Manager of Administration

Our Healthcare client in the NYC area is seeking a Manager of Administration for the 5 month contract through the remainder of the year. They are looking for candidates local to the NYC to work remote-hybrid (Remote based, but able to come onsite as needed, roughly 25% onsite).

Hours

• This will be a remote weekend night shift (Sat 8pm-9am, Sun 7pm-8am, Mon 8pm-8am).
• Consultant is expected to work holidays if necessary as we are a 24/7 service desk.
• Candidates must work EST hours.
  
  

Summary

• The Manager of Administration will provide technical and application support, demonstrate competent IT literacy and ability to support the technology and applications in the functional areas (Clinical, Business Applications, Financial and Infrastructure Applications) the person in this role is responsible for the on-going support at level 2.
• Call center experience is highly preferred - customer service oriented, working through queues and tickets, etc.
• Manage day to day operations, but also technically savvy and can step in - not afraid to answer calls/ tickets.
• ITIL experience is strongly preferred.
• Experience managing union employees is a huge plus.
  
  

General Tasks And Responsibilities Will Include

• Understanding the flow of information through the Financial, Business, Clinical and Infrastructure applications
• Responsible for documenting, researching and troubleshooting reported issues and requests
• Identifies and acts on opportunities for continuous improvement
• Understanding critical business process for supporting EITS Applications
• Assist with the Enterprise Service Desk call volume when needed
• Receive, prioritize, document and actively resolve end user help requests and Incidents
• Triage requests and Incidents to ensure accurate transfers and escalation, per service level agreements (SLA)
• Track open tickets and monitor ticket progress per SLA, close ticket items when resolve
• Follow escalation and paging procedures to ensure SLAs are being met
• Provide support and services to users, seeking to resolve as many tickets as possible at level 1 and 2
• Supervise and monitor staff
• Directs the preparation of departmental budgets in conjunction with other departmental managers.
• Coordinates the activities of the various segments of the department to assure timely and economical completion of projects.
• Directs the preparation of cost estimates for current and proposed projects, reflecting the cost of equipment, man and machine hours required.
• Establishes, reviews and controls documentation standards, including the development and control of forms.
• Directs the collection and analysis of data and reports concerning departmental operations, methods, personnel utilization, space and equipment.
• Monitor daily quality of tickets
• Perform other duties and/or special projects as assigned
  
  

Requirements

• Bachelor's degree highly preferred
• Five years of progressively responsible experience in the fields of administration, office management, methods analysis, systems analysis and documentation, forms designs and control, two of which shall have been in data processing and management information systems
• General knowledge of computer and communication capabilities, E.D.P. applications, systems analysis methodology, data management and information retrieval techniques; or, Satisfactory combination of equivalent experience and education.
  
  

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