Manager, IT Mobility

POSITION SUMMARY:

Under the supervision of the Director of Operations, the Manager, IT Mobility is responsible for aligning technology solutions with business strategies, specific to the management of all tablets, corporate and BYOD cellular devices, all shared patient-facing smartphones, all paging devices, and all associated vendors and applications. This includes proactively identifying opportunities to apply technologies to business processes as well as oversight of procurement, setup assistance, and troubleshooting of devices and applications, and associated vendor management. Serves as the subject matter expert for all related projects. Manages a team of Mobility Analysts. Provides supervision and team leadership all Mobility staff, including training and mentoring. Develops an environment where expert support can be efficiently and effectively provided to end-users, employing a high degree of customer service, technical expertise, and timeliness. Uses and develops various techniques for resolving problems; escalates trouble tickets as necessary to "Level 2" and "Level 3" staff. Has frequent interactions with customers; therefore, must be effective in interpersonal communications and problem solving. Uses a high degree of patience and problem management techniques to solve problems. Follows through on resolution with users. Consults and assists in building solution-based tool sets to identify, diagnose, and resolve customer problems. Assists in developing standards, process, procedures, policy, workflows, and service level agreements. Tracks current/open calls and call ticket history; enters solution data into solution base; and, supervises and dispatches calls. On occasion, as dictated by high call volume, provides individual support as a Mobility Analyst. This position requires forward-thinking individuals who seek opportunities to apply technology to improving business processes within strategic system goals. Collaborate with the Help Desk, Field Services, Information Security, and Support Services as needed. Position based on BMC's main campus, but travel to offsite locations in greater Boston is also required.

Position: Manager, IT Mobility

Department: Service Desk

Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

• Manages/oversees team of IT Mobility Analysts, including training and mentoring.
• Oversees the organization's cellular device program and associated vendors. This includes procurement, setup assistance, security, and troubleshooting of devices and applications. Assistance to end users will be virtual and in-person.
• Oversees the management of all tablets, including deployment, break-fix, and user education.
• Oversees procurement, activation, setup, deployment, tracking, security, and troubleshooting of shared patient-facing cellular devices deployed throughout the organization. Manage projects to upgrade phones and applications as needed.
• Manages the hospital's paging program and associated vendors. Includes procurement, troubleshooting, monitoring, security, and HW/SW upgrades. Will also manage large projects to revamp and upgrade all aspects of paging at the hospital, including hardware, software, phone apps, and back-end infrastructure.
• Manage ticket queue and escalate as necessary; provide individual support to users when needed.
• Oversees the security and privacy of mobile devices and data, working closely with IT Security and Compliance Teams to develop and implement appropriate safeguards and controls.
• Proactively identify areas for improvement and present to leadership for approval. Obtain quotes and SOWs from vendors and provide insight into cost savings, vendor changes, and/or service improvement.
• Maintain all associated vendor contracts and review as needed to ensure SLA's are being met. Participate in contract negotiations for expiring and/or new vendor contracts.
• Work with vendors to test devices and applications when there is an upgrade to hardware and/or software.
• Ensure that the team provides reliable and standards-based solutions to user problems according to BMC approved service level agreements.
• Maintains professional knowledge of current trends and developments in the Information Technology and Healthcare field.
• Participate in team projects as required. Assist in special product-related issues as needed.
• Participates in activities to evaluate new technology developments and applications.
• Conforms to hospital standards of performance and conduct, including those pertaining to patient rights.
• Follows established hospital infection control and safety procedures.
• Perform other duties as needed.
• Travel to BMC offsite locations in greater Boston occasionally required.

JOB REQUIREMENTS

EDUCATION:

• Bachelor's Degree preferred (Information Technology or related field)

EXPERIENCE:

• Minimum of five years of experience in IT field, preferably client services or technology systems analysis

KNOWLEDGE AND SKILLS:

• Strong technical knowledge and ability to express complex technical concepts in terms that is understandable to the business.
• Knowledge of the assigned business area's processes.
• Understanding of project management concepts in planning and implementing multiple projects in a cross functional environment.
• Strong written communication skills, including project documentation and technical writing.
• Strong verbal communication skills while interacting with team members, other teams in the IT department, end users, and/or other departments throughout the organization.
• Strong analytical and conceptual skills.
• Ability to solve problems often spanning multiple environments in a business area.
• Understanding of how IT affects an organization and ability to link it to redesigned business processes.
• Ability to be a team player; flexible, friendly, congenial, and enthusiastic.
• Proficiency in Microsoft Office products.
• Strong interpersonal skills and ability to work collaborative across various business units and with external vendors
• Ability to provide leadership and work effectively as a team member
• Ability to work independently, take initiative and handle multiple priorities
• Ability to remain calm under pressure and exhibit patience with end users
• Ability to assess needs quickly and identify logical solutions
• Strong knowledge of Apple mobile devices
• Strong knowledge of paging hardware and software
• Experience with ServiceNow or similar ticketing application