What are the responsibilities and job description for the Network Operations Manager position at Petaluma Health Center?
Petaluma Health Center's mission is to provide high quality health care with access for all in Southern Sonoma County & West Marin. We pride ourselves on our Patient-Centered care while maintaining an engaging environment for our staff. The Center accomplishes this mission through collaborative, innovative programs, services and referral resources that meet the economic needs of the entire community.
FULL TIME EMPLOYEE BENEFITS:
- 21 Days of Paid Time Off
- 10 Observed Holidays
- Medical Insurance (Entire deductible paid by us!)
- 30 Chiropractor and Acupuncture visits per year included with enrollment in our health insurance plans (Kaiser and WHA)
- Dental Insurance
- Vision Insurance
- Gym Membership Discounts at Active Wellness Center and 24-Hour Fitness!
- 401K Matching after 1 year of employment
- Flexible Spending Account, Dependent Care FSA
- Life Insurance (included at no cost to the employee)
- Long Term Disability (included at no cost to the employee)
- Employee Assistance Program (included at no cost to the employee)
Summary: Supervises and leads the staff of the HelpDesk Team and Network Operations team to ensure the efficient operations, security, and recoverability of the Petaluma Health computer environment (voice and data), desktop computer and peripheral systems. Performs research and provides recommendations regarding support and implementation of new computer and peripheral systems to improve Petaluma Health staff efficiencies and effectiveness. Maintains and creates department operational and strategic plans.
- Manages the IT Help Desk. Responsible for timely prioritization and assignment of requests to the appropriate IT personnel and completion of those requests assigned to HelpDesk staff.
- Develop, track and report weekly on HelpDesk metrics related to staff capacity, break/fix statistics, ticket volume, and other areas as needed.
- Selects, trains, motivates, and evaluates personnel. Establish and monitors employee performance objectives and reviews. Coordinates staff training and education.
- Plans and manages assigned projects to ensure they are completed on time and within scope of established standards.
- Develop, plan, and maintain Standard Operating Procedures and associative documents in functional areas of IT department.
- Participate in development and planning strategy for validation, verification and qualification of IT systems focused on non-infrastructure equipment.
- Manage and maintain the purchase of hardware and software products.
- Coordinate purchasing activities for workstation, laptops, and peripherals.
- Assist in developing an annual IT budget, establish operating priorities, and monitor expenses.
- Investigation and implementation of tools, scripts, and 3rd party software to increase reliability, enhance performance and reduce administrative efforts and costs.
- Performs a wide variety of tasks in software/hardware maintenance and operational support of internal systems.
- Responsible for asset management of user hardware and software licenses.
- Some duties may include backup responsibilities to the HelpDesk staff.
- Provide management reporting related to IT projects, service levels, and support activities.
- Manage HelpDesk collaborations with Infrastructure team in support of internal and external consumers of Petaluma Health Network resources.
- Perform other duties as required.
- Bachelor’s Degree in Computer Science or related field or 8 years of equivalent professional experience
- 5 years of staff management, leadership, or mentorship
- 5 years of 5 or more direct reports preferred
- 3 years of Windows systems administration with O365 support is required.
- Working knowledge of HIPAA regulations for computerized systems preferred.
- Deep knowledge of operating systems (e.g. Windows, macOS, Linux, Chrome OS)
- Working knowledge of endpoint distribution, imaging, and cloning technologies is required.
- Experience with security patch management software and automated software distribution technologies
- Experience supporting Microsoft Office 365, Entra ID, SharePoint, OneDrive, Teams, and Outlook.
- Proficiency in collaboration platforms such as Cisco Webex, Microsoft Teams, Zoom including core features, functions, and integration with business applications.
- Understanding of cloud platforms like AWS, Azure, or Google Cloud, including basic administration and troubleshooting
- Experience building and maintaining a customer facing help desk system
- Experience with ITSM platforms e.g., Service Desk, Jira, Zendesk.
- Experience with ITAM platforms e.g., Lansweeper, PDQ, Fresh works
- Hands-on experience with help desk software and ticketing systems like ServiceDesk, Jira, Zendesk, proprietary systems.
- Knowledge of networking and security protocols including TCP/IP, HTTP/HTTPS, DNS, FTP, SMTP, OSI layer model a plus
- Microsoft Certified (365 or Azure Fundamentals) strongly preferred
- Computer Support {CompTIA A and Network ) strongly preferred
- ITIL Foundation Certification {ITIL -F) preferred
- Current, valid California Driver License
Salary : $115,000 - $135,000