IT Manager - Device Support

Duke Careers; Durham (NC); On-site; USD 90,000 - 120,000; Full time

Job summary

Duke Health is seeking a Device Support Manager to lead the CSC team, configuring, implementing, and supporting devices across Duke Health. You will drive strategic vision, manage asset records, and coordinate after-hours go-lives while maintaining high customer satisfaction.

Responsibilities include staff leadership, project support, and ensuring on-site presence. A Bachelor’s degree or equivalent IT experience, plus 2+ years of leadership in IT customer service, are required, with healthcare

Qualifications

• Bachelor's degree or four years of equivalent technical experience.
• Minimum of 2 years of leadership experience in a customer service IT-related field; healthcare preferred.
• ITIL Foundations, Six Sigma, and project management experience are preferred.

Responsibilities

• Lead a team of analysts in support of device management and customer service goals.
• Provide technical and strategic leadership and develop a strategic vision with management.
• Manage asset records and daily shift huddles, escalating issues as needed.
• Oversee day-to-day staff activities, assignments, and career development.
• Support go-lives and projects requiring after-hours coverage; monitor progress and metrics.
• Prioritize requests and allocate resources to maximize customer satisfaction.
• Participate in personnel management tasks including hiring, evaluations, and disciplinary actions.
• Travel to entities for coaching/leadership and perform other related duties.
• Ensure coverage gaps are filled with analyst support during absences.

Skills

Leadership experience

Customer service

Verbal and written communication

Team leadership

Education

Bachelor's degree in related field

ITIL Foundations

Six Sigma Yellow/Green Belt

Project Management experience

Job description

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At Duke Health, we’re driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.

About Duke Health Technology Solutions

Pursue your passion for caring and innovation with Duke Heath Technology Solutions, which is dedicated to the transformation, development, and management of enterprise information technology solutions across Duke Health.By harnessing the power of innovative technologies like cloud computing and artificial intelligence — and pairing them with a forward-thinking approach — Duke Health Technology Solutions is revolutionizing the future of health care at Duke Health and beyond.

General Description of the Job Class
This position reports to the Sr. Manager of DHTS Customer Service Center and will be primarily responsible for the leadership of DHTS Device Support personnel at (insert location). The Manager provides communication and direction in the support and maintenance of the CSC functions and maintains liaison with DHTS management and customer representatives.
The Device Support Team has the day-to-day responsibilities for configuring, implementing, and supporting approximately (number of devices) and (insert number) customers based upon the Geographical Support Model. This group also provides technical support and consultative/implementation services to all Duke Health Enterprise (DHE) departmental workstations and peripherals.
Duties and Responsibilities of this Level

• Manage projects and tasks for a team of analysts in support of the above role
• Provide technical and strategic leadership to the team
• Work with the management team to develop a strategic vision
• Manage the integrity of the Asset Records
• Manage daily huddles for each shift, reporting any issues to next-level for support
• Manage the day-to-day staff activities and assignments
• Manage career development of team
• Support any go-lives or project initiatives that require after-hours support
• Monitor staff project progress and report status and metrics
• Evaluate requests for service and prioritize and assign resources in order to maximize customer satisfaction
• Assist in all personnel management functions, including hiring, firing, and personnel evaluations and performance reviews, including disciplinary action when required
• Ability to travel to the different entities for one-on-one coaching/leadership
• Perform other related duties incidental to the work described herein
• Provide Analyst Support when gaps in coverage
• Manage any MIPs, planned downtimes from a Service Desk/Device Support perspective and report out accordingly.
• Work requires on-site presence for entirety of shift

Required Qualifications at this Level
Education: Bachelor's degree in a related field, or four years of equivalent technical experience required
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Experience: Minimum of 2 years of leadership experience in a customer service IT-related field; preferred healthcare experience
________________________________________

Degrees, Licensure, and/or Certification:

• Preferred: ITIL Foundations
• Six Sigma Yellow/Green Belt
• Project Management experience

Competencies:

• Excellent verbal and written communication skills
• Exemplary customer service skills
• Proven experience leading teams/projects

The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.

Duke is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex (including pregnancy and pregnancy related conditions), sexual orientation or military status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions:

Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.

Nearest Major Market: Durham

Nearest Secondary Market: Raleigh

Read more about Duke’s commitment to affirmative action and nondiscrimination at hr.duke.edu/eeo.