Req#:634144 Manager Client Computing

Hybrid/Remote

Monday-Friday 8:30-5

Johns Hopkins at Keswick

3910 Keswick Road

Baltimore, MD 21211

Position Summary: Reports to the Director within the IT@JH Client Technology Solutions (CTS) organization and is responsible for the development and ongoing support of client devices within the Johns Hopkins environment. The Manager, Client Computing works with application development managers, other infrastructure support teams, LAN Administrators, Client Specialists, and other leaders within CTS to ensure the most effective and efficient means for managing LANs is integrated into the environment. This position ensures that centralized processes are designed based upon customer requirements and in conjunction with customer input, including automated data and software distribution mechanisms, distributed security products, network back-up mechanisms, hardware and software asset management capabilities, etc. The role determines the requirements for end user training programs, provides leadership, motivation, and direction to staff, builds teamwork, and fosters staff cohesion and establishes and monitors project schedules and ensures adherence to work deadlines.

Other responsibilities include holding staff accountable for meeting service levels associated with requirement developed through the various methods outlined, participating in planning and effectively communicates goals and objectives and allocates resources to accomplish goals and objectives through staff. This position also requires the candidate to be adept in explaining complex technical processes to lay persons to facilitate understanding of various technologies being implemented in the environment.

The position’s primary responsibility is to manage the support of the Johns Hopkins Community Physicians’ locations and Johns Hopkins Regional Physicians’ locations which span Harford, Baltimore, Ann Arundel, Howard, Montgomery, and Frederick counties, Baltimore City, Washington DC, and Northern Virginia. To that end, it will be required to commute to these sites periodically for various projects and to serve as a liaison and/or escalation point of contact between the practice staff/leadership and Client Technology Solutions.

Education: Bachelor's degree in a related technical field. Additional experience may be subsitutued for education.

B. Knowledge:

• Excellent written and verbal communication skills and a positive customer service attitude.
• Demonstrated ability to establish and meet work schedules within limited time frames and under tight deadlines.
• Demonstrated experience dealing with a diverse customer set with differing goals and the ability to pull customer needs together into a strategic plan.
• Knowledge of networking technologies and client applications software.
• Knowledge of Microsoft Windows and/or Apple OSX operating systems.
• A strong technical understanding of networking protocols and technologies, Microsoft Windows Operating Systems, Apple OSX/iOS, PC software setup and installation, software distribution and management products, and client device hardware connectivity.
• Strong understanding of LAN network operating systems and connectivity issues
• Excellent understanding of current and emerging technologies, operating systems and connectivity issues.

C. Skills:

• Excellent written and verbal communication skills and a positive customer service attitude.
• Demonstrated ability to establish and meet work schedules within limited time frames and under tight deadlines.
• Prior experience leading other initiatives related to strategic LAN and/or workstation products working as a project leader or an alternative leadership role.
• Specific experience working with development efforts involving Web based technologies is desired.

D.

E. Work Experience:

• Minimum of six- years of experience with the integration aspects of desk top computing devices and software across large scale networks comprised of multi-vendor hardware and software platforms, and various mainframe host processors.
• Minimum of one-year prior management experience or two years prior experience leading projects or cross-functional teams.
• Previous Health Care experience is desired.
• Knowledge of Hopkins LAN environment preferred

Machines, Tools, Equipment:

• Knowledge and mastery of information systems to support operational activities.

1. Authority/Decision Making Level:

• Recommends business solutions to customers and management.
• Proactively anticipate issues to prevent or minimize concerns and effectively provide conflict resolution
• Prioritizes and organizes work to meet goals.

1. Supervisory Responsibility:

• Supervision and oversight of team operations
• Manages staff performance and has responsibility for team recruitment and performance management
• Mentors and develops staff

Problem Solving

• Formulates business problem solutions using technology.
• Facilitates customer system issue resolution by clarifying the issue and allocating the appropriate resources to effectively and efficiently bring the issue to closure.
• Uses system knowledge and performs critical thinking to evaluate and resolve technical or procedural problems.

Information Management

• Monitors and reviews status reporting for projects, service requests, issues and problems.
• Brings issues to closure and prevents future issues by planning for continuous operational improvements based on effective assessment of these reports.

Working Conditions

• Works in normal office environment where there is little discomfort to extremes of dust, noise, and temperature.
• Frequently involves working under tight deadlines and for extended hours.
• Work frequently produces a high level of mental/visual strain due to deciphering codes or printouts and use of CRT for extended period of time.
• Work onsite in the hospital presents possible exposure to communicable diseases and hazardous materials, with little likelihood of harm if established precautions are followed.