Manager, Field Support (UAE National Only)

Company Name: Cleveland Clinic Abu Dhabi Employment Type: Full Time Monthly Salary: Unspecified Minimum Work Experience: 5-10 Years Minimum Education Level: N/A Listed By: Employer Career Level: Manager Description: Job Description JOB SUMMARY The Field Support manager is responsible for the performance of the field support team in all locations of the hospital 24*7. The manager is also responsible for the availability and deployment of IT hardware and software assets throughout CCAD. PRIMARY DUTIES AND RESPONSIBILITIES  Provides energetic leadership and promotes engagement at all times with an expectation to look at innovative ways of motivating the team and creating team spirit  Ensures a succession plan is in place to recruit competent Helpdesk agents to fulfill needed positions in field support. In turn ensure a development plan is in place to promote competent field support to onsite engineers within the 3rd level support teams  Ensure a project to operations strategy is developed to ensure tasks from 3rd level support are transitioned to field support with training and associated supportive documentation  Reports to the IT Director and CIO on the weekly performance of the field support team using metrics such as incident and service management closure within SLA targets  Ensure SLA targets are met where possible for incidents and service requests  Develops the knowledge management database to ensure the field support have the needed documentation to conduct their role  Co-ordinate training programs for field support from 3rd line support as part of the transition from project to operations  Ensure continuous improvement of processes and procedures within the department to promote efficiency. Identify ways to automate and thus limit the number of manual steps.  Responsible for ensuring the stock levels of IT assets are maintained to meet caregiver requests and are recorded in the TAMIT system  Responsible for ensuring the maintenance of software licenses for record and deployment within the TAMIT system  Establishes and maintains strong partnerships with counterparts from vendors and suppliers  Establishes and maintains strong partnerships with caregiver counterparts  Continually reviews the resource capacity of the team to ensure allocation to jobs is prioritized and effective  Expectation to be on call as required Skills EXPERIENCE REQUIREMENTS  Minimum of five (5) years' experience supporting IT operation field support  Minimum of Three (3) years line management experience  Demonstrated strong background in the development and supervision of IT managers  Strong customer service skills and proven problem-solving skills  Ability to speak and write in English is required  Health care industry experience is required  Managerial and/or supervisory experience is required EDUCATION REQUIREMENTS  Bachelor's degree or technical degree in Information Technology or a related field is required  ITIL Foundation qualified is preferred  Master's degree in Business Administration (MBA) with a concentration in Information Systems is preferred ORGANIZATION-WIDE COMPETENCY ASSESSMENT REQUIREMENTS All employees will embrace the CCAD mission, vision and values and be responsible for adhering to the core values of the institution, including: Patient's First, Collaboration, Mutual Respect, Quality, Patient Safety, Integrity, Cultural Sensitivity and Compassion . All employees are also expected to meet the standards of performance outlined in the Organization-Wide Competencies listed below as applied to the position. Customer Service Orientation includes attitude, behavior, interpersonal skill and problem solving that enable an employee to respond to internal and external customer needs and expectations in a positive manner. Adaptability including teamwork, flexibility needed to fulfill job responsibilities, adapting to changes in work environment and accepting supervisory feedback. Efficiency and Effectiveness includes quantity and quality of desired work, as well as organization skills necessary to perform successfully. Essential Job Requirements includes adherence to all relevant policies, procedures and guidelines affecting the work environment, as well as maintenance of required competencies and communication skills. Managerial Responsibilities includes overall accountability for assigned work group relative to operational goals, personnel requirements and budgetary constraints. DISCLAIMER The responsibilities described on this job description are intended to describe the general nature and level of work being performed by people assigned to this job. These statements are not intended to be exhaustive of all responsibilities, duties, knowledge, skills and abilities required of employees in the position. Final determination of a candidate's qualifications and eligibility to perform the job is at the sole discretion and judgment of the institute/department executive leadership. Job Details Job Location: UAE Job Role: Information Technology Number of Vacancies: 1 Job Department: IT / Medical Informatics / Clinical Engineering Preferred Candidate Career Level: Mid Career