PRIMARY FUNCTION:

This Solution Center Manager position will be focused on managing all aspects of the Solution Center. This position is responsible for the 24x7 operations of the Solution Center, managing and directing the activities of ISamp;T staff, and the implementation of training programs and documentation for this staff to support client needs and new initiatives. This position needs to work efficiently and collaboratively within the group and across the organization.

ESSENTIAL FUNCTIONS:

• Manages ISamp;T staff in a healthcare help desk environment
• Manages the 24x7 operations of a Healthcare Enterprise Help Desk
• Provides support and guidance to help desk staff in resolving IT-related issues and questions
• Develops training programs and documentation for clients and support staff
• Provides on-call support for issue escalations
• Works directly and indirectly with partners and clients on projects to determine support scope, requirements, and resources
• Interacts with co-workers, visitors, and other staff consistent with the iSCORE values of Jefferson.

OTHER FUNCTIONS AND COMPETENCIES:

• Keeps current with new IT security technology and policy developments and present options for improvement as required.
• Looks for areas to enhance the productivity and the working atmosphere of the group.

Bachelorrsquo;s degree in Computer Science, Business Administration or related field is required.

Masterrsquo;s degree in Computer Science, Business Administration or related field is preferred.

5 years or more of expanding supervisory experience in a 24x7 healthcare help desk environment is required.

ADDITIONAL INFORMATION:

Working knowledge of ITSM is required. Experience with Service Now is preferred

Working knowledge of Automatic Call Distribution (ACD) systems is required.

Working knowledge of application and network monitoring tools is required. Experience with HP OpenView, HP MOMI, Nagios, IBM TSM Manager, Solar Winds, Cloverleaf Interface Engine, QRadar, and OPNET is preferred.

Experience developing technical documentation is required.

Experience in developing ongoing training programs for staff is required.

Jefferson includes Thomas Jefferson University and Jefferson Health, a dynamic university and health system with broad reach across the Delaware Valley. Jefferson is the second largest employer in Philadelphia and the largest health system in Philadelphia based on total licensed beds.

Through the merger of Thomas Jefferson University and Philadelphia University in 2017, our University includes ten colleges and four schools. We are an NCAA Division II university and an R2 national doctoral university offering undergraduate and graduate-level programs that provide students with a forward-thinking education in architecture, business, design, engineering, fashion and textiles, health, medicine and social science.

Jefferson Health, the clinical arm of Thomas Jefferson University, has grown from a three-hospital academic health center in 2015, to an 18-hospital health system through mergers and combinations that include hospitals at Abington Health, Aria Health, Kennedy Health, Magee Rehabilitation and Einstein Healthcare Network. We have over 50 outpatient and urgent care centers; ten Magnetreg;-designated hospitals (recognized by the ANCC for nursing excellence); the NCI-designated Sidney Kimmel Cancer Center (one of only 70 in the country and one of only two in the region); and one of the largest faculty-based telehealth networks in the country. In 2021, Jefferson Health became the sole owner of HealthPartners Plan, a not-for-profit health maintenance organization in Southeastern Pennsylvania. We are the first health system regionally to create an aligned payer-provider partnership.

Jeffersonrsquo;s mission, vision and values create an organization that attracts the best and the brightest students, faculty, staff, and healthcare professionals, as well as the most visionary leaders to drive exceptional results.

• OUR MISSION: We improve lives.
• OUR VISION: Reimagining health, education and discovery to create unparalleled value
• OUR VALUES: Put People First, Be Bold amp; Think Differently and Do the Right Thing

As an employer, Jeffersonmaintains a commitment to provide equal access to employment. Jefferson values diversity and encourages applications from women, members of minority groups, LGBTQ individuals, disabled individuals, and veterans.