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Manager, IT Customer Support Services

San Diego, California
Job ID 2355 Date posted 05/22/2019 Schedule Regular Shift Day Hours Full-Time Department IM-Infrastructure; Information Technology


Under the general direction of the IT CTO, the Customer Support Services Manager provides the Information Management division with operational management and oversight for assigned services relevant to Software and hardware associated with end user devices and all services and functions of the End User Services (EUS) staff. As such he/she is responsible for service delivery, program management and directing all technical repair and replacement for all appropriate end user devices. He/she manages all continuous services Programs, Initiatives, Projects and Daily Activities. They provide leadership, both technical and managerial, to staff and establish and manage adherence to standards for systems workstation image(s) development and maintenance of relevant EUS devices. He/she maintains adherence to HIPPA compliance and security requirements and manages all daily activities as well as projects within this assigned area of responsibility. Direct Staff management duties include: 1) Hiring and termination of direct reports. 2) Administration, discipline, evaluation, promotion, salary adjustment, time card management and time off requests. 3) Definition of performance expectations and provisions consistent feedback on an ongoing basis 4) Makes recommendations for career planning, succession planning and development 5) Resolution of interpersonal conflicts between employees and their peers or clients.


Bachelor’s Degree

5 years of experience

Technical and management experience in developing technical solutions, serving as a project manager and serving as a technical lead in daily activities as well as formal project assignments

Experience in defining, developing and implementing organization, process execution and operational Excellence standards

Has effectively managed a team of Information Systems professionals in an integrated environment previously in their career

Has at least five years of experience in fundamentals of hospital organization, management techniques and HIPAA and Security and compliance requirements

Has direct implementation experience within HealthCare Information systems environments like EPIC, Cerner, Meditech, PeopleSoft, PACS and Bio Med systems

Experienced in defining and implementing system upgrades, patching, security agent management, IT inventory management, CMDB functionality and hardware/software license management

Experienced in Project Management including defining and managing internal projects and participation in business projects managed by others

He/She manages and directs all EUS Programs including Two Factor Authentication, EPCS processing, Secure Text Messaging, Electronic Badge Logon, Workstation Image management and patch management, Asset Management and Inventory Control, BYOD and MDM services and Zoom teleconference services and is experienced in all of these areas

End user devices include workstation computers, COWS, Mobile phones, electronic tablets, laptops, scanning devices, printers and label machines, Maarti translation devices, VDI environment, Thin client systems, Citrix accessibility, telemedicine devices, Audio Visual Equipment and Zoom conferencing devices; He/She is experienced with all or the majority of these device types


Master’s Degree

10+ years of experience



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