Mgr, IT Customer Success

The Manager is the face of IT in all aspects of customer environment and provides oversight for the IT Client Systems, IT Help Desk and IT Client Success Team for all Phoenix Children’s locations and reports to the VP, IT.
The Manager collaborates with the clinical team, physicians, leadership, and analysts to ensure technology operates optimally and seamlessly to enhance the provision of clinical care and daily business operations.
The manager is responsible for delivering clear and concise communication across all areas of IT and the organization, change management and orientation within IT, and oversight/maintenance of the IT downtime processes.
The position is responsible for planning, coordinating and controlling all activities of the team to maintain and enhance systems/customer service relationships and meet organizational and operational objectives.
This position directly supervises the Help Desk Analysts and IT Client Success Team for all Phoenix Children’s locations and future growth.
Position Duties Manages network and system performance across all IT departments and the organization.
Supports 300+ IT Systems and has working knowledge of all systems.
Monitors network and systems for performance, security, and other issues.
Recommends, installs, configures, maintains, and upgrades all computer and networking software and hardware for use in an office, department, or company.
Installs, configures, maintains, upgrades, and troubleshoots files, email, and authentication servers as needed, as well as Internet access and other networked services.
Assists users with software, hardware, and connectivity issues.
Manages and provides leadership to the IT Help Desk And Client Success Teams Determines staffing requirements for teams work activities.
Hires and trains new staff.
Supervises direct reporting staff according to overall company policy.
Sets employee goals and objectives on an annual basis.
Develops staff to maximize potential by meeting with staff one on one regularly.
Monitors staff performance including regular performance reviews.
Prioritizes and delegates work duties to staff.
Allocates use of available resources between projects and production support.
Monitors and assists staff with work progress.
Participates in departmental strategic and budget planning processes.
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Communicates organizational news and updates with staff.
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Consistently demonstrates accountability, is self directed, demonstrates outstanding communication skills, customer service, and builds trust by always following up.
Leads, promotes, and delivers excellence in customer support and service.
Provides high quality customer service through courteous and professional communication.
Supports and maintains effective relationships by overseeing the defining, documenting, and management of the processes for incident, request, and problem management.
Gathers and analyzes data to benchmark and measure proficiency of Phoenix Children’s IT Systems and equipment, customer service delivery, and first time incident/request resolution.
Partners with IT leaders and customers to establish SLA’s, ensure they are met, and report on them.
Provides support for our customer success and field services team that provide front line support in the patient care environment.
Support includes, but is not limited to endpoint equipment, clinical application support, business application support, and network infrastructure support.
Seeks opportunities to enhance knowledge on existing products / processes with staff and schedules training for team members and while concurrently reporting opportunities to peers and leaders for organizational improvement.
Oversees IT Departmental Orientation and provides opportunities for outside IT employees to observe orientation.
Collaborates with each team in IT to deliver central service offerings for the department.
Facilitates the change management process across IT, which includes assisting in maintaining ongoing content, training other team members, and developing new innovative methods to align with industry trends.
Oversees the IT downtime process.
Communicates downtimes to all of PCH departments, escalates as needed, develops and maintains overall IT downtime process.
This includes participation in Disaster Recovery and Business Continuity exercises.
Partners with teams to successfully manage, triage, troubleshoot, and resolve issues for our customers.
Performs miscellaneous job related duties as requested.
Phoenix Children's Mission, Vision, & Values Mission To advance hope, healing and the best healthcare for children and their families Vision Phoenix Children's will be the leading pediatric health system in the Southwest, nationally recognized for exceptional care, innovative research and advanced medical education.
We realize this vision by: Offering the most comprehensive care across ages, communities and specialties Investing in innovative research, including emerging treatments, tools and technologies Advancing education and training to shape the next generation of clinical leaders Advocating for the health and well-being of children and families Values We place children and families at the center of all we do We deliver exceptional care, every day and in every way We collaborate with colleagues, partners and communities to amplify our impact We set the standards of pediatric healthcare today, and innovate for the future We are accountable for making the highest quality care accessible and affordable