Technical Services Manager

Responsibilities / Essential Functions: JOB SUMMARY: The Technical Services Manager is a cornerstone member of the technology services department. Tasked with managing the human capital and day-to-day operations of the group, this position specializes in the fast-paced organization of people and projects, as well as fostering communication and cooperation amongst our internal assets, our user base and our external partners.

ESSENTIAL FUNCTIONS:

• Synchronize and manage projects in such a way as to ensure both timely project completion and consistent service delivery
• Schedule and track resources for various enterprise projects and other implementation services
• Manage expectations for ongoing support efforts and project deliverables as well as promote day-to-day communication efforts
• Maintain and monitor the Service Desk, implementing service lines and automation based on the needs of the business
• Ensure staffing and coverage to properly align with SLA requirements
• Serve as an escalation point for technical and personnel issues, supporting the technical services group as a trusted resource on fronts both internal and external
• Effectively communicate with technology services staff, end-users and executives
• Manage expectations for ongoing support efforts and project deliverables as well as promote day-to-day communication efforts
• Assists in managing the yearly enterprise technology budget and its composition
• Provide accurate and timely information to the CIO, Director of Technology and other Tennessee Oncology employees/departments as requested
• Promote a team atmosphere and maintain good relations with Tennessee Oncology’s internal and external user base and its partners

Knowledge, Skills & Abilities:

• Ability to lead and guide others in a positive and constructive way
• Superior capacity to track and manage multiple projects
• Critical thinking, able work on complex and transformative endeavors that require risk management skills
• Operates at a generally high level, with energy and focus
• Demonstrates the ability to communicate positively and effectively throughout a wide array of social interactions
• Performs well under pressure, demonstrates flexibility and responds well to changing situations and priorities
• Strong business relationship-building skills
• Exceptional documentation, research and problem solving/analytical skills
• Self-motivated and directed, with advanced ability to prioritize and execute tasks

Qualifications & Requirements: • 5 years support or administrative experience in professional environment

• Technical or technology-related service desk experience preferred

Physical Requirements:

• Must be willing and able to lift 25 pounds or more
• Must be willing and able to travel to satellite clinics when necessary