Manager, Technical Support

Reports to the Director of Information Technology. Responsibilities include the management of Memorial Hospital/Memorial Health System (MHS) personal computers and networks (both local and wide area). Manages the daily activities of assigned Technical Support staff (which includes coordinating workload and scheduling) and provides training and guidance. Acts as a proactive liaison and facilitator with end‑user departments. Performs the Essential Functions of the Technical Support Specialist and Network Engineer positions as required.

• MISSION:
  We deliver outstanding care, inspire health, and connect with heart.
• VALUES:
  Trust. Respect. Integrity. Compassion.
• SERVICE GOALS:
  Personally connect. Keep everyone informed. Be on their team.

• Manages all activities related to local and wide area networks and PC support and ensures effective utilization of MHS computer capabilities by establishing and maintaining standards for quality, efficiency, and timeliness.
• Schedules the workload of the Technical Support staff in accordance with the priority guidelines set by the Director.
• Recruiting, hiring, evaluating, coaching, and, if necessary, disciplining the Technical Support staff.
• Plans and coordinates ongoing training for the Technical Support staff, ensuring comprehensive orientation and training for new staff.
• Provides ongoing technical guidance and assistance to the Technical Support staff.
• Maintains the integrity and performance of Memorial Health System's Local Area Networks and Wide Area Networks.
• Maximizes communication and terminal emulation software.
• Facilitates effective utilization of computer capabilities.
• Manages all activities related to the PC maintenance program.
• Acts as a liaison and facilitator with end‑user departments regarding technical support issues, ensuring delivery of solutions that meet their needs efficiently and effectively.
• Monitors all projects and work assignments in progress and provides periodic status reports to the Director.
• Maintains department records, reports, and files as required, ensuring that assigned Technical Support staff fulfill responsibilities according to established departmental policies and procedures.
• Provides excellent customer service at all times, communicating with customers and other staff members in a courteous, responsive, and helpful manner.
• Seeks possible opportunities to more effectively utilize MHS computer capabilities and communicates these opportunities to the Director.
• Assists in the care and maintenance of department facilities, equipment, and supplies.
• Works cooperatively with other department staff on a variety of projects.
• Participates on Memorial Hospital/MHS committees as requested.
• Completes other job‑related duties and special projects as directed.

• Drives results—consistently achieving results, even under tough circumstances.
• Customer focus—building strong customer relationships and delivering customer‑centric solutions.
• Instills trust—gaining confidence and trust of others through honesty, integrity, and authenticity.
• Collaborates—building partnerships and working collaboratively with others to meet shared objectives.
• Communicates effectively—developing and delivering multi‑mode communications that convey a clear understanding of the unique needs of different audiences.

• Attends and participates in department meetings and is accountable for all information shared.
• Completes mandatory education, annual competencies, and department‑specific education within established time frames.
• Completes annual employee health requirements within established time frames.
• Maintains license/certification, registration in good standing throughout the fiscal year.
• Direct patient care providers are required to maintain current BCLS (CPR) and other certifications as required by position/department.
• Consistently utilizes appropriate universal precautions, protective equipment, and ergonomic techniques to protect patient and self.
• Adheres to regulatory agency requirements, survey process, and compliance.
• Complies with established organization and department policies.
• Available to…