Job Description:

DIRECTOR, IT OPERATIONS

Job Locations

US-FL-Plantation

Company

Enterprise

Overview

Envision Healthcare is a multispecialty physician group and practice management company. Established in 1953, our organization provides anesthesia, emergency medicine, hospital medicine, radiology, primary/urgent care, surgical services, and women's and children's health services to hospitals and health systems nationwide. Sheridan Healthcare, EmCare, Reimbursement Technologies and Emergency Medical Associates have recently joined forces to form Envision Physician Services. As one organization, we now provide a greater scope of service than any other national physician group. Our collective experience from hundreds of local, customized engagements, culture of continuous lean process improvement, and team of experts in the business of healthcare enable us to better solve complex problems and consistently give healthcare organizations confidence in our execution. Our combined organization serves more than 780 healthcare facilities in 48 states and the District of Columbia.

If you are looking for a stable, fast-paced, growing company in the healthcare industry that is committed to innovation, excellence and integrity, then this may be a great next step in the advancement of your career.

We currently have an exciting opportunity available for an experienced Director, IT Operations.

Responsibilities

Develop and maintain ITIL-based ITSM framework.
• Coach, lead and develop team


• Manage the processing of incoming calls to the Service Desk via both telephone and email to ensure courteous, timely, and effective resolution of end user issues.


• Design and enforce request handling and escalation policies and procedures.


• Establish and enforce Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.


• Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.


• Track and analyze trends in Service Desk requests and generate statistical reports.


• Develop and maintain support models for regional service centers and remote locations


• Develop organizational design to support corporate facilities, remote locations, and regional service centers.


• Anticipate business growth and formulate effective plans to maintain support levels


• Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.


• Prepare budget proposals and operational expenditure statements.


• Manage department budget


• Collaborate with other departments to identify and/or procure Service Desk software for internal staff and external clients.


• Conduct research on emerging products, services, protocols, and standards in support of Service desk technology procurement and development efforts.


• Attend training seminars, conferences, and trade shows to broaden knowledge of current and future Service Desk issues and technologies.


• Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues.


• Oversee the development, implementation, and administration of Service Desk staff training procedures and policies.


• On-call availability for after hours, as needed. Works overtime hours to meet project deadlines as required, travel as deemed appropriate for the completion of tasks and external communication.


• Responsible for adhering to Information Security Policies and ensuring Envision is as secure as possible.


• Other duties as assigned

Supervisory Responsibilities:

• Trains, coaches, and mentors exempt and non-exempt team members


• Develops technical and personnel managerial talent


• Plans and conducts performance appraisals and talent assessments of staff, recommends merits, bonuses and promotions and administers corrective actions when necessary


• May manage managers as well as team lead/supervisors, including in-house and outsourced and support and development

Qualifications

• Bachelor's Degree from four-year college or university in the field of Computer Science, Information Sciences or related field, and 10 or more years of related progressive experience; or equivalent combination of education and experience


• Minimum of 4 years in a management capacity


• Exceptional knowledge of computer hardware, including PCs, laptops, printers, faxes, networking equipment and telecom.


• Deep-seated experience with desktop and server operating systems, including the Windows environments.


• Extensive application support experience with Microsoft Office Suite


• Strategic and financial planning


• Demonstrated progressive experience in the management of a technical support team.


• Proven track record of developing and providing Service Level Agreements and Help Desk deliverables.


• Solid relationship management and performance management skills.


• Ability to motivate and direct staff members and subordinates.


• Proven analytical and problem-solving abilities.


• Ability to effectively prioritize and execute tasks in a high-pressure environment.


• Exceptional customer service orientation.


• Experience working in a team-oriented, collaborative environment.

If you are ready to join an exciting, progressive company and have a strong work ethic, join our team of experts! We offer a highly competitive salary and a comprehensive benefits package.

Envision Physician Services uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.

Envision Healthcare is an Equal Opportunity Employer.

#CB

#LI-JF1

Connect With Us!

Not ready to apply? Connect with us for general consideration.