Overview:
Digital Products and Services team members are responsible for securely managing information systems throughout their lifecycle, including; knowing what information systems are within their scope of responsibility, understanding what sensitive data is stored, transmitted, or processed on those information systems, enforcing the security principles of least privilege and least functionality, knowing what events may constitute an information security incident, and understanding their role in security incident response activities.
The Novant Health Field Services team provides comprehensive life-cycle end-user device services that support our team member's ability to deliver a remarkable patient experiences every time. We provide world-class customer experiences, seeking to delight our team members by understanding their needs, providing the right solution the first time, preventing issues from occurring and timely resolution of problems if they arise. We provide on-site and remote services to every team member, supporting over 50,000 corporate devices, including computers, laptops, printers, and mobile devices across the organization and multiple states, whether they work at one of our facilities or from home. Plan, prioritize, and manage field service activities; prioritize tasks and assign team members to ensure that the team's resources are used effectively and that customer service agreements are fulfilled. Develop, evaluate, and review technical service procedures and standards; monitor the cost and effectiveness of activities to optimize resources, prioritize spending, and achieve timeliness, reliability, and customer satisfaction standards.
Responsibilities:
Essential Functions
LEADERSHIP
* Provides consistent and fair oversight. Provides operational leadership and guidance for all core processes. Creates a system for ongoing education and team member development. Ensures team members have valid licensure/credentials or other certifications if applicable. Embraces change necessary to improve efficiency and/or effectiveness and creates an environment for change/transition by empowering leaders and team members. Utilizes appropriate decision-making strategy: command, consultative, or consensus. Acts with honesty and integrity showing and speaking with respect for the rights of others, human dignity, local culture and with regards to Novant Health's mission, vision, and values. Demonstrates leadership skills including problem solving, delegation, and time management/organization. Provides oversight for process improvement projects. Identifies and facilitates removal of barriers identified that exist and impede established goals. Identifies resources required to achieve goals if current resources are insufficient. Focuses on collaborative partnerships to optimize key clinical and financial outcomes. Delegate responsibilities when applicable to foster the growth and cross-train team members.
COMMUNICATION
* Creates an environment that supports and respects diversity to promote creative problem solving. Communicates the value of activities within the organization and community to gain cooperation and collaborative partnerships. Values team member engagement and team member satisfaction. Connects the dots for team members by communicating how the department fits into the organization and its relationship with internal and external resources, risks, goals, and expectations. Consistently models Novant Health's Mission, Vision and Values. Actively communicates and engages team members to improve systems. Ensures timely delivery of information delivered to appropriate audience.
BUSINESS ACUMEN
* Maintains organizational policy and procedure, including rules of conduct. Provides project/process consultation to team members. Is innovative and thinks out of the box. Shows imagination through creative solutions. Displays interest and willingness to try new things; takes risks. Evaluates department data and determines whether the desired outcomes are being achieved. Develops and seeks approval for yearly operational budget and monitors department budget closely.
QUALITY IMPROVEMENT
* Demonstrates knowledge of process improvement principles and applies appropriately to improvement activities. Monitors quality of DPS's core processes. Manages the interdependence of processes both within and external to the department. Consistently reviews core processes, looking for improvement opportunities. Embraces change and acts as a change agent. Seeks opportunities to engage in educational opportunities as it relates to best practice, legal and regulatory changes. Coordinates the development of goals, objectives, and action plans to achieve team member education and development. Monitors team member satisfaction results and works with direct reports and human resources business partner to develop action plans on areas of improvement. Monitors department data to help with understanding department strengths and weaknesses and opportunities for improvement. Reviews and updates job descriptions, department policies/procedures and other documents.
CUSTOMER SERVICE
* Holds team members accountable for customer service standards and ensures service recovery when needed. Ensures team members respond to customers in a timely manner. Monitors customer satisfaction scores and makes changes for improvement.
HUMAN RESOURCES
* Provides ongoing informal and formal feedback to direct reports, and partners with the Supervisor(s) of Field Services for indirect reports, consistent with organizational policies and procedures. Coaches team members in developing plans to achieve career goals. Monitors, evaluates, and coordinates workload trends and manages resources to meet department needs. Coordinates planning for human resource needs based on productivity and workload. Continually seeks to implement activities that reduce team member turnover rate.
FINANCIAL
* Manages positions within the department to achieve quality and productivity while adhering to the budget. Determines and seeks appropriate approval for operational budget. Manages and oversees the departmental budget (measures, monitors, and balances human and material resources). Develops strategic plan, writes proposal, and seeks approval for necessary identified resources. Oversee lifecycle management of equipment, including asset and inventory management to ensure that Novant Health resources are appropriately utilized and accounted for.
Qualifications:
Education
* 2 Year / Associate Degree Required Progression through the organization will require a Bachelors Degree
* 4 Year / Bachelors Degree Preferred
Experience
* Minimum of 6 years related experience and experience leading teams
Licensure
* Microsoft, CompTIA, and/or Technical Industry Certificates Preferred
Additional Skills/Requirements
* Ability to partner with key team across the business to drive technical projects/initiatives and develop partnerships.
* Ability to communicate the team's objectives and plans internally and to our business partners across the organization clearly and consistently.
* Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy]]
* Ability to establish and report on key performance indicators against service level agreements to ensure systems and operations are meeting desired performance levels.
* Ability to lead testing and evaluating new endpoint technologies to ensure we are providing the best solutions to our team members.
* Professional communication (both oral and written), documentation, and interpersonal skills.
* An affinity for providing exceptional customer service and continuous improvement.
* Strong working knowledge of EMR field deployed computing solutions and their software dependencies.
* Experience with end computer hardware, software, and networking systems.
* Working knowledg
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