Manager, IT Field Services - SSO Information Technology - USA Health Shared Services

USA Health; Mobile (AL); On-site; USD 70,000 - 100,000; Full time

Job summary

USA Health is seeking an IT Field Services Manager to lead the IT Technical Specialist team, manage tasks, schedules, and staff development, and oversee hardware projects across construction and upgrades. The role requires strong leadership and IT operations experience, with emphasis on end-user support and service quality.

Responsibilities include on-call coverage, documentation, reporting, and collaboration with procurement and AV teams, ensuring adherence to standards and customer service

Qualifications

• Associate's degree with 5 years IT experience or Bachelor's degree with 2 years leadership experience.
• Leadership experience in IT operations or technical teams is required.
• Experience with hardware upgrades, project involvement, and end-user support.

Responsibilities

• Lead the IT Technical Specialist team across USA Health.
• Manage task assignments, schedules, training and development, and employee time.
• Assist the director with regular evaluations.
• Oversee hardware upgrades and project-related hardware needs for construction.
• Support on-call coverage and maintain customer service standards.
• Develop reports and provide IT team feedback to other departments.
• Ensure documentation is clear, up-to-date, and published effectively.
• Contribute to QA reviews on tickets and tasks.
• Oversee AV and IT procurement, managing stock and vendor options.

Skills

Leadership

IT Operations

Team Management

Customer Support

Education

Associate's Degree in IT/ related field

Bachelor's Degree in IT/ related field

Job description

Overview

USA Health is Transforming Medicine along the Gulf Coast to care for the unique needs of our community.USA Health is changing how medical care, education, and research impact the health of people who live in Mobile and the surrounding area. Our team of doctors, advanced care providers, nurses, therapists, and researchers provides the region's most advanced medicine at multiple facilities, campuses, clinics, and classrooms. We offer patients convenient access to innovative treatments and advancements that improve the health and overall well-being of our community.

Responsibilities

• The purpose of the IT Field Services Manager is to lead the IT Technical Specialist team across USA Health.
• Responsibilities include task assignments, schedules, training and development, managing employee time, and assisting the director with regular evaluations.
• The manager will oversee hardware aspects of projects such as upgrades or updates as well as conduct hardware walkthroughs and assessments.
• They will manage hardware needs for construction projects including relocations, renovations, and net new construction.
• As needed, the supervisor functions as a member of the IT Technical Specialist team including completing tickets or covering on call.
• The manager sets and upholds customer service standards
• Contributes to improving customer service and end user support by actively responding to queries and handling complaints
• Establishes, documents and trains on best practices through the entire technical support process
• Ensures all documentation used to support the functions and personnel of the team is clear, concise, up-to-date, and published to in a designated application
• Provides follow-up with end users to ensure their issue{s} were resolved and identify areas of improvement
• Develops reports as requested
• Provides customer feedback to the appropriate IT teams
• Conducts quality assurance reviews on tickets and tasks
• Creates and publishes the schedule to include coverage including on call and holidays
• The manager oversees the AV Team including overview of projects, standards, and priorities.
• The manager oversees IT Procurement for Desktop, Network, Telecom, AV, and others. They ensure all purchasing standards and processes are preserved, stock par levels are maintained, and appropriate vendor and model options are compared.
• Completes all mandatory department, educational and hospital requirements
• Adheres to current Infection Control and Safety Standards
• Regular and prompt attendance
• Ability to work schedule as defined and overtime as required
• Related duties as assigned

Additional Information

Employees must be in a regular position, working 20 hours or more per week (.50 FTE or greater) to qualify for benefits.

Qualifications

• Associate's Degree from an accredited institution with a focus in information technology, administration, or a related field and 5 years of IT experience, 2 of which were in a leadership capacity Required OR
• Bachelor's Degree from an accredited institution in information technology, administration, or a related field and 2 years of IT experience in a leadership role Required
• Comparable combination of education and experience may substitute for the above requirements.

Equal Employment Opportunity/Affirmative Action Employer

The University of South Alabama is an Equal Opportunity Employer and does not discriminate on the basis of race, color, national origin, sex, pregnancy, sexual orientation, gender identity, gender expression, religion, age, genetic information, disability, protected veteran status or any other applicable legally protected basis. EO Employer – minorities/females/veterans/disabilities/sexual orientation/gender identity.