Senior Manager IT Support - SSD - KPHC, EPIC

Job Summary:

This Sr. Manager level employee is primarily responsible for managing the service delivery process and outcomes for product support, developing the process and procedures for the setup of computer systems, and managing relationships with third party hardware and/or software vendors.Essential Responsibilities:

• Manages designated units by translating business plans into tactical action items; communicating goals and objectives; ensuring all policies and procedures are followed; overseeing the completion of work assignments; assuming responsibility for decision making; aligning team efforts; building accountability for and measuring progress in achieving results; incorporating resources, costs, and forecasts into unit plans; removing obstacles that impact performance; guiding performance and developing contingency plans accordingly; partnering with key stakeholders and business leaders to ensure products and/or services meet requirements and expectations while aligning with departmental strategies; and influencing units to operate in alignment with business objectives.
• Pursues professional growth and provides developmental opportunities for others by soliciting and acting on performance feedback; building collaborative, cross-functional relationships; hiring, training, and developing talent for growth opportunities; delegating tasks and decisions; fostering open dialogue amongst departments; strategically evaluating talent for succession planning; setting performance management guidelines and expectations across units; and working closely with employees to set goals and provide open feedback and coaching to drive performance improvement.
• Manages recurring and escalated problems.
• Manages troubleshooting efforts to identify and rectify problems.
• Manages efforts to analyze and prioritize incoming requests and alerts.
• Manages the service delivery process and outcomes for first, second, and third level support for products and applications by taking accountability for resolution of systems issues.
• Follows and manages the development of standard operating procedures.
• Reviews and approves resolution proposal to prevent issue recurrence.
• Defines and manages key performance indicators (e.g., performance, availability, capacity)
• Promotes and ensures compliance in the use of a knowledge repository for technical support.
• Defines and manages procedures for incident escalation.
• Manages execution of disaster recovery, and business continuity processes and events.
• Manages after hours on call support.
• Manages the process for tracking and documentation by reviewing and updating documents, as appropriate.
• Manages analysis of incident data and trends to help prioritize efforts to improve system availability and performance.
• Reviews and approves departmental and enterprise changes to the production environment, according to established change control processes.

Minimum Qualifications:

• Minimum two (2) years supervisory experience.
• Bachelors degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field and Minimum eight (8) years IT experience in a support or operations environment. Additional equivalent work experience may be substituted for the degree requirement.

Additional Requirements:

Preferred Qualifications:

• Three (3) years of work experience in a role requiring interaction with senior leadership (e.g., Director level and above)
• Four (4) years corporate healthcare experience.
• Technical experience with KPHC, EPIC (not end user experience)

Primary Location: California,Los Angeles,West Los Angeles Medical Center
Scheduled Weekly Hours: 40
Shift: Day
Workdays: Mon, Tue, Wed, Thu, Fri
Working Hours Start: 08:30 AM
Working Hours End: 05:30 PM
Job Schedule: Full-time
Job Type: Standard
Worker Location: Flexible
Employee Status: Regular
Employee Group/Union Affiliation: NUE-SCAL-01|NUE|Non Union Employee
Job Level: Manager with Direct Reports
Department: Parsons West Annex - Proj Mgmt-Service Area Support - 0806
Pay Range: $143600 - $185790 / year Kaiser Permanente is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not include the value of our total rewards package. Actual pay determined at offer will be based on years of relevant work experience, education, certifications, skills and geographic location along with a review of current employees in similar roles to ensure that pay equity is achieved and maintained across Kaiser Permanente.
Travel: Yes, 50 % of the Time
Flexible: Work location is on-site at a KP location, with the flexibility to work from home. Worker location must align with Kaiser Permanente's Authorized States policy. Kaiser Permanente is an equal opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status.

For jobs where work will be performed in unincorporated LA County, the employer provides the following statement in accordance with the Los Angeles County Fair Chance Ordinance. Criminal history may have a direct, adverse, and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

Consistently supports compliance and the Principles of Responsibility (Kaiser Permanente's Code of Conduct) by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to applicable federal, state, and local laws and regulations, accreditation, and licensure requirements (where applicable), and Kaiser Permanente's policies and procedures.

Models and reinforces ethical behavior in self and others in accordance with the Principles of Responsibility, adheres to organizational policies and guidelines; supports compliance initiatives; maintains confidences; admits mistakes; conducts business with honesty, shows consistency in words and actions; follows through on commitments.

Job duties with at least occasional or possible access to: (1) patients, the general public, or other employees; (2) confidential protected health information and other confidential KP information (including employee, proprietary, financial or trade secret information); (3) KP property and assets, for example, electronic assets, medical instruments, or devices; (4) controlled substances regulated by federal law or potentially subject to diversion.