Job Description

Location/Department: Business Center - Information Systems

80/pp

The IS Operations Assistant Manager role is to supervise & ensure the efficient operations of MMH’s IT infrastructure including network, telecommunications, servers, databases, & equipment planning. This includes supervision of staff responsible for monitoring & diagnosing network & hardware problems. The IS Operations Assistant Manager will additionally lead & manage projects that supports the technology & infrastructure of the organization.

Activities performed by the Assistant Manager include resource management, vendor management, budgeting, purchasing, planning, organizing & project coordination. This person will lead the planning & implementing of information systems projects to support the infrastructure of MMH systems. The Assistant Manager will prioritize, schedule & monitor support tasks & projects. They will ensure security & regulatory compliance has been reviewed & approved for all projects prior to implementation. Appropriate analysis, design, testing, planning & documentation will be completed for all projects.

The Assistant Manager works closely with the AVP, Information Technology, outside vendors, department managers & application users. Regular contacts outside the Hospital include vendors & technical support personnel.

Supervisory Responsibilities:Oversight over IS Support Analyst, Deskside Support Technician, Network Administrator, Server Administrator, Technical Systems Administrator

Duties/Responsibilities:

• Manage the deployment, monitoring, maintenance, development, upgrade, & support of IS systems, including networks, data centers, servers, PCs, operating systems, & associated hardware.
• Manage & monitor asset management for IT hardware, software, & equipment.
• Conduct review of infrastructure upgrade projects, improvements, & other conversions.
• Define hardware & software standards in conjunction with AVP, Information Technology & industry best practices.
• Collaborate with help desk to resolve trouble tickets & mitigate end-user issues.
• Manage network performance & provide network performance statistics & reports; develop strategies for maintaining network infrastructure.
• Manage server performance & provide network performance statistics & reports; develop strategies for maintaining a hardened server infrastructure.
• Provide leadership for managing VoIP products & services, develop strategies for maintenance & support.
• Manage & lead telehealth infrastructure & support of telehealth technology requirements.
• Manage relationships with infrastructure vendors for cost effectiveness, maintain vendor repository to ensure effective management of vendor relationships, & plan for major software upgrades, ensuring that change management procedures/methodologies are used. Understand service levels agreements & ensure vendors are being held to contractual standards.
• Manage overall project costs to budget for infrastructure projects & upgrades.
• Assist with design & implementation of short- & long-term plans to ensure infrastructure capacity meets existing & future requirements.
• Develop & maintain policies, procedures, & associated training plans for infrastructure administration.
• Supervision of help desk, network, & server technicians. Where necessary, conduct performance reviews & corrective action. Ensure adherence of IS operations staff to appropriate policies & procedures.
• Provides project management, direction, and coaching to members of the IS operations team as they participate in infrastructure projects & process improvements.
• Responsible to oversee the supervision of department team members & to assist the AVP, Information Technology with hiring, training, disciplinary actions & terminations. Continuously evaluates performance of team members & completes annual written performance evaluations in a timely manner.
• Responsible for development of strategies to improve the performance & effectiveness of the IS operations team members, including technical development, to keep up with changing technology trends.
• Maintains professional growth to keep abreast of the latest trends in Information Systems.
• Collaboratively with the AVP, Information Technology, develops goals & objectives for the department that are consistent with the Hospital’s mission, goals, & strategic business plan.
• Willingness to respond & support the needs of the Hospital beyond the ordinary work shift.
• Emergency Preparedness: Responsible for managing and overseeing physical safeguards to support emergency operations planning to include backups, disaster recovery plans, downtime procedures, and regular disaster recovery and business continuity testing.
• Cybersecurity Operations: Responsible for overseeing and monitoring security alerts and vulnerabilities including endpoint management, patch management, antivirus / EDR platforms, identity access management, and multi-factor authentication.

Required Skills/Abilities:

• Awareness of information technology trends, practices & principles.
• Exhibits interpersonal skills & abilities to deal effectively at all levels in the hospital.
• Possesses strong written & verbal communication skills.
• Possesses sound analytical & organizational skills & formal presentation skills.
• Ability to manage projects & demonstration of leadership capabilities for managing people & teams.
• Ability to interpret financial reports & the relationship of actual performance compared to targets.
• Comprehensive knowledge and understanding of patient care and financial systems.

Education and Experience:

• Bachelor Degree or Associate Degree with comparable work experience in a Computer Science, business, or computer management related field required.
• Must be knowledgeable in all phases of information systems technology.
• Minimum of 5 years prior professional information systems work experience, with at least 3 years of supervisory experience in information systems.

Physical Requirements:

• Requires sitting, bending, lifting, standing & walking.
• Occasionally may need to lift up to 50 lbs to transfer equipment.