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Department/Unit:

AMHS - Telecommunications

Work Shift:

Day (United States of America)

Salary Range:

$86,650.99 - $134,309.04

The Manager of Information Technology - End Use Support is responsible for the design, installation, configuration, documentation and support of the end-use technical environment. This includes the placement of all of the physical equipment such as desktops, laptops, mobile workstations, and phones and the management of same and related staff within and without a centralized call-center structure. Provide leadership in support and troubleshooting of problems in the end-use environment. They will assist in the assessment of new technologies. Participate in the planning, testing, and plans for hardware/software changes to the environment. They are responsible for hiring, firing, performance appraisals, yearly performance reviews, and the training and professional development of all related staff

Level IThe Manager of Information Technology, End Use Support – Level I will:• Assist in the overall design of Albany Med’s corporate enterprise end-use technology environment;• Mentor reporting staff – Level I, II, III, IV to assemble, build and configure end-use technology to pre-established design standards and complete associated documentation;• Monitor day-to-day performance, troubleshoot problems and outages, participate in scheduled upgrades and collaborate with architects on end-use technology optimization;• Secure end-use technology and systems by enforcing policies, and defining and monitoring access;• Manage plans for upgrades to end-use technology to the latest stable versions and platforms;• Be responsible to support and maintain of end-use technology. • Be expected to support customers on a daily basis. Responsibilities include:o Act as a liaison between customer and vendor to solve software/hardware problemso Participate as necessary in the application and server environment with regard to problem identification, logging and resolutiono Provide education for customers with regard to Albany Med’s end-use technology. o Provide and manage offsite support of remote customers. The Manager of Information Technology, End-Use Support – Level I will also: • Perform at or above the Information Technology performance standards• Fulfill department requirements in terms of providing work coverage and administration notification during periods of absence (personnel illness, vacation, education, etc.)• Adapt to changing work priorities and a fast-paced environment while maintaining a professional attitude.• Maintain confidentiality at all times.• Work independently on projects and ask for support when necessary.• Work additional hours as needed. • Perform other duties or assignments as designated by management

Supervision• Oversee and monitor work of subordinate staff - Level I, II, III, IV

Contact with others• Primary contacts will be internal to Information Technology• Contact with other Albany Med departments will be limited and in support of job specific activities or in the supervision of projects. Potentially lead and/or facilitate conversations with customers on requirements. Be able to present solutions and findings to customers and executives.• Contact with vendors will be expected in support of problem resolution or future product functionality• Contact with others outside Albany Med will consist of engagement in job specific forums/organizations for technical collaboration, and potential collaboration with other health care organizations

Thank you for your interest in Albany Medical Center!​

Albany Medical is an equal opportunity employer.

This role may require access to information considered sensitive to Albany Medical Center, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that:

Access to information is based on a “need to know” and is the minimum necessary to properly perform assigned duties. Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose. Reasonable efforts, consistent with Albany Med Center policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.