Manager, IT Support Services

Schedule:
Monday - Friday (40 hrs/wk)
8:00 AM - 5:00 PM

Department: IT PC Support - 213

Primary Purpose:

Manages IT dedicated system support and other technical personnel. Contributes to the development of policies and standard practices for system support operations and engineering activities and processes across the enterprise. Ensures system support teams have the necessary tools and resources to provide enterprise class services and infrastructure.  Coordinates and monitors activities and resolves conflicts involving area of responsibility.  Serves as the liaison for the group with external and internal customers, ARUP management, company departments and committees, regulatory and accrediting agencies, vendors, and other IT groups.

About ARUP:

ARUP Laboratories is a national clinical and anatomic pathology reference laboratory and an enterprise of the University of Utah and its Department of Pathology. Based in Salt Lake City, Utah.

ARUP proudly hires top talent to create a work environment of diversity, professional growth and continuous development. Our workforce is committed to the important service we provide to over one million patients each month. We always strive for excellence and have a strong desire to have involvement with the advances in medicine and the role laboratory services plays within each patient’s life. We never forget that there is a patient behind every specimen we receive.

We are looking for individuals who want to contribute to ARUP's culture of accountability, integrity, service, and excellence. Consider joining our dynamic team.

Essential Functions:

Perform employee hiring, termination, and counseling activities when required and conduct annual performance reviews for direct reports.

Establish and monitor coaching, mentoring, and training opportunities for staff to ensure they have the appropriate skills to be successful in their jobs.

Work with employees to establish a working environment that promotes employee engagement.

Identify and improve gaps or weaknesses in the infrastructure service portfolio. Examples may include compute and storage, system configuration and management, authentication, information security, help desk services, desktop and laptop services, etc.

Prepare an annual operational plan for area of responsibility and ensure alignment occurs with corporate strategic direction.

Prepare, defend, and justify an annual financial budget(s) and manage expenditures against the approved budget(s).

Ensure adequate resource levels are maintained through both staffing and outsourcing to meet current and foreseeable needs within fiscally responsible boundaries.

Collaborate with other IT teams and laboratory management to formulate and implement system management standards, policies, and procedures across the organization.  Monitor for compliance and continually improve the approach.

Support on-going enterprise level operational and engineering projects by collaborating with other IT managers and supervisors to ensure infrastructure and services are meeting organizational demands and expectations (project management, systems development, testing, deployment, monitoring).

Participate in IT governance committees that have oversight responsibility in evaluating, approving, and prioritizing infrastructure and operational requests by providing resource and time estimates, assessing wants versus needs, providing insight on product evaluations, and by providing a mature perspective on project feasibility based on the framework of technical boundaries and an acquired knowledge of ARUP operations.

Effectively use feedback from support teams and end-users to enhance systems/services making them more functional, reliable, and with improved performance.

Provide technical direction by staying abreast of technical innovations and fairly evaluating the long-term success of new technologies and their applicability to ARUP operations and new efforts, which would result in making appropriate recommendations.  Quickly gain knowledge of new chosen technologies to ensure successful implementation.

Other duties as assigned.

Physical and Other Requirements:

Stooping: Bending body downward and forward by bending spine at the waist.

Reaching: Extending hand(s) and arm(s) in any direction.

Mobility: The person in this position needs to occasionally move between work sites and inside the office to access file cabinets, office machinery, etc.

Communicate: Frequently communicate with others.

PPE: Biohazard laboratory environment that requires use of personal protective equipment in accordance with CDC and OSHA regulations and company policies. 

ARUP Policies and Procedures: To conduct self in compliance with all ARUP Policies and Procedures.

Sedentary Work: Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.  

Fine Motor Control: Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand as in handling.

Vision: Having close, far, and peripheral visual acuity to perform a variety of tasks such as make general observations of depth and distance.

Continuing Education: Continual assessment of current literature and best practices.

Experience:

Bachelors Degree and six (6) years of relevant and current Information Technology experience.

Or Associates Degree and eight (8) years of relevant and current Information Technology experience.

Or high school diploma (or equivalent) and ten (10) years of relevant and current Information Technology experience 

Five (5) years of Supervisory experience with multiple direct reports 

Demonstrated management and leadership skills, including 

Willingness and ability to collaborate across IT and business units 

Proactively communicates with all levels of the organization 

Strategic thinking (solves problems for the entire organization) 

Advanced degree in computer, business, healthcare, or related field.(preferred)

Qualifications Education Required High School Diploma or Equivalent or better. Preferred Bachelor's Degree or better. Associates Degree or better. Experience Required Bachelors Degree and six (6) years of relevant and current Information Technology experience OR Associates Degree and eight (8) years of relevant and current Information Technology experience OR high school diploma (or equivalent) and ten (10) years of relevant and current Information Technology experience Five (5) years of Supervisory experience with multiple direct reports Demonstrated management and leadership skills, including: Willingness and ability to collaborate across IT and business units; Proactively communicates with all levels of the organization; Strategic thinking (solves problems for the entire organization) Preferred Demonstrated ability to mentor, support, and prepare teammates for future growth opportunities. Experience leading teams through change. Has Practical knowledge and hands-on involvement in managing, delivering and optimizing IT services using ITSM practices and frameworks. Management experience in one or more of the following areas A. IT Desktop Support B. IT System Administration C. IT Application Support D. IT Operations Support Experience managing or overseeing departmental and/or enterprise level projects. Advanced degree in computer, business, healthcare, or related field Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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