Working Title: IT Support Services Manager. Position #: 1577 OSP Classification: Salary Grade: 31. Supervisor Title: Chief Information Officer

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1 Position Description Employee Name: Working Title: IT Support Services Manager Position #: 1577 OSP Classification: Salary Grade: 31 Supervisor Name: Supervisor Title: Chief Information Officer Department: Information Technology FLSA Status: Exempt Non-exempt Non-Clinical Clinical Primary Purpose of Position: This position manages and leads the IT Support Services Unit which is an advanced technical team that provides customer support, internal helpdesk tracking and monitoring, and business process analysis. Role and Responsibilities IT Support Services: Manage IT Support services including supervision of those staff. Ensure effective and appropriate customer service including the internal helpdesk tracking software. Develop procedures that outline how problems are identified, documented, assigned and corrected. Analyze performance of IT Support Services activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems. Manage the processing of incoming calls to the Helpdesk via both telephone and to ensure courteous, timely and effective resolution of end user issues. Develop and enforce request handling and escalation policies and procedures. Establish problem resolution expectations and timeframes. Track and analyze trends in Help Desk requests and generate statistical reports. Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations. Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency. Attend training seminars, conferences and trade shows to broaden knowledge of current and future IT Support Services issues and technologies. Oversee the development, implementation and administration of IT Support services staff training procedures and policies. Train, coach and mentor IT Support Service Technicians and other junior staff. Manage the overall help desk activities and staff. Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary. Monitor incident trends and anticipate potential problems for proactive resolution. Plan, direct, and coordinate business analysis aspects of IT project development. Plan, direct, and coordinate daily activities of the Business/System Analysts team. Schedule, feature, and resource prioritization and status across projects. Project management and team development, in conjunction with other team managers will also be an integral part of the position; the individual will maintain a close working relationship with all IT management staff Monitors and evaluates job performance on an ongoing basis an makes recommendations on staff personnel actions

2 Alpha Software Management and Facilitation: Serve as primary facilitator with Alpha staff regarding system processes, changes, upgrades, and data issues, protecting the best interests of Partners and Partners consumers. Maintain familiarity with configuration settings and processes currently running in Alpha. Serve as Partners Representative on Alpha User Groups communications. Serve as Partners Representative on cross-mco user groups, technical committees and ad hoc groups. Review and approve all enhancement requests. Monitor and participate in resolution of Alpha helpdesk tickets. Communicate changes to Alpha to remain in compliance with Regulatory policies and procedures. Communicate changes, issues, and updates to appropriate Partners staff and committees Monitor accuracy of data interfaces with other agencies and establish new processes as needed Oversee testing policies and procedures for software upgrades and changes and report testing results Determines final approval of readiness for implementation of updated software Back up HIPAA Security Officer: Initiate investigations to meet required time frames in the absence of the HIPAA security officer Approve NC TRACKS logins in the absence of the HIPAA security officer Performs other job-related tasks as required. Work Schedule: Monday Friday 8am 5 pm. This is an exempt position which may require after hours and evening/weekend work conducive to the needs of the organization. Supervision Received: Receives direct supervision from the Chief Information Officer in team meetings, individual sessions and on an as needed basis. Supervision Given: Provides direct supervision to Business Analysts, System Analysts, Computer Support Technicians and Trainer in team meetings, individual sessions and on an as needed basis. Variety and purpose of personal contacts: This position will interact with other members of the IT Department, LME/MCO, providers and vendors. Communications will involve training and support discussions surrounding IT software, support and training. Equipment Used: (Check all that apply) Phone Computer/Lap Top General Office Equipment Vehicle Other (specify): Knowledge, Skills and Abilities: Considerable knowledge of the principles and methods used in obtaining maximum utilization of computing equipment Considerable knowledge of the capabilities and limitations of computers and related peripheral equipment and information technology Working knowledge of current and emerging industry best practice Working knowledge of Partners policies and procedures and Regulatory Agency Compliance Working knowledge of accreditation standards and DMA contract requirements General knowledge of the nature of procedures and problems in the user department Excellent team building skills, strong decision making skills, and demonstrated leadership skills Ability to communicate effectively in oral and written form Ability to establish and maintain effective working relationships Ability to conceptualize designs and methods which can be used to generate ideas

3 Education and Experience Required: Bachelor s Degree with five (5) years of experience in IT Management or Helpdesk Management or an equivalent combination of training and experience that includes (2) years of demonstrated supervisory capacity or departmental coordination responsibilities (which must be evidenced in the description of job duties). Education and Experience Preferred: Bachelor s Degree in Information Technology, five (5) years of experience in IT Management or Helpdesk Management and three (3) years of administrative supervisory experience. Licensure/Certification Requirements:

4 Attestations: Licensure/Certification and Scope of Practice Statement (required for clinical positions): As a condition of my employment, its subsidiaries and affiliates, I will provide written notification to my supervisor and Human Resources immediately upon knowledge that my active license and/or certification as a healthcare professional, is restricted, expired, lapsed, revoked or lost for any reason. I understand that as a requirement of my job, I must hold an active healthcare professional license and/or certification as required by my employer or by law. In addition, I understand the scope of my professional licensure/certification and agree that I may only practice within the scope of my professional licensure/certification. Employee s Clinical Decision Agreement (required for clinical staff): I agree to make clinical decisions based only on appropriateness of care and services, established policies and guidelines, and the existence of available benefits. I agree that my compensation plan does not provide financial rewards/incentives for issuing denials of coverage or service, nor does it contain incentives for encouraging inappropriate utilization. I will discourage underutilization since it can pose health risks to our members. I agree that I will not compromise consumer care nor discriminate against any party involved in a clinical case. I agree to utilize established guidelines to perform decisions. Compensation is not and will not be linked to any decision rendered. If any party identifies a conflict of interest or a perceived conflict of interest, the supervisor or designee must be immediately notified and the case will be reassigned. I understand that unless this agreement is changed, with written acknowledgement by all parties above, I am agreeing to the above terms for the balance of my employment. Employee s Financial conflict of interest (required for all staff): I agree that job related decisions are based solely on the merits of the situation and not related to compensation to me as an employee. I agree that my compensation plan does not provide financial rewards/incentives which are contingent on the decisions that I make. If any party identifies a conflict of interest or a perceived conflict of interest, the supervisor or designee must be immediately notified and the case will be reassigned. I understand that unless this agreement is changed, with written acknowledgement by all parties above, I am agreeing to the above terms for the balance of my employment. Employee s

5 Certifications: Employee s Certification: I certify that I have reviewed this position description, completed by the above named immediate supervisor, and find it to be complete and accurate. I further understand that this position description is not all inclusive and that my employer reserves the right to alter these duties in accordance with agency needs. Supervisor s Certification: I certify that (a) I am the immediate Supervisor of this position, that (b) I have provided a complete and accurate description of responsibilities and duties and (c) I have verified (and reconciled as needed) its accuracy and completeness with the employee. Human Resource Director s Certification: I certify that this is an authorized, official position description of the identified position.

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