Laboratory Systems Support Manager

Position Summary
Job Functions, Duties, Responsibilities and Position Qualifications:
The Laboratory Systems Support Manager is responsible for managing all aspects of a department’s business operations. The individual will have proven leadership and issue resolution skills with the ability to strategize on multiple levels.
Job Responsibilities

• Administrative functions
• Other
• Manage administrative process for employees, such as time sheets, expense reports, etc.
• Perform miscellaneous duties as assigned
• Management
• Utilize effective management, communication, and leadership skills to manage a team that continuously strives to provide superior customer service.
• Manage internal and external stakeholder expectations by proactively reporting, identifying and escalating risks, and recommending actions and strategies.
• Establish, monitor and manage budgets.
• Manage the Centralized Service Desk by monitoring performance, ensuring growth in responsibility, and developing policies and procedures consistent with ITIL principals.
• Lead best practice process improvement activities to ensure application support is streamlined between various departments with minimal duplication.
• Manage, coordinate and leverage shared resources.
• Function as a business partner, both domestically and internationally, to Sales, IT, Operations and other departments within Sonic Healthcare.
• Plan, assign and direct work; appraise performance, reward and discipline employees, address complaints and resolve issues.
• Manage after hours support rotation.
• Develop and supervise multi-disciplinary teams to ensure quality, timeliness, and client value are captured in customer service.
• Lead or participate in internal, client or cross-functional meetings.
• Define, document and enforce policies and procedures pertaining to issue management, customer management, and documentation activities.
• Lead complex initiatives that create and maintain an effective centralized customer service model throughout the Sonic IT organization.
• Develop, coach and mentor employees to ensure high client satisfaction and promote retention.
• Align all work to company Mission, Values and Vision.
• Ensure workflow progresses efficiently and staff is organized so customer service reaches its maximum potential.
• Manage the Application Support team’s compliance to Service Levels on an average of 90% of support incidents.
• Effectively interact and communicate with internal and external clients.

Qualifications
Education:

• Minimum Bachelor degree in an IT-related field, or equivalent experience preferred.

EXPERIENCE: 3 years’ experience in Management in Information Technology (IT) or equivalent expertise in a related field required.
Knowledge, Skills And Abilities Required

• Skilled at motivating staff
• Demonstrate high self-motivation to achieve results
• Adept at resolving conflict
• Demonstrate outstanding leadership abilities
• Demonstrate a high level of customer service with both internal and external clients
• Ability to balance high quality standards with schedule pressures and demanding environment
• Proficient in the use of the Microsoft Office suite of products
• Exceptional time management skills with ability to prioritize appropriately
• Ability to work independently as well as part of a team
• Excellent interpersonal and communication skills including writing, presenting, listening, and facilitating to all levels
• Demonstrate skills required to resolve highly complex issues in an enterprise environment
• Ability to work on multiple large scale projects
• Ability to coach and mentor staff
• Ability to travel 25% of the time
• Strong sense of responsibility

LICENSE/CERTIFICATION(REQUIRED/PREFERRED): n/a
Scheduled Weekly Hours
40
Work Shift
Job Category:
Information Technology
Company
Sonic Healthcare USA, Inc
Sonic Healthcare USA is an equal opportunity employer that celebrates diversity and is committed to an inclusive workplace for all employees. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, age, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.