Manager, IT Technical Support

How You’ll Help Transform Healthcare:

Onsite Schedule

Implements and maintains the policies and goals for TSG to support Carilion’s needs. Ensures proper information system operations and plans necessary upgrades. Oversees internal IT support functions with hardware support and planning of new technologies.
 

• Plans, organizes, and manages the daily operations of staff. Works closely with operational and support staff to ensure timely delivery and exceptional customer service.
• Oversee the day-to-day operations of the IT technical support teams: Field Services, Special Operations, Warehouse, Technology Service Center, Mobile, AV
• Collaborate with other IT teams to address systemic issues and improve overall IT service delivery across the department.
• Maintains staff by recruiting, selecting, orienting, and training employees; develops personal growth opportunities and development plans for continued employee growth.
• Accomplishes financial objectives by forecasting; prepares an annual forecast; scheduling expenditures; analyzing variances; initiating corrective action.
• Responsible for developing, administering, and adhering to service level agreements.
• Communicates and prepares relevant reports for administration on all aspects of operations as appropriate or directed.
• Leads projects from conception through successful completion including the post activation period that includes provisions for cross training and transition to support.
• Proactively identifies areas of improvement (process or technical) and develops plans for associated changes required.
• Works with vendors and TSG employees regarding service, maintenance, and performance.
• Participates in an on-call rotation as needed including after hours and weekends to meet business needs.
• Communicates including presentations to all levels of Carilion Clinic.

What We Require:

Education: Bachelor’s degree required. Four years of relevant experience may be considered in lieu of a bachelor’s degree.

Experience: Minimum of 5 years IT experience required

Licensure, certification, and/or registration: ITIL Foundation Certification

Other Minimum Qualifications: 

• Must be self-initiated team player with strong leadership, organizational and analytical skills. 
• Capable of prioritizing multiple complex problems/projects and meeting deadlines. 
• Professional with advanced oral and written communication skills. 
• Intermediate/advanced level word-processing, spreadsheet, project management and PC software skills required. 
• Must be able to work flexible hours including occasional overnight travel, overtime, weekends and participate in after hours on call support.
   

About Carilion

This is Carilion Clinic ...

An organization where innovation happens, collaboration is expected and ideas are valued. A not-for-profit, mission-driven health system built on progress and partnerships. A courageous team that is always learning, never discouraged and forever curious.

Headquartered in Roanoke, Va., you will find a robust system of award winning hospitals, Level 1 and 3 trauma centers, Level 3 NICU, Institute of Orthopedics and Neurosciences, multi-specialty physician practices, and The Virginia Tech Carilion School of Medicine and Research Institute.

Carilion is where you can make your own path, make new discoveries and, most importantly, make a difference. Here, in a place where the air is clean, people are kind and life is good. Make your tomorrow with us.