JOB SUMMARY:
The Manager – Service Desk and End User Computing works with the Director of Infrastructure & Operations, IT Directors, and Executive Director – Information Technology and the Clinical teams to ensure the strategic and operational goals are realized. S/He will implement and manage IT operations effectively in the hospital environment. S/He also will deliver service support for internal users and related departments. The Manager – Service Desk and End User Computing will empower the team to make evidence-based decisions at a high level and ensure safe patient care is delivered. S/he regularly interacts with Sidra staff at all levels and across all departments.
The Manager – Service Desk and End User Computing leads and manages the overall planning, design, evaluation, implementation, maintenance and utilization of all end user solutions including hardware and software. S/he initiates, develops and implements the end user computing strategy. S/he keeps up with and advises on the implementation of new technology to improve the services delivered to end users. S/he leads and manages the operations team (Service Desk, Desktop Support, Desktop Engineering, Audio Visual and Field Devices Engineers) to maintain high standards of technical support and helpdesk response to deliver standard hardware, software and voice/data solutions. S/he oversees maintenance of information technology end users’ systems (including PC, Laptops, Printers, Peripherals, Audio Visual devices, Mobile devices and LAN equipment), and works closely with the business teams to provide escalated on-site support as appropriate in accordance with Sidra standards, IT policies and procedures.
The Manager – Service Desk and End User Computing is the escalation point for operational issues. S/He exercises consistent judgment to prioritize and address requests from business owners and stakeholders for IT service delivery requirements. The Manager – Service Desk and End User Computing manages the largest team of Infrastructure and Operations (I&O) Department, with a budget of 10 to 30 million QAR annually.
KEY ROLE ACCOUNTABILITIES:
- Takes decisions to provide smooth delivery of IT services to all Sidra end-users working on multiple IT domains and platforms.
- Takes global responsibility in creating and delivering an excellent computing experience to deliver safe patient care and enhance end users experience.
- Initiates and defines the goals of the End User Computing division and contributes to those of the Infrastructure & Operations Department and IM&T Branch
- Directs, designs and manages all aspects of end user computing services
- Acts as a champion of service excellence by modeling the values of Sidra.
- Works with the Director of Infrastructure & Operations, assists with the development of long-term strategy for the Department.
- Develops, implements and maintains strategic roadmap and vision for End User Computing technologies and processes to enable business to do their functions effectively, with less effort and better performance
- Leads and manages large groups of specialists providing support and 24/7 availability to Sidra end users.
- Assures that the End User Computing team operates effectively to meet defined Service Level Agreements and defined customer expectations.
- Innovates, produces, owns and implements IT Service Improvement plans to ensure continuity and cost efficiency.
- Leads and drives the successful delivery of IT Services, including Service Desk Operations and End User Computing based on agreed SLAs and by adopting ITIL framework, managing a huge team of 10 helpdesk resources, and 14 support resources.
- Devises and establishes a delivery model for enterprise IT services that includes policies and guidelines for service definition and business case justification, a service level agreement framework, key performance indicators, and flexible delivery capacity requirements.
- Develops appropriate reporting to track KPIs in the End User environment.
- Ensures that user’s satisfaction is met and maintained according to exceeded and agreed-upon service level agreements and operational level agreements.
- Leads providing IT operation functions to Sidra’s end users based on organization’s standard hardware, software and voice/data solutions.
- Leading the development plans for a large team of 36, and managing their goals setting, mid-year, and year-end reviews and development.
- Oversees all technology operations and evaluates them according to established goals.
- Oversees all Audio-Visual systems support and maintenance. This includes but not limited to: Internet Protocol Television (IP TV), Patient Entertainment System, Public Information Screens, Conference Room Signage, Background Music System, Wireless Clock System, Way-finding System and Portal LED System
- Leads the evaluation, assessment, procurement, installation and life-cycle maintenance of IT hardware and software (includes PCs, Laptops, Printers, VDI, Handhelds, Tablets, Peripherals, Audio Visual devices, Networking equipment, Operating Systems and other business software and application).
