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Senior IT Tech Operations Lead

Company: Altais
Location: Oakland
Posted on: April 5, 2021

Job Description:

Job DescriptionAre you looking to build your career in IT Operations & Support and be part of a growing and dynamic team? We've got a great opportunity to be part of a start-up business with the resources and leadership of an experienced next-generation clinical and services organization. We believe that people are our greatest asset and looking for an exceptional IT Tech Operations Lead, Principal to join the Altais Corporate Technology Team and deliver inspired solutions that change the way healthcare is delivered.
As the Senior IT Tech Operations Lead, you will be primarily responsible overseeing the IT Support team for Altais (currently provided by a managed services partner), ensuring we provide exemplary support to our users. In addition, you will also be responsible for various IT Operations functions within Altais, including policies, procedures, and documentation. As part of a cross-functional team, you will work directly with the Enterprise Infrastructure and Technical Operations team as well as Security, Human Resources, and the Product teams. This position is located in our San Francisco Montgomery Street location and will move to our brand new Oakland City Center location in 2021. Responsibilities

  • Manages the IT relationship for assigned service domain.
  • Lead one or more teams of IT Service Analysts that interface with technology managers, technical Leads, and all parts of the IT organization and relevant vendors to deliver services that meet the service need.
  • Directs a matrix of technical services support teams (Incident, Problem, Change, SLA, Readiness, etc.).
  • Develops and implements strategic plans regarding technical service requirements, including service needs analysis, feasibility planning, legacy and emerging services assessments and service process redesign.
  • Works closely with key IT unit managers to acquire service specific expertise.
  • Operates in a consultative role with IT unit managers.
  • Responsible for ensuring that services meet service needs and provide the value as designed.
  • Implements strategic direction for the project, service unit or function.
  • Actively participate in the creation, implementation, management, and continual improvement of a "Shared Services" model in which Altais is supported by both a managed services partner and our parent organization that both provide technical services. This model will likely extend to current and future mergers and acquisitions by Altais.
  • In alignment with the Director, helps revise, craft and implement technology policies including those related to workstations, mobile devices, and accessories.
  • Supports the IT Service Management (ITSM) and ticketing systems as appropriate (FreshService, ServiceNow, Jira), including assisting in the selection, evaluation, implementation, operation, and upgrades, in coordination with applicable stakeholders.
  • Manages company device lifecycle, including forecasting hardware needs, assisting in the procurement process, receiving, inventory, configuring, deployment, on-going support, and retirement.
  • Coordinates with the managed services partner to manage the imaging, deployment, configuration, upgrade, and asset tracking of all devices provided to employees and contractors.
  • Coordinates with the managed services partner on the day-to-day management of the Mobile Device Management (MDM) solutions (Jamf Pro, Intune), including securing lost/stolen devices.
  • Responsible for coordinating with the managed services partner on the deployment of standardized operating system images, including on-going support and maintenance of the master image.
  • Responsible for supporting telephony systems, including equipment such as VoIP phones (RingCentral, WebEx), and meeting room telephony/technologies (WebEx, Microsoft Teams, Teem, Crestron, etc.).
  • Responsible for coordination with Corporate Security team on security badge issuance.
  • Accountable for establishing and adhering to key metrics illustrating the effectiveness of the technical support teams.
  • Troubleshoots and resolves escalated issues. Knowledge and Experience
    • Requires practical knowledge in leading and managing the execution of processes, projects and tactics within Information Technology.
    • Has advanced knowledge and skills including IT, Service Management expertise, service acumen, financial analysis skills, risk management, delegation skills, critical thinking and decision making skills.
    • Typically, requires a BA or BS in Computer Science, Information Technology, Management Information Systems, or related field (or equivalent experience) and a minimum 7-year prior relevant experience, including 3 years of working in a HIPAA/HITECH compliant organization.
    • Minimum 4 years of experience leading diverse functional technical teams.
    • Certification and continued education in technical domain and functional area(s) a plus.
    • Typically has mastery level knowledge and skills with broad understanding of other areas within IT and other business unit areas.
    • Self-directed, works with limited management direction and exercise considerable latitude in determining technical objectives of assignment
    • The ideal candidate has at least 7 years of experience providing technical support to end users, support computing devices in a corporate environment, and possesses advanced technical skills focused on resolving the needs of internal users.
    • Requires a minimum of 5 years of experience working with and managing enterprise systems, including Microsoft Office 365, Microsoft Active Directory, Mobile Device Management platforms (Jamf Pro, Intune, VMWare Workspace One/AirWatch), Windows Server, Group Policies, Remote Monitoring & Management (RMM) platforms, Anti-Virus/Malware products (Sophos Central, CrowdStrike), and endpoint encryption solutions (BitLocker, FileVault, Sophos Central). You Share our Mission & Values
      • You are passionate about improving the healthcare experience and want to be part of the Altais mission.
      • You are bold and curious- willing to take risks, try new things and be creative.
      • You take pride in your work and are accountable for the quality of everything you do, holding yourself and others to a high standard.
      • You are compassionate and are known as someone who demonstrates emotional intelligence, considers others when making decisions and always tries to do the right thing.
      • You co-create, knowing that we can be better as a team than individuals. You work well with others, collaborating and valuing diversity of thought and perspective.
      • You build trust with your colleagues and customers by demonstrating that you are someone who values honesty and transparency.

Keywords: Altais, Oakland , Senior IT Tech Operations Lead, Other , Oakland, California

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