Technical Services Director (Onsite position)

GENESIS HEALTHCARE SYSTEM
 

In order to fill our Mission of serving our community by helping each person achieve optimal health and well-being by providing compassionate, exceptional, and affordable healthcare services, all employees of Genesis HealthCare System must be committed to living the Genesis Mission and Genesis values of Compassion, Excellence, Integrity, Team, and Innovation. All employees must regard themselves as an ‘owner’ of Genesis and keep our patients at the center of everything we do - always. 

Position Details:

Work Shift:

Day Shift (United States of America)

Scheduled Weekly Hours:

40

Department:

IT Technical & Support Services

This position is required to be onsite.

Overview of Position:

The Director of Technical Services aligns the technology vision with business strategy by provisioning and managing state-of-the-art technologies in the most cost-effective and efficient manner. This role is responsible for planning, developing, implementing, and managing technology infrastructure initiatives across the organization. The Director oversees the maintenance and optimization of existing enterprise systems and infrastructure while providing strategic direction on all technology-related issues to support IT operations. This includes ensuring alignment with the values, vision, and strategic direction of Genesis HealthCare System. Additionally, the Director of Technical Services leads the Biomed department, ensuring the effective management and integration of biomedical equipment and technologies to support the organization’s clinical and operational objectives.

ESSENTIAL DUTIES

Strategy & Planning
•    Collaborate with the Senior Director of IT Strategy and Cybersecurity, and other members of the IT Leadership Team to oversee governance processes related to the organization’s architecture, servers, databases, telecommunications, networks, media, mobile technologies, and virtualization (both server-side and client-side).
•    Lead strategic technological planning to achieve business goals by prioritizing technology initiatives and coordinating the evaluation, deployment, and management of current and future technologies.
•    Collaborate with the appropriate departments to develop and maintain a technology plan that supports organizational needs.
•    Identify, manage and mitigate risks proactively at all levels including but not limited project risks, technology obsolesce and cyber/security threats
•    Develop and communicate business/technology alignment plans to the Senior Director of IT Strategy and Cybersecurity and stakeholders.
•    Participate in the development and execution of an enterprise-wide disaster recovery and business continuity plan.
•    Develop and nurture an environment and processes that stimulate innovation and the delivery of innovative solutions using information technology

Acquisition & Deployment
•    Access and communicate risks associated with technology-related investments and purchases.
•    Develop business case justifications and cost/benefit analyses for technology spending and initiatives.
•    Define requirements for new technology implementations and communicate them to key business stakeholders.
•    Review hardware and system software/utilities acquisition and maintenance contracts and pursue master agreements to capitalize on economies of scale.
•    Develop, update, and communicate organizational policies, procedures, and standards for the evaluation, acquisition, implementation, and management of network systems, equipment, software, and emerging technologies.
•    Approve, prioritize, and control projects and the project portfolio as they relate to the selection, acquisition, development, installation and maintenance of major information systems and related technologies.
•    Manage and deliver multiple simultaneous complex, high priority project, high risk, high value projects/initiatives on time and on budget
 

Operational Management
•    Stay current with industry trends and emerging technologies through continuous research, ensuring preparedness for new business processes and system enhancements.
•    Analyze and improve upon technology standards across the organization to maintain a technological and competitive edge within the market.
•    Oversees the creation, maintenance, updating and archiving of all standards and operating procedures in accordance with best practices related to monitoring and troubleshooting all information system technologies 
•    Maintains a high level of awareness and recognition of situations that are possible risk issues and works diligently to mitigate or eliminate risks whenever possible.
•    Manages and leads multiple interrelated projects concurrently as well as manage daily technical infrastructure operations and initiatives
•    Understands functions/features, at a high-level, performed within the major infrastructure technology and actively researches ways to improve technical infrastructure related services to customers
•    Seeks opportunities to promote IT awareness and education across the organization so the IT organization is widely used and broadly accepted.
•    Recruit, retain and manage a team of technical professionals that maintain skill sets necessary to deliver and manage a complex enterprise-wide technical infrastructure 
•    Manage the deployment, monitoring, maintenance, development, upgrade, and support of all infrastructure technologies
•    Act as primary liaison for the company’s technology vision via regular written and in-person communications with the organization’s CIO, executives, department directors, and end users.
•    Creatively and independently provide resolution to technical problems in a cost-effective manner.
•    Develop, track, and control the technical services annual operating and capital budgets for purchasing, staffing, and operations.
•    Supervise recruitment, development, retention, and organization of all technical staff in accordance with Genesis budgetary objectives and personnel policies.
•    Ensure continuous delivery of technical services through oversight of service level agreements with end users and monitoring of systems, programs, and equipment performance.
•    Meet or exceed established system availability targets and design, implement and manage the technical infrastructure required to meet these targets
•    Develops and maintains necessary policies, procedures, work plans checklists and related documents 
•    Ensure full protection of all information assets through the application of best practice policies, procedures, practices and technologies
•    Establish documentation requirements and standards and ensure detailed documentation is maintained for all systems, processes and activities
•    Ensure hardware and software operation adheres to applicable laws and regulations.

