JOB SUMMARY:

The IT Service Manager plays a pivotal role in maintaining the integrity and effectiveness of our technology ecosystem. This role will provide oversight to our IT Manage Service Provider (MSP) and field service resources. The leadership of the IT Service Manager will ensure that our IT operations align with strategic objectives, delivering excellence to internal stakeholders and customers alike. This position is Monday through Friday with some on-call weekends.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Ensure our IT MSP adheres to contractual obligations, holding them accountable for delivering exceptional service as per our agreements.
• Provide oversight on project-based work undertaken by our IT MSP, ensuring timely completion and adherence to quality standards.
• Evaluate the performance of our IT MSP and internal teams, ensuring alignment with our service level agreements and driving continuous improvement initiatives.
• Collaborate with our MSP and IT leadership to understand strategic goals and key performance indicators, working towards achieving them.
• Enforce adherence to standardized processes and procedures for managing requests, incidents, problems, and changes, fostering operational efficiency and consistency.
• Ensure timely resolution of IT issues to maintain high levels of customer satisfaction and minimize disruptions.
• Conduct ongoing monitoring and analysis of our IT MSP and internal teams' activities, providing insightful reports to key stakeholders.
• Collaborate with various IT teams to ensure effective service delivery, including security management, availability management, and business continuity.
• Identify opportunities for operational improvement, implementing measures to streamline workflows and optimize efficiency.
• Maintain proactive communication with internal stakeholders, keeping them informed of significant issues and resolution strategies.
• Offer hands-on support to our team as needed, extending assistance beyond regular hours to ensure smooth operations.
• Develop comprehensive guides and training materials to empower our team and enhance customer support capabilities.

COMPETENCIES (KNOWLEDGE, SKILLS, AND ABILITIES) REQUIRED:

• Ability to manage contracts and ensure compliance with terms.
• Strong negotiation skills to hold vendors accountable for exceptional service delivery.
• Skill in overseeing projects to ensure timely completion and adherence to quality standards.
• Attention to detail to identify and address deviations from project requirements.
• Ability to evaluate team performance and identify areas for improvement.
• Skill in aligning team goals with service level agreements and driving continuous improvement initiatives.
• Strong communication skills to collaborate effectively with MSP and IT leadership.
• Ability to understand strategic goals and key performance indicators, working towards achieving them.
• Strong problem-solving skills to ensure timely resolution of IT issues.
• Ability to identify opportunities for operational improvement and implement measures to streamline workflows and optimize efficiency.
• Ability to work independently and in a team environment.
• Ability to work in a fast-paced environment and meet established deadlines.
• Ability to be flexible and adaptable to constant change.
• Ability to effectively handle details with accuracy.
• Ability to manage schedule to ensure work is completed.
• Ability to deliver high quality customer service to internal and external customers by communicating with integrity and compassion.
• Ability to resolve service recovery issues and understand when to escalate to the next level.
• Ability to convey complex subject matter clearly and engagingly.
• Ability to remain calm in difficult situations.

SUMMARY OF QUALIFICATIONS:

Required:

• Bachelor's degree or equivalent experience preferred.
• 5+ years' experience of hands-on system and/or network administration, with 0-3 years of direct team management.
• Proven leadership and management skills

Preferred:

• PMP, or another recognized project management certification

WORKING CONDITIONS:

• Requires the use of office equipment, such as computers, fax machines, telephones, and copiers
• Requires computer related activities for extended periods of time
• Requires the ability to see, hear, speak, write and key
• May require some lifting, bending, and stooping
• May require some travel

RAYUS is committed to delivering clinical excellence in communities across the U.S., driven by our passion for and superior service to referring providers and patients. RAYUS Radiology is built on our brilliant medicine, brilliant team, brilliant technology and services - all to provide the highest level of patient care possible.

We bring brilliance to health and wellness. Join our team and shine the light on Radiology Services!

RAYUS Radiology is an EO Employer/Vets/Disabled.