Sr. Manager of Solutions Center

Job Families:Management Senior Manager Position Title:Senior Manager, National Solutions CenterPosition Description:This position reports to the executive director of the Enterprise Operations, Technical Support Services (TSS) organization. This position is responsible for overseeing the organization that provides Level 2 remote desktop support of Kaiser Permanentes workstations, PDAs, wireless devices, remote software provisioning, and remote management tool support. The Kaiser enterprise currently consists of over 200,000 workstations in over 750 locations in 8 Regions providing information to Clinicians, Patients, and Employees. We deliver HealthCare by ensuring our clinicians are able to access medical records, images, transcriptions, lab results, and more and are available 7x24.Environment:24 x 7 - 2nd, 3rd level supportIncident, change and problem mgmtSR mgmtWindows desktop and laptop supportBlackberry, Treo, Palm, Apple supportProvide training and documentation to the 1st level support groupSoftware product and patch distributionAvailability, utilization, organization performance reportingNature of challenges and problems:Providing the highest quality services in an ever-changing environment to clinicians who have limited time with our membersMaintaining a high degree of motivation, maximizing all training opportunities to maintain technical competence on all hardware/software productsEnsuring timely problem resolution through use of tools and proper processes and proceduresEnsure highest level of security to maintain HIPAA, SOX, PCI, and other regulatory complianceTranslating requests into support requirements to ensure highest levels of satisfactionProvide feedback on issues faced enabling the development of long term solutions that will mitigate future occurrences of a problem and enabling Service Desk to resolve at first point of contactThe identification, analysis, and resolution of potential problems before they are visible to the clientProvide leadership in driving the competency to attain a world-class Operations OrganizationQualifications:Bachelors degree in CS or EngineeringExperience in large infrastructure services, specifically in multi-vendor, multi-technology environmentExperience with problem resolution, conflict management, and management of technical groupsExperience with various hardware, software and application platformsExperience with Microsoft, Lotus Notes, remote management and support toolsSkills Required:Direct the development and implementation of processes, procedures, guidelines and SOPs that support National Solutions Center visionManage all departmental budgeting, accountable for both capital and operating budgets requiring yearly forecasting and monitoring throughout the yearBuild and maintain a talented and motivated technical teamAligns departmental activities with desired strategies required to attain business results for KPEnsure the department is compliant with all process management standardsLead efforts to continuously improve on staff efficiencies and reduce overall operating costsAdministrative and Management dutiesThis position will lead a team of Managers. This Manager will coordinate with other teams to ensure all necessary services are available. As the Senior Manager of National Solutions Center, the position will ensure adherence to standard operating procedures, policies, and regulations. As part of a group that has national Operations accountability, this position will form key peer-level partnerships with other Senior Managers to deliver a high quality service to KP-IT customers.Minimum Work Experience:Requires at least 15+ years supporting large and complex enterprise workstation environments in a multi-platform environment with high visibility. Ability to mentor, lead, and set direction for organization. This Manager will need the ability to communicate issues clearly and logically to peers and to business partners as well as executive team. Strong analytic and critical thinking skills, writing skills, communication skills. Ability to express complex analytical and technical information to senior management.Preferred Work ExperienceConsulting experience, Project Management experience, tools development experience. Have built teams from ground floor, six sigma.For consideration, please reply directly to this posting or go to www.kaiserpermanentejobs.org and apply to Req # 69759.This position consistently supports compliance and the Principles of Responsibility (Kaiser Permanentes Code of Conduct) by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to applicable federal, state and local laws and regulations, accreditation and licensure requirements (if applicable), and Kaiser Permanentes policies and procedures.Kaiser Permanente is proud to be an equal opportunity/affirmative action employer. Additional Information Reference Code: 952244 Position Type: Full Time