- Assesses upcoming technologies and recommend innovative use of new features and technologies related to desktop management with the objective of enhancing end user experience. This includes assessing and evaluating new laptop/PCs models, printers, Microsoft Windows and Office new versions, putting a well-tailored upgrade rollout plans, training plans
- Leads the evaluation of latest technology solutions such as VDI, wireless, mobility, BYOD operations, etc.
- Acts as the primary point of communication between Technology teams, business and vendors.
- Acts as subject matter expert for all inquiries from staff, service providers, and outside vendors with regard to End User Computing.
- Serves as the escalation point of contact for end user issues and problems.
- Builds strong internal relationships to ensure IT is aligned to customer and business needs while prioritizing key initiatives.
- Establishes and manages relationships with vendors, creates and manages effective and cost-efficient contracts, and regularly reviews invoices to finds ways to reduce costs
- Supports stakeholders and departments for IT initiatives or technical expansions based on assessment of their requirement in line with Sidra standards.
- Coaches, mentors and provide directions to departmental team members, promote a growing, transformative IT culture.
- Leads the consultation/training/education services such as data service management and staff training/orientation for standard software’s.
- Ensures quality service is provided through service quality plan documentation and compliance to the Service Delivery Operating Model and processes.
- Leads the development of a service review plan for identification of gaps/issues for further service improvements.
- Identifies the need for upgrades, configurations or new systems and reports to upper management.
- Manages and controls budget and reports on expenditure.
- Adheres to Sidra’s standards as they appear in the Code of Conduct and Conflict of Interest policies
- Adheres to and promotes Sidra’s Values
QUALIFICATIONS, EXPERIENCE AND SKILLS:
ESSENTIAL PREFERRED Education Bachelor’s Degree in Computer Science, Information Technology or related fields. Advanced degree of Healthcare informatics or Information Systems or Management (e.g. Masters/MBA) Experience - 8+ years of experience including 3+ years of management experience
- IT operations and service leadership experience
- Ability to manage a very large team of support engineers, helpdesk agents and desktop engineering, with strong experience in creating shifts and roasters with the minimum number of resources, but in the most effective way of service.
- Demonstrated experience of information technology in the healthcare industry.
- Demonstrated experience to champion efforts that leads to the successful support and integration of systems in healthcare organizations.
- Demonstrated experience in evaluating new technologies, upgrades and migrations
- Demonstrated experience in design and implementation of managed services of Desktop Services
- Demonstrated experience in a hospital environment working in a 24/7 operations and shifts/Rota plan.
- 10+ years of experience with multi-OS platforms (Windows, OSX, Mobile)
- 10+ years of experience with workstation hardware and peripherals
Certification and Licensure ITIL/ITSM and/or Process Improvement Training or Certification
PMP or Prince2 Certification Professional Membership HIMSS Membership Job Specific Skills and Abilities - Ability to align the organizational vision with the IT technology capabilities and strategy
- Ability to set goals and objectives, prioritize, and manage situations to satisfactory completion
- Ability to work with multiple cultures
- Strong interpersonal and communication skills with the ability to communicate technical verbiage to a non-technical audience
- Proactively identify improvement opportunities
- Excellent technical, organizational and management skills
- Experience supporting multi-OS platforms (Windows, OSX, Mobile); physical devices and VDIs
- Good understanding of process orientation, project management techniques, methodologies and best practices
- Demonstrated ability to manage multiple projects at the same time
- Presentation and budgeting experience
- Exhibits strong technical decision making
- Experience in supporting and managing effective voice\video solutions
- Proficiency with Microsoft Office suite
- Fluency in written and spoken English
Sidra Medicine a healthy population is essential to a strong, prosperous society, and throughout 2020, Sidra continued to provide uninterrupted comprehensive specialist healthcare services for children and young people; and exceptional maternity, gynecology, and reproductive medical services for women, previously unavailable in Qatar and the region.” – H.H Sheikha Moza bint Nasser, Chairperson of Qatar Foundation
Sidra Medicine represents the vision of Her Highness Sheikha Moza bint Nasser who serves as its Chairperson. This high-tech facility is home to world-class patient care, scientific expertise, and educational resources.
