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.

1. Serves as first level of support for Help Desk Services
   • Ensures documentation and tracking of all customer service calls/requests.
   • Maintains a high level of competency on standard PCH computer software, IAM and general understanding of all PCH systems.
   • Maintains competency on PCH hardware and network systems to identify priority and route appropriately.
   • Maintains competency of current A/V systems to keep conference rooms current and needed technology available to meet demands.
   • Gathers and analyzes metrics to benchmark the Help Desk, IAM and A/V workload/performance and identify trends in issues.
   • Offers suggestions for process and technology improvements.
   • Develops new procedures for improved customer support as needed.
2. Promotes and delivers excellence in customer support
   • Interacts with others in a professional and knowledgeable manner.
   • Is helpful and understanding when dealing with IAM, Help Desk or A/V issues.
   • Works within the organization to promote excellent customer support.
   • Enforces quality of service guidelines in dealing with others.
   • Uses 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.
3. Provides front-line supervision of Help Desk and A/V personnel
   • Provides leadership by projecting a positive attitude and motivating learning.
   • Provides thorough orientation and ongoing training on operational procedures and troubleshooting techniques.
   • Performs staff scheduling to ensure appropriate Help Desk, IAM and A/V coverage - both for regular business needs, as well as after-hours support requests.
   • Performs routine duties of hiring, evaluating and managing employee behavior through the disciplinary process when needed.
4. Consistently improves professional performance
   • Seeks new challenges.
   • Is self-directed in identifying resources/learning activities to enhance competence.
   • Demonstrates that new knowledge and skills gained from training are incorporated into actual practice.
   • Recognizes areas for improvement to departmental processes and makes recommendations for improvement.
5. Performs miscellaneous job related duties as requested.

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