Senior Manager IT Support
Primary Location Corona, California
Worker Location Onsite
Job Number 1275603 Date posted 04/25/2024
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Description:
This Sr. Manager level employee is primarily responsible for managing the service delivery process and outcomes for product support, developing the process and procedures for the setup of computer systems, and managing relationships with third party hardware and/or software vendors.
Job Summary:
This Sr. Manager level employee is primarily responsible for managing the service delivery process and outcomes for product support, developing the process and procedures for the setup of computer systems, and managing relationships with third party hardware and/or software vendors.
Essential Responsibilities:
- Manages designated units by translating business plans into tactical action items; communicating goals and objectives; ensuring all policies and procedures are followed; overseeing the completion of work assignments; assuming responsibility for decision making; aligning team efforts; building accountability for and measuring progress in achieving results; incorporating resources, costs, and forecasts into unit plans; removing obstacles that impact performance; guiding performance and developing contingency plans accordingly; partnering with key stakeholders and business leaders to ensure products and/or services meet requirements and expectations while aligning with departmental strategies; and influencing units to operate in alignment with business objectives.
- Pursues professional growth and provides developmental opportunities for others by soliciting and acting on performance feedback; building collaborative, cross-functional relationships; hiring, training, and developing talent for growth opportunities; delegating tasks and decisions; fostering open dialogue amongst departments; strategically evaluating talent for succession planning; setting performance management guidelines and expectations across units; and working closely with employees to set goals and provide open feedback and coaching to drive performance improvement.
- Manages recurring and escalated problems.
- Manages troubleshooting efforts to identify and rectify problems.
- Manages efforts to analyze and prioritize incoming requests and alerts.
- Manages the service delivery process and outcomes for first, second, and third level support for products and applications by taking accountability for resolution of systems issues.
- Follows and manages the development of standard operating procedures.
- Reviews and approves resolution proposal to prevent issue recurrence.
- Defines and manages key performance indicators (e.g., performance, availability, capacity)
- Promotes and ensures compliance in the use of a knowledge repository for technical support.
- Defines and manages procedures for incident escalation.
- Manages execution of disaster recovery, and business continuity processes and events.
- Manages after hours on call support.
- Manages the process for tracking and documentation by reviewing and updating documents, as appropriate.
- Manages analysis of incident data and trends to help prioritize efforts to improve system availability and performance.
- Reviews and approves departmental and enterprise changes to the production environment, according to established change control processes.
Minimum Qualifications:
- Minimum two (2) years supervisory experience.
- Bachelors degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field and Minimum eight (8) years IT experience in a support or operations environment. Additional equivalent work experience may be substituted for the degree requirement.
Additional Requirements:
- N/A
Preferred Qualifications:
- Three (3) years of work experience in a role requiring interaction with senior leadership (e.g., Director level and above)
- Two (2) years managing operating budgets and/or project financials.
Primary Location: California,Corona,Corona Data Center
Scheduled Weekly Hours: 40
Shift: Day
Workdays: Mon, Tue, Wed, Thu, Fri
Working Hours Start: 08:00 AM
Working Hours End: 04:30 PM
Job Schedule: Full-time
Job Type: Standard
Worker Location: Onsite
Employee Status: Regular
Employee Group/Union Affiliation: NUE-IT-01|NUE|Non Union Employee
Job Level: Manager with Direct Reports
Specialty: Operations and Support
Department: KPIT ADMIN - ITO IPS DCO FM CDC - 9601
Pay Range: $137800 - $178310 / year
The ranges posted above reflect the location in the job posting. The salary range may vary if you reside in a different location or state than the location posted.
Travel: No
On-site: Work location is on-site (KP designated office, medical office building or hospital).
Worker location must align with Kaiser Permanente's Authorized States policy.
At Kaiser Permanente, equity, inclusion and diversity are inextricably linked to our mission, and we aim to make it a part of everything we do. We know that having a diverse and inclusive workforce makes Kaiser Permanente a better place to receive health care, a more supportive partner in our communities we serve, and a more fulfilling place to work. Working at Kaiser Permanente means that you agree to and abide by our commitment to equity and our expectation that we all work together to create an inclusive work environment focused on a sense of belonging and wellbeing.
Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status. Submit Interest
Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status. Submit Interest
