Hoag Memorial Hospital Presbyterian is a 511-bed, not-for-profit, acute care hospital located in Newport Beach, Calif. Fully accredited by the Joint Commission on Accreditation of Healthcare Organizations (JCAHO) and designated as a Magnet hospital by the American Nurses Credentialing Center (ANCC), Hoag offers a comprehensive mix of health care services, including Centers of Excellence in cancer, heart and vascular, orthopedics and women's health services. A National Research Corporation Consumer Choice Award endorses Hoag as Orange County's most preferred hospital based on overall quality of health care services and places Hoag in the top five percent of hospitals nationwide. And in a local newspaper survey, Orange County residents have named Hoag the county's top hospital for nine consecutive years.

IT Support Manager – Desktop and Audio Visual

Job Description :

The Support Manager - Desktop/Audio Visual is responsible for providing the organization's customers with desktop and audio visual equipment support and determines needs to provide an overall plan for support. Responsible for desktop and audio visual peripheral hardware and software planning, vendor selection, acquisition, problem resolution, set-up, testing and installation. Organizes and coordinates activities associated with design, deployment and upgrade of desktop and audio visual hardware and software. Responsible for assuring repair, installation, move, add, change of all company supported personal computer and peripheral hardware and software.

Responsible for business strategy and planning to ensure the organization has the appropriate desktop and audio visual support resources, budget, tools, and customer satisfaction metrics needed to provide the highest level of customer service. Establishes quality standards and performance metrics for performance. Monitors and analyzes performance metrics. Reviews content of knowledge based tools, ensures appropriate resources are available to respond to customer inquiries/issues. Develops and implements learning strategies to maintain knowledge and provide growth for personnel. Resolves complex customer issues. Investigates and resolves customer relationship problems.

Regularly interacts with functional groups within the IT organization to communicate and clarify customer requirements and emerging issues or desktop problem trends. Analyzes and determines operational and financial impact of new products, systems and services. Proposes changes or solutions to products, systems and services for optimal business results.

Qualifications :

Required:
· Previous experience managing greater than 1000 desktops using automated software distribution tools
· Five years or more managing an IT Help Desk, desktop field support, customer service and/or production support in muli-platform environments.
· Three years or more in an IT management position.
· Bachelor's degree in Computer Science or equivalent work experience.


Preferred:
· A+ Certification, CNE, MSCE, MSCA, or equivalent certification or experience.
· ITIL Certification.
· Intermediate knowledge of wide and local area network topologies including TCP/IP.
· Intermediate experience with MS Windows, MS Office and other computer software and hardware.
· Experience with help desk tracking, remote support, security and software distribution tools.