Organization Overview, Mission, Vision, and Values

Our mission is to improve the health of people in the communities we serve through compassionate, high-quality care, prevention, and wellness education. Washington Regional Medical System is a community-owned, locally governed, non-profit health care system located in Northwest Arkansas in the heart of Fayetteville, which is consistently ranked among the Best Places to live in the country. Our 425-bed medical center has been named the #1 hospital in Arkansas for five consecutive years by U.S. News & World Report. We employ 3,400+ team members and serve the region with over 40 clinic locations, the region’s only Level II trauma center, and five Centers of Excellence - the Washington Regional J.B. Hunt Transport Services Neuroscience Institute; Washington Regional Walker Heart Institute; Washington Regional Women and Infants Center; Washington Regional Total Joint Center; and Washington Regional Pat Walker Center for Seniors.

Position Summary

The role of the Network Operations Manager reports to the Director of Technology and Development. This position is responsible for network service delivery and the operational performance, maintenance, and reliability of the enterprise technology infrastructure. This position is responsible for the efficient and productive management of key operational network resources across various disciplines within the Technology Services group. This position will be responsible for providing organizational, leadership, customer service, communications, and interpersonal skills with the ability to motivate teams to excellence while driving successful outcomes in a fast-paced environment. This position will work closely with the Director of Technology, peer IS&T managers, and technical architects to enable business capabilities while maximizing value and minimizing risk.

Essential Position Responsibilities

Operations

• Ensure efficient delivery of Network service operations across the enterprise
• Oversee scheduled patching, backup, and maintenance programs
• Maintain desired state configuration across production environment
• Develop and enhance consistent and continuous ITSM process and procedure
• Regularly test and review emergency plans and procedures
• Identify risk and collaboratively develop adequate control objectives
• Maximize value from existing systems and infrastructure
• Work collaboratively with Information Security team to improve security posture
• Monitor and maintain vendor support, maintenance, and licensing agreements
• Implement Continuous Improvement goals and principles
• Seek out and implement cost-saving efficiencies through process and automation
• Develop and maintain excellent working relationships with key stakeholders

Team Leadership

• Provide daily management across core technical teams
• Actively participate in various committees as assigned
• Provide mentorship and training to the Technical Services teams
• Exemplify a ‘one team’ approach to customer service
• Establish and meet SLA’s and performance goals
• Develop and present KPI dashboards and improvement initiatives
• Identify and implement opportunities for career growth and increase job satisfaction across the team
• Provide decisive leadership and guidance to facilitate efficiency, quality, and successful outcomes
• Possess excellent team building and interpersonal skills to provide motivation, conflict resolution, problem solving, and increased job satisfaction for team members
• Provide escalation point for technical team and customers for resolution

Business Management

• Work closely with Director on capital and operational budget development, forecasting, and management
• Execute business strategy and roadmap as defined by Director
• Employ proven business principles and management techniques
• Manage regular inventory, purchasing, stock levels, and asset tracking
• Oversee vendor engagement and selection for technical projects including procuring and evaluating quotes, SOW’s, RFP’s, etc.

Qualifications

• Education: High school diploma or equivalent required. Bachelor’s degree in CS/IT/CIS or related field preferred; equivalent experience may be considered.
• Licenses/Certifications:
  • Technology: various common IT skills certifications preferred
  • ITSM: ITIL Foundations or greater, COBIT Foundation or greater, CISA, CRISC, or similar certifications preferred
  • Project Management: Certified Associate in Project Management (CAPM), Project Management Professional (PMP), Certified ScrumMaster (CSM), or similar certifications preferred

• Experience: Ten (10) years’ experience in team management. Preview healthcare network experience, preferred. Minimum three (3) years’ experience in enterprise IT management role or equivalent.

Professional Skills and Job Requirements

• Self-motivated and able to work without direct supervision
• Able to prioritize effectively, meet goals and deadlines
• Effective and efficient written and oral communications skills
• Possess strong customer service skills
• Maintain accurate records and documentation
• Full time availability during scheduled shift
• Thrive in a fast-paced 24/7 setting
• Interact well within