Manager, Infrastructure Services- Fully Onsite between NSUH/Forest Hills/Valley Stream

Job Description

Manages, plans, and organizes the staff and activities in support of day-to-day Infrastructure Operations. Manages team members and supervisors responding to infrastructure issues affecting the health systems clinical and administrative communities. Collaborates with Network, Database, Application support, Security and vendors to resolve operational issues. Provides leadership for direct reports and collaborating technology operations teams during outages and incidents. Provides monitoring specifications and maintenance procedures in line with best practices for technology operations.

Job Responsibility

• Strategic Thinking - Ability to align technology solutions with organizational goals and contribute to long-term IT planning
• Communication - Clear and effective communicator with the ability to convey complex technical concepts to non-technical stakeholders
• Compliance & Documentation - Strong understanding of IT security, regulatory requirements, and the importance of accurate recordkeeping.
• Provides leadership to Infrastructure Services team members and supervisors by communicating and guiding toward achieving department objectives.
• Manages budget expenditures for small teams or projects.
• Develops, communicates, and builds consensus for goals in alignment with the health system.
• Selects, develops, manages and evaluates direct reports; ensures performance appraisals are completed in a timely fashion.
• Collaborates with applications, infrastructure and security teams as lead technical advisor in providing expertise and oversight for enterprise system architecture, integration, compatibility and customization, as well as design development and the health system implementation, for assigned technology platform.
• Guides direct reports to work with applications and vendor teams to understand infrastructure capacity and environment requirements.
• Reviews existing systems infrastructure and provides input to design and engineering for improvement in stability and detection of events.
• Collaborates with the Project Management Office (PMO). to deliver projects on time and within budget; develops infrastructure capacity and deployment schedules to accommodate planned health system upgrades and projects.
• Develops and oversees testing strategies, testing, troubleshooting and validation strategies for operational systems, applications and components.
• Reviews change management requests including configuration, service packages, emergency changes and upgrades for critical clinical systems.
• Reviews and approves production turnover from engineering and vendors for new and upgraded applications and systems.
• Manages the development of processes and procedures for technical team members with focus on development of SOP's for Operations Center (OC).
• Performs related duties as required. All responsibilities noted here are considered essential functions of the job under the Americans with Disabilities Act. Duties not mentioned here, but considered related are not essential functions.

Job Qualification

• Bachelors Degree required, or equivalent combination of education and related experience.
• 6-8 years of relevant experience and 2-5 years of leadership / management experience, required.

HIGHLY PREFERRED

• 5+ years of progressive experience in Workplace Technology Services, including 3+ years in a supervisory or management role leading technical support teams.
• Experience managing Workplace Technology Operations, including incident, request, and escalation management, while ensuring adherence to established service level agreements (SLAs).
• Proven ability to analyze operational metrics, identify trends, and implement process improvements that enhance service delivery, technician efficiency, and end-user satisfaction.
• Excellent organizational, communication, and leadership skills with the ability to manage multiple priorities and lead teams through operational and organizational change.
• Proven ability to lead, mentor, and develop technicians, including workload management, coaching, performance evaluations, and career development.
• Experience supporting enterprise end-user technologies, including multiple OS platform endpoints, laptops, mobile devices, peripherals, printers, and clinical technologies supporting Epic and other applications.
• Demonstrated success leading endpoint deployments, PC refresh initiatives, operating system upgrades, hardware lifecycle management, and large-scale technology rollouts.
• Experience coordinating cross-functional support efforts with other Workplace Technology Operations teams, Endpoint Engineering, Networking, Security, Clinical Applications, and Infrastructure teams to resolve complex technical issues.
• Strong knowledge of IT Service Management (ITSM) processes, including incident, problem, change, and asset management, preferably using ServiceNow.
• Strong customer service and relationship management skills with the ability to support executive leadership, clinicians, and administrative staff in a healthcare environment.
• Additional Salary Detail

The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future. When determining a team members base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).