Customer Technologies Team Lead


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Job Number 48434
Posted 7/17/2017
Account EMHS
Department Infrastructure Services
Location EMHS - EMMC Campus, Bangor, ME 04401
Schedule Regular Full-time
Shift Day
Hours 8AM - 4:30PM
Job Details Job Summary:

Supervisor and technical lead of the EMMC Region Technology Support Services group that deploys, supports, and maintains all end-user technology as defined in the departmental services portfolio. Oversees technical problem and project management for the regional end-user environment.

Job Functions and Duties:

· Supervisor and technical lead of the EMMC Region Technology Support Services group that deploys, supports, and maintains all end-user technology as defined in the departmental services portfolio. Oversees technical problem and project management for the regional end-user environment.

· Resolves issues for customers and technical teams and escalates to Regional Technology Support Services Manager when appropriate. Ensures employee and business issues are resolved in a satisfactory and timely manner consistent with all company polices and expectations. Responsible for the quality and the timely completion of team projects as assigned. Coordinates work requests, technical project and resource planning, and acts as the regional technical lead.

· Provides excellent customer service to all levels of employees including customers, peers, and leadership.

· Prepares, leads and documents regular team meetings as required by Manager. Supervises assigned staff including preparing and executing reviews in conjunction with Manager. Educates the team on changes, processes and new materials. Regularly monitor progress of staff, to ensure they are aware of and practicing these changes.

· Works with other EMHS Infrastructure Services groups to coordinate installation and maintenance of various on premise infrastructure hardware and software.

· Develops relationships with other leads, managers, organizational leadership, medical staff, customers, and employees. Incorporates input from stakeholders during planning and implementation of service delivery changes. Serves as role model to staff in dealing with conflict, providing effective communication and exhibiting professionalism.

· Participates in the recruitment, orientation, and supervision of regional technical staff. Sets expectations, conducts performance appraisals, and takes corrective action when needed in conjunction with Manager. Recognizes staff for worthy performance. Evaluates cross-training requirements and implements training programs as appropriate.

· Familiar with all applicable EMHS and departmental policies and procedures and monitors user compliance in these areas. Maintains an active program of self-study and learning to enhance professional skills and to stay current with advances in software and technology.

Job Requirements:

• Bachelor Degree and 6+ years of experience in a Computer Technology or related technical field is required, or in lieu of degree, an equivalent of 4 additional years' experience (10+ years total) in Computer Technology or related technical field is required

• 3 years' experience supervising technical staff within client/server environment

• Ability to obtain A+ and Lenovo certification within 6 months; Project+ within 1 year

Other Skills Required:

• Excellent communication and interpersonal skills, a professional business manner and ability to interact with people of differing professional levels. Ability to skillfully manage multiple projects simultaneously and succeed in an environment of competing priorities.

• Leads by delivering on commitments and managing by example. Demonstrates an approachable, consistent, and professional demeanor. Open to varying opinions and constructive feedback. Motivates team members to action. Recognizes and reinforces personal and professional accomplishments. Ensures all interactions and activities are consistent with EMHS mission and values.

• Takes direction, works independently once assigned, and provides supervision to assigned technical staff in the performance of these duties.

• Advanced knowledge of customer hardware and software and how these interact with Microsoft Active Directory and complex networking architectures.

• The ability to effectively present information and respond to questions; the ability to explain technical concepts in lay terms; the ability to read and interpret technical bulletins and software documentation; the ability to write technical reports and procedures.

• The ability to analyze problems, collect data, establish facts and draw valid conclusions; the ability to understand and interpret sophisticated technical concepts.

• The ability to work effectively in a fast-paced team environment; a willingness to learn new skills and take direction from other team members; the ability to organize information and manage time efficiently.

Physical Requirements:

• Works in a normal office environment, requiring the ability to frequently respond to unpredictable situations.

• Must be able to work and think independently.

• Must be willing to travel by air and ground.

• Tolerance for frequent interruptions.

• Must be able to speak and communicate clearly and effectively.

• Must be able to hear speech.

• Must be able to adapt to frequently changing work priorities.

• Must be able to travel to various EMHS sites.

• Participate in periodic on-call rotation.

• Must be able to lift, etc.

Equal Opportunity Employment
We are an equal opportunity, affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, disability status, gender, sexual orientation, ancestry, protected veteran status, national origin, genetic information or any other legally protected status.
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