JobsEQ by Chmura Logo

Manager, Technical Infrastructure Services

Tampa General Hospital

Location: Tampa, Florida
Type: Non-Remote
Posted on: September 7, 2022
This job is no longer available from the source.
Monday, Tuesday, Wednesday, Thursday, Friday
Submission for the position: Manager, Technical Infrastructure Services - (Job Number: 220002S8)
https://tgh.taleo.net/careersection/jobdetail.ftl?job=220002S8&lang=en
Manager, Technical Infrastructure Services
Facility Profile
TGH is the area’s only level I trauma center and one of just two ABA-verified adult & pediatric burn centers in Florida. With five medical helicopters*, we transport critically injured or ill patients from 23 surrounding counties to receive the advanced care they need. The hospital is home to one of the busiest solid organ transplant centers in the country. TGH is a nationally designated comprehensive stroke center, and has a 32-bed Neuroscience Intensive Care Unit.  Other outstanding centers include cardiovascular, orthopedics, high-risk and normal obstetrics, urology, ENT, endocrinology, and the Children’s Medical Center, which features a nine-bed pediatric intensive care unit and pediatric kidney transplant services. As the region’s leading safety net hospital, Tampa General is committed to providing area residents with world-class and compassionate health care ranging from the simplest to the most complex medical services.
Tampa General Hospital was named the #1 hospital in Tampa Bay by U.S. News & World Report, 2020-2021, and recognized as one of America's Best Hospital's in five medical specialties: Cardiology & Heart Surgery, Diabetes & Endocrinology, Gastroenterology & GI Surgery, Nephrology, and Orthopedics. Tampa General Hospital has been designated a Magnet Hospital by the American Nurses Credentialing Center (ANCC), the highest recognition for nursing excellence, for the fourth consecutive time – an accomplishment that fewer than one percent of hospitals nationwide have earned. TGH is accredited by The Joint Commission and was awarded disease-specific certification in five medical specialties. TGH is also accredited by the Commission on Accreditation of Rehabilitation Facilities (CARF). *Air transport provided by Metro Aviation, Inc.
Department Profile
TGH Information Technologies invests over $100 million annually on technology and services. Over 75 percent of the department’s team members hold professional certification in technology and IT-related functions. Tampa General has earned numerous awards for health information technology, including the prestigious “HIMSS Stage 7 Award”  issued to less than four percent of all hospitals in the country, and Hospital and Health Network's “Most Wired – Advanced” award for the past several years.   TGH’s Information Technologies division earned “Best Hospital IT Department” by Healthcare IT News.
Department Profile
Manages one of the squads that operate and oversees the company’s complex high traffic business critical systems comprised of internet site communications, internal systems, network infrastructure systems, telecommunications, and/or network-based (cloud) production systems.  This manager helps develop and guide team members in the development of plans, designs, implementations, maintenances, and monitoring, scalable local and wide-area network solutions between multiple platforms and protocols (including IP and VOIP).  The manager is the owner of their squad’s work on the underlying production service(s)’ system(s) including the performance, maintenance, support(s)/troubleshoots the network or system issues and oversees the coordination of installation and configurations of such items as appliances, firewalls, servers, routers and switches with appropriate vendors. A manager helps their squad develop tools to automate the deployment, administration, and monitoring of all facets of a production system. The manager leads the squad’s ability to develop and deliver training, and assists with guidance on proposal writing for their squad members. At all times the manager will demonstrates transparency in the role by sharing information, collaborating, and working cohesively as a group with other team members. The manager will be responsible for the growth of team members to help cross-develop their skill sets in all facets of the department's role so they can participate in all facets of production services support.
A TIS Manager will have well-developed technical skills, high-level of partner service-oriented experience, coaching and mentoring approach to staff management and strong metric focused ticketing system experience. The manager will support business goals through strong management and leadership skills. The TIS Manager will gather and analyze metrics to benchmark the squad’s workload/performance and identify trends in submitted issues. Analyzing and identifying trends in issue reporting and devising preventative solutions. Expected to offer suggestions for any noted process improvements and develop the new procedures.
It is expected of the manager work with the squad to promote excellent customer service, effective response times and provide expert insights into general support issues. Enforce quality of service guidelines for dealing with partners, completing services, and overall partner satisfaction. Monitors the incident tracking system, ensure support staff incidents are resolved timely and correctly. Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department.
The TIS Manager is responsible for interfacing with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department. Resolves problem situations in a professional manner. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service. Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service. Speak to individuals or groups of people with poise, voice control and confidence. Respond adequately to inquiries or complaints. Apply principles of logical or scientific thinking to define problems, collect data, establish facts, and draw valid conclusions. Apply common sense understanding to carry out instructions furnished in written, oral, or diagrammatic form.
Additionally, TIS Managers is expected to participate individually and be responsible for the squad’s participation in project planning, documentation, cost analysis, vendor comparisons and works on project implementations. Moreover, the TIS manager works and oversees with the respective squads to enhance and improve system operability. The TIS Manager oversees and reviews tests of all production services and their supporting systems ensuring redundancy, resilience, and failover to ensure up-time standards are fully achieved by the squad. They will be required to provide on-call service coverage with the other team managers. Lastly, a TIS Manager will oversee and conduct the best customer service which consists of sustained; continued successes, teachable interpersonal skills, teachable communications, increased profits in the organization, higher job satisfaction, improved company or organization morale, teachable teamwork, and market expansion of services/products. They are expected to continuously improve themselves, those around them, team members and their squad.

