Associate Manager Technical Services Operations Center - Overnight
Westbury, NY

Job Description

Overview

Welcome to Allscripts! Our Mission is to be the most trusted provider of innovative solutions that empower all stakeholders across the healthcare continuum to deliver world-class outcomes. Our Vision is a Connected Community of Health that spans continents and borders. With the largest community of clients in healthcare, Allscripts is able to deliver an integrated platform of clinical, financial, connectivity and information solutions to facilitate enhanced collaboration and exchange of critical patient information.

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The primary purpose of this role is management of technical functions of a Managed Services Account.

Shift: Overnight 11pm to 7:30am Sunday to Thursday

Responsibilities

* Provide effective and efficient technical IT services which meet the needs and requirements of client health system.
* Assists in account profitability to meet revenue and margin requirements set at the corporate level
* Effective management of the client relationship and resolution of client issues.
* Continuous risk identification and appropriate escalation.
* Effective utilization and management of staff such that milestones/goals are obtained and staff is motivated and competent.
* Provides leadership for those involved in the development, design and optimization of one or more information technology and systems functions supporting business processes and technical information systems platforms
* Responsibilities include, but are not limited to, analysis, selection and modification of enterprise systems, installation of network hardware/software and database management.
* Ensures infrastructure architecture standards maximize efficiency and support platform compatibility
* Provides direction for the effort required to protect the company's data, tools and information systems.
* Understands application and technical functionality and capabilities to effectively provide solutions for business requirements.
* Balances demand management for multiple complex simultaneous projects, operational enhancements, break-fix, and maintenance requests.
* Provides strategic guidance for planning projects and operational support for health system initiatives.
* Ensure team adherence to all team, account, and client policies and procedures.
* Support needs across a complex healthcare setting.
* Effectively manage and develop technical services employees
* Define, procure, and provide quality support of computing, support, networking, NOS, telecommunications, and infrastructure for client account
* Act as liaison between technical support teams and client management and end users.
* Provide disaster recovery planning
* Provide computing services to client on a day to day basis consistent with Service Level Agreements
* Understand the relevant aspects of the quality management system and customer satisfaction responsibilities.
* Identify and recruit internal/external talents to ensure effective mix of competencies.
* Induct new joiners in order to quickly maximize performance.
* Set and communicate team/individual objectives and KPI to inspire individuals to achieve high performance.
* Allocate work load to fully utilize every employee's talent.
* Implement development plans and coach for individuals to reach their maximum talent.
* Provide regular constructive feedback on performance/development and address poor/mediocre performance on a timely manner.
* Recognize high performers to maintain motivation and retain key talent.
* Regularly communicate on company news and team progress against business plan.
* Create team spirit.

Qualifications

Academic and Professional Qualifications:

* BA or BS Degree and/or relevant business experience.

Experience:

* 3-5 years industry experience preferred
* Up to 2 years experience in information technology management preferred
* 5 + years of supervisory experience working in a Network Operation Center environment
* 3-5 years operations experience working in a technical environment (e.g. Technical Operations, Server Technologies, Network Operations, etc)
* Knowledge of Microsoft Windows Server technologies and networking
* Experience working with the various network tools such as (Spectrum, EHealth, Gigastor, Wireshark and CiscoWorks for network troubleshooting a plus.
* Possess a strong working knowledge of Microsoft Word, Excel, Visio, PowerPoint
* Must be a self starter and demonstrate the initiative to learn new systems quickly
* Posses strong troubleshooting skills and demonstrates the ability to follow detailed instructions
* Possess strong oral and written communication skills
* Ability to prioritize and execute tasks in a high-pressured environment
* Ability to manage multiple goals and deadlines, to effectively delegate work tasks and provide status
* Ability to establish and maintain positive and effective work relationships with coworkers, clients, members, providers and customers

Travel Requirements:

* May require local travel
* May require other travel for business needs

Working Arrangements:

* May require on call after hours support
* Work is performed in a standard office environment with minimal exposure to health or safety hazards

At Allscripts, our greatest strength comes from bringing together talented people with diverse perspectives to support the technology needs of 180,000 physicians, 1,500 hospitals and 10,000 post-acute organizations across the globe. Allscripts offers a competitive total rewards package, including holidays, vacation, and medical, disability and life insurance.

Allscripts' policy is to provide equal employment opportunity and affirmative action in all of its employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for North American based positions with Allscripts must be legally authorized to work in the United States or Canada. Verification of employment eligibility will be required as a condition of hire.

From a "VEVRAA Federal Contractor" We request Priority Referral of Protected Veterans