Radiology Partners

POSITION SUMMARY

Radiology Partners is seeking an IT Field Services Director that will be responsible for coordinating and directing teams of IT Field Services Specialists. To be successful in this position, one must ensure efficient and timely delivery of field service operations and maintain high customer satisfaction levels.  The IT Field Services Director role is a critical member of the IT organization overseeing technical operations in support of RP radiologists.

POSITION DUTIES AND RESPONSIBILITIES

•      Oversees IT field services operations in multiple markets and manages staff in each market

•      Responsible for delivering technology and supporting outpatient clinics, customer sites, and remote work locations to meet the needs and maintain satisfaction of radiologists and other customers

•      Oversees the deployment, maintenance, and support of IT equipment (radiologist workstations, desktops, laptops, monitors, printers, scanners, network devices, kiosks, phones, video equipment, data conferencing, and point-of-sale devices) to maintain security and performance standards in their provisioning to radiologists and other IT customers at their work locations

•      Acts as the primary point of contact for client and vendor stakeholders, providing regular updates on IT operations and addressing concerns promptly

•      Collaborate with various IT teams and vendors to ensure the seamless integration and functionality of IT infrastructure across outpatient clinics and customer sites

•      Ensures all IT field services processes, standards, and policies are thoroughly documented and complied with by IT field services staff

•      Provides technical and configuration support to resolve challenges and performs quality assurance as required

•      For escalated tickets, collaborates and communicates with the various parties involved in incident resolution and service request fulfillment

•      Responsible for meeting IT field services budget

•      Collaborate with senior leadership to align IT field services operations with organizational objectives and priorities

•      Develop and execute strategies to enhance IT field services operations and service delivery processes

•      Monitors key performance indicators (KPIs) to evaluate the performance of IT field service operations and implement improvements as necessary

•      Identifies end-user knowledge articles, catalog items, and tools that can reduce visits to outpatient clinics, customer sites and remote work locations

•      Manages implementation of improvement initiatives which may include skills training, process improvements, and technology enhancements

·        Promotes communication and cooperation among teammates to create a spirit of unity in the department.

·        Works closely with leadership and teammates to improve work relationships, build morale, and increase productivity and retention.

·        Provides day-to-day performance management guidance to direct reports (e.g., coaching, counseling, career development, disciplinary actions).

DESIRED PROFESSIONAL SKILLS AND EXPERIENCE

·        Bachelor’s degree in Computer Science preferred

·        7 to 10+ years of experience managing IT field services in a healthcare/patient environment

·        Knowledge of relevant industry standards including IT service Management

·        ITIL Foundation Certification

·        Working experience with ServiceNow ITSM

·        Proven leadership skills and experience managing and developing teams in different geographical locations

·        Strong communication skills, including the ability to be influential and persuasive with stakeholders

·        Working experience in providing outstanding customer service

25 - 30% travel requirements

Radiology Partners is an equal opportunity employer. RP is committed to being an inclusive, safe and welcoming environment where everyone has equal access and equitable resources to reach their full potential. We are united by our Mission to Transform Radiology and in turn have an important impact on the patients we serve and the healthcare system overall. We hold that diversity is a key source of strength from which we will build a practice culture that is inclusive for all. Our goal is to empower and engage the voice of every teammate to promote awareness, compassion and a healthy respect for differences.