Position Summary
The IT Manager is a highly motivated and customer-focused professional responsible for overseeing the daily operations of the IT support team. This hands-on role requires balancing direct end-user support (60-80%) with management of helpdesk and IT service delivery processes (20-40%). The individual in this role is a proactive problem-solver with extensive experience in desktop support, medical applications, and foundational knowledge of PACS (Picture Archiving and Communication Systems) administration within a radiology environment. Strong organizational, communication, and time management skills are essential. This position plays a vital role in ensuring that radiologists, clinical, and support staff have access to reliable, efficient technology to deliver exceptional patient care.
Essential Duties and Responsibilities
Direct Technical Support (60-80%):
- End-User Support: Serve as the lead point of contact for IT support requests, troubleshooting and resolving hardware, software, and application issues in a timely and professional manner with a goal of meeting or exceeding all service level agreements and service standards with internal and external customers.
- Helpdesk Triage: Log, categorize, prioritize, assign, and assist the team to resolve support tickets submitted via our helpdesk system, ensuring clear and frequent communication with end-users throughout the process.
- PC and Peripherals: Install, configure, and maintain desktop PCs, laptops, monitors, printers, scanners, and other peripheral devices.
- Medical Application Support: Provide first-line support for specialized medical software, including RIS (Radiology Information System), EMR (Electronic Medical Records), and other clinical applications.
- PACS Administration: Assist with basic PACS administration tasks, including user account management, workstation setup, image routing, and troubleshooting basic PACS connectivity issues under the guidance of senior technical staff or vendors.
- Hardware and Software Lifecycle: Assist with the deployment, documentation, and decommissioning of IT equipment and software licenses.
- Documentation: Create and maintain clear, concise documentation for IT processes, standard operating procedures (SOPs), and common issue resolutions.
- Vendor Engagement: Coordinate with vendors to provide contracted services, technical support, proactive maintenance, or other services performed on a time and materials basis as needed.
- On-Call: Participate in the routine on-call rotation to provide after-hours, weekend, and holidays technical support for Radiologists and ancillary staff outside of standard business hours (Monday-Friday, 8AM-5PM). Serve as an escalation point for other on-call team members when additional support or guidance is needed
Managerial and Oversight Responsibilities (20-40%):
- Service Delivery Management: Oversee the day-to-day operations of the IT helpdesk, aligning with ITIL best practices and ensuring that relevant KPIs are met and that support requests are assigned and resolved efficiently. Proactively identify and resolve recurring issues while monitoring IT staff to prevent rework of the same issue. Accountable for KPIs and metrics with transparent reporting to individuals and the organization. Examples include but are not limited to the following:
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- SLA: Service Level Agreements
- FRT: First Response Time
- FCR: First Call/Contact Resolution
- SLO: Service Level Objective
- MTTR: Mean time to Resolution
- CSAT: Customer Satisfaction Score
- Team Leadership: Act as a working manager, providing guidance, mentorship, and support to IT staff or contractors. Responsibilities include setting daily priorities, following up on assignments, and delivering constructive feedback.
- Resource Management: Optimize the use of IT support staff, equipment, software, and vendor resources to ensure efficient service delivery. Responsible for strategically aligning the right resources to the right tasks, leveraging internal team strengths and vendor expertise across a complex, multidisciplinary environment.
- Performance Monitoring: Conduct regular reviews and analysis of helpdesk metrics, such as ticket volume, resolution times, and end-user satisfaction to identify trends, monitor team performance, and drive continuous process improvement.
- Task and Project Assignment: Assign and track IT support requests (Incidents), Unresolved but known support requests (Problems), Resolution to Problems or requests for alterations to systems (Change), and requests for equipment or non-support items (Requests), as well as tasks, and small-scale projects to ensure they are completed on time, on budget, and to the required standard.
- Vendor and Third-Party Coordination: Act as a liaison with external vendors and third-party support teams for specialized systems (e.g., PACS, EMR, Networking) to facilitate problem resolution and service requests.
- Asset Management: Assist in maintaining an accurate inventory of all IT assets and equipment.
- Communication: Serve as a key liaison between the IT department and other business units, providing clear and timely updates on system status, planned outages, incidents, service requests, and project progress.
- Financial Responsibility: Ensures cost-effective use of company financial resources.
- Operates within the position’s purchasing authority, scope, and limits.
- Seeks approval or escalates purchase requests exceeding authorized limits and scope.
- Manages vendor relationships and pursues cost-saving opportunities through negotiation and competitive quoting.
Qualifications
Qualifications and Required Skills:
- Education:
a. Bachelor's degree required, preferably in Information Technology, Computer Science, or a related field.
- Experience:
a. Minimum of 3-5 years of hands-on experience in a technical support or helpdesk role.
b. Prior experience in a healthcare or medical environment is strongly preferred.
c. Experience in a supervisory or management role is a plus.
- Technical Skills:
a. Proficiency in troubleshooting and supporting Microsoft Windows 10/11 operating systems and MS Office Suite.
b. Familiarity with remote support tools and helpdesk ticketing systems. ITIL experience or certification is desired.
c. Basic understanding of networking concepts (TCP/IP, DNS, DHCP) and both wired and wireless networking.
d. Experience supporting end-user connectivity with software and hardware VPN clients.
e. Two to four years of experience supporting medical imaging systems and workflows (RIS, PACS, DICOM) and radiology dictation platforms (PowerScribe, Fluency, RadAI, or other commercial platforms).
f. Exposure to or experience with Hl7 messaging and workflows as related to radiology orders (ORM), results (ORU), and billing and patient update messages (ADT).
- Soft Skills:
a. Strong customer service orientation with a patient, empathetic, and professional approach.
b. Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
c. Effective problem-solving, decision-making, and critical thinking abilities, even with limited information.
d. Highly organized and detail-oriented, capable of managing multiple priorities and meet tight deadlines in a fast-paced, high-pressure clinical environment.
e. Demonstrated ability to lead people and processes, work independently, and collaborate as part of a team.
f. Skilled in gathering and analyzing information related to incidents, problems, changes, and project needs.