QUALIFICATIONS
1.    Master’s degree in an information systems or related field of study preferred
2.    Five (5) years of experience in managing and directing IT teams, with a focus on technical leadership, strategic decision-making, and driving high-performance results.
3.    Three (3) years’ experience in the hospital/health care industry.
4.    Proven ability to function in a “zero” downtime environment with proven experience maximizing system availability.
5.    Extensive project management experience including managing large, complex, high-risk projects
6.    Experience in strategic technology planning, execution, and policy development.
7.    Excellent knowledge of technology environments, including telecommunications, networks, mobile and desktops.
8.    Solid understanding of computer systems characteristics, features, and integration capabilities.
9.    Extensive knowledge of data processing, hardware platforms, enterprise software applications, and outsourced systems, including Epic, Workday, VMware, Citrix, UNIX, Windows Server/Client, Cisco, Dell, Apple iPhone and iPad, Android based technologies, blade servers, and VoIP.
10.    Extensive knowledge and experience with managing technical infrastructures that support enterprise-wide software applications including Epic, Workday, Fuji Synapse, ERP and CRM
11.    Technical experience with systems networking, database administration, system administration, communications, data protection, security, cloud computing, software as a service, mobile devices and user support.
12.    Exposure to business theory, business processes, management, budgeting, and business office operations.
13.    Excellent understanding of project management principles.
14.    Proven experience in planning, organization, and development.
15.    Demonstrated ability to apply technology solutions to business problems.
16.    In-depth knowledge of applicable laws and regulations as they relate to health care and information technology.

PATIENT CENTERED CARE & BEHAVIORAL EXPECTATIONS
1.    Living the Genesis Mission, Vision and Values: 
• Performs work in a manner that is quality focused.
• Treats patients, co-workers, visitors and volunteers with courtesy, compassion, empathy and respect.
• Results oriented and focused on achievement of objectives.
• Acknowledges and responds to the diversity of people and the situation.
• Encourages peers (others) to be owners of change.
• Always makes the effort to anticipate and exceed customer needs and expectations.
• Possesses the ability to engage others with patience and understanding.
• Acts in a manner that creates positive first and lasting impressions.
• Demonstrates the ability to own issues until they are resolved.
2.    Patient Centered Care  (patients/families, physicians, co-workers, all other internal/external customers)
• Introduces self and role…connects with everyone.
• Communicates effectively (i.e. advising others of actions, pertinent information, time durations, etc.) and asks for feedback.
• Asks for and anticipates needs and concerns of others.
• Maintains a positive work environment for staff and a healing environment for patients (i.e. safe, clean, quiet, etc.)
• Maintains the dignity and privacy of each person; manages confidential/sensitive information appropriately.
• Responds to requests in an appropriate and timely manner.
• Exits patient/customer encounters courteously, asking if there are additional needs that can be addressed.
3.    Promotes Patient and Employee Safety 
• Demonstrates safe Patient Handling (i.e. transfers, transport, care administration, nutrition, medication, etc.) 
• Demonstrates safe Materials Handling (i.e. appropriate use and disposal of chemicals, infectious wastes, etc.)
• Demonstrates appropriate knowledge of Infectious Disease precautions and use of proper protective equipment
• Demonstrates Slips/Trips and Falls Awareness.
• Actively contributes to maintaining a safe, clean and quiet environment.

WORKING CONDITIONS/PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

1.    Ability to sit, stand, push, pull, bend, and walk for extended periods of time.
2.    Ability to manipulate technical equipment including portable units, overhead tubes, monitors and other related accessories.
3.    Ability to tolerate stress related to the mental and physical demands of the position.
4.    Possess cognitive ability to manage multiple stimuli.
5.    Possess cognitive ability to assess situational needs and problem solve.

This description reflects in general terms the type and level of work performed.  It is not intended to be all-inclusive, nor portray the specific duties of any one incumbent.

Thank you for your interest in employment at Genesis. Genesis is committed to being an equal opportunity employer. Selection of applicants for employment is based only on qualifications and the requirements of a specific job.