral formats
  • Able to effectively prepare presentation material and present information to IS staff, management, hospital and public groups
  • Ability to strategically plan and be proactive in approach.
  • Ability to read, analyze and interpret applicable technical documentation, system reports, software licenses and contracts.

‹‹‹‹‹‹‹EDUCATION/EXPERIENCE/LICENSURE/TECHNICAL/OTHER:

  1. Education: 4 year college program certificate, or equivalent work experience
  2. Experience: 5 years experience in a customer services focused environments, 3-5 years management experience, Healthcare IT preferred
  3. Certification/Licensure:
  4. Software/Hardware:
  1. Microsoft System Center Configuration Manager (SCCM), OS Deployment Pack (MDT Preferred), Patch Management and WSUS – 1E Windows Suite experience required
  2. Expert level administration and troubleshooting of Windows OS’s including Server OS
  3. Active Directory security and Group Policy Objects
  4. Networking fundamentals
  5. Understanding of the ITSM - ITIL Certification preferred
  6. Interpreting data from Windows Performance Monitor and Microsoft Network Monitor
  7. VBScript
  8. PowerShell scripting – PowerShell App Deploy Toolkit experience required

  1. Other:
    1. Occasional Travel is required to Steward Health Care Hospital facilities, both local and national

    Application Instructions

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