High School Diploma or G.E.D.

Completion and receipt of additional Accredited Technical Training Certificate and/or Four (8) years of systems Support Operations experience installing, analyzing and diagnosing systems hardware and software problems. OR Bachelor’s degree in computer related field and systems Support Operations experience installing, analyzing and diagnosing systems hardware and software problems or Associate’s degree and Two (6) years of PC Support Operations experience installing, analyzing and diagnosing PC hardware and software problems. OR 9 years of systems Support Operations experience installing, analyzing and diagnosing systems hardware and software problems

Certifications Preferred

Any of the following certifications: CompTIA A , Network , Public Cloud Certifications, Citrix CCE-\V-AD, CISSP, CCNA, CCAA, MCSE, MCSA, PMP, Lean Six Sigma, LPIC, RHCSA, VCAP, VCDX, VCP, NCP, and/or ITIL standards certifications

Eight (8) years of related experience on various project involving at least one of the following technology verticals storage infrastructure, data networks and server clustering and server virtualization.

Advanced competencies with basic computer-based programs and job-related applications. Strong interpersonal skills are required to communicate across multiple organizational lines. Strong organizational skills are required to work on multiple simultaneous dissimilar activities. Attention to detail and the ability to work well in group and solo situations is a must.
Criteria for a Successful TGH Manager of Technical Infrastructure Services

Seek to understand the sponsor and customer’s problems or opportunities for improvement from a comprehensive, integrated perspective

Apply systems thinking to create strategies, anticipate problems, and provide short- and long-term solutions

Adapt to change and uncertainty in the project and program environment, and assist the sponsor, customer, and other stakeholders in adapting to these changes

Propose a comprehensive, integrated solution or approach that:

Contributes to achieving the sponsor’s, customer’s and other stakeholders’ strategic mission objectives in a changing environment

Can be feasibly implemented within the sponsor’s and customer’s political, organizational, operational, economic and technical context

Addresses interoperability and integration challenges across organizations, and

Shapes enterprise evolution through innovation

Cultivate partnerships with our sponsors and customers to work in the best interest of TGH

Bring their own and others’ expertise to provide sound, objective evidence and advice that influences the decisions of our sponsors, customers, and other stakeholders
TGH Corporate Center (TGHCORPCTR)
606 w. Kennedy Blvd.
Tampa , 33606
TGH Corporate Center
606 w. Kennedy Blvd.
Information Technology
TGH - Hospital
Sep 7, 2022, 6:01:49 PM
Schedule: Full-time Location(s): Tampa Day Job