Manager, Customer Support (Hybrid)

Company Overview

Shriners Children's is a family that respects, supports, and values each other. We are engaged in providing excellence in patient care, embracing multi-disciplinary education, and research with global impact. We foster a learning environment that values evidenced based practice, experience, innovation, and critical thinking. Our compassion, integrity, accountability, and resilience defines us as leaders in pediatric specialty care for our children and their families.

Job Overview

Shriners Children's is the premier pediatric burn, orthopaedic, spinal cord injury, cleft lip and palate, and pediatric subspecialties medical center. We have an opportunity for a Manager, Customer Support reporting into our Corporate Headquarters location.

The Manager, Customer Support will direct all daily Help Desk activities including proper staffing, schedules, assignments and work distribution to the Help Desk personnel, as well as assist in the selection, evaluation and instruction of Help Desk personnel. The Manager is responsible for, and will ensure, appropriate and timely responses to inquiries and requests for assistance with Shriners Children's (SC) enterprise applications and software systems and associated PC hardware and peripherals. The Manager is responsible for the systemic identification and troubleshooting of user related problems and provides advice to assist users using a standardized repeatable process. The Manager is also responsible for coordinating with other IS areas to resolve problems as required, assuring that user documentation and knowledgebase articles are created and updated as necessary. The Manager will provide and facilitate user training for both application-specific and personal productivity software, will test software and ensure software quality. Multiple employees are supervised by the Manager, input for performance appraisals will be provided, recommendations for hiring, terminating and promoting will be required and work of the same nature (help desk activities) will also be required.

This is a hybrid position based in the Greater Tampa Bay area. The Manager will work 2 days onsite and 3 days remote on a weekly basis. This hybrid schedule is subject to change, based on Department / Organization needs.

Responsibilities

Manager Responsibilities

• Plan, prioritize, schedule, assign, control and monitor Help Desk activities. Recommendations will be made for hire/terminate personnel as necessary to ensure effective staff. Evaluate personnel performance and assist in determining salary adjustments. Resolve Help Desk work and personnel problems as necessary. Instruct Help Desk personnel on how to keep and improve job skills and the use of a systematic and repeatable process. Provide training to Help Desk personnel as necessary. Adjust procedures and responsibilities as necessary to achieve maximum efficiency.

User Support (HQ, hospitals, B/T & B/D)

• Troubleshoot PC related hardware and software problems. Log, assign, and track user reported problems and requests for enhancement until solutions are provided. Advise on best methods and techniques to accomplish intended tasks when utilizing software products such as Word, Excel, PowerPoint, etc. May provide specialized support in applications software such as PMTI, SBT, Cyborg, CARE, Cerner, etc.

Documentation

• Develop user documentation including reference manuals, user guides, getting started manuals, tutorials, knowledgebase materials, and on-line help for applications software either developed or purchased by SC. Documentation is prepared in accordance with established SC standards for presentation, reference, etc.

Product/Vendor Evaluation and Recommendation

• Assist in the systematic evaluation, recommendation and/or selection of items such as vendors and their products including hardware, software packages, communications products, consulting services, systems integration services, etc. Techniques used include side-by-side weighted assessments, price-performance analyses, cost-benefit analyses, etc. Often required to participate on a selection committee acting as technical advisor.

Other Responsibilities

• Maintain and ensure security of the software library. Organize, edit, and distribute SHCIS monthly newsletter. Update SHCIS web site. Reporting security events. Rotating schedule (shifts).

Qualifications

Experience Required/Preferred:

• Experience diagnosing hardware and software problems and implementing corrective measures required

• Experience with statistical analysis relative to helpdesk call efficiencies (i.e. first call resolution, time to answer, etc.) required

• Experience with report writing and modification relative to helpdesk system software and/or Crystal Reports Business Objects etc. required

• Experience with local and network attached printers, storage devices, scanners, etc. required

• Experience with MS personal productivity software and operating systems required

• 5 years of help desk/user support experience preferred

• 5 years of computer/software training experience preferred

• 5 years of hospital environment experience preferred

• Bachelor's in Computer Science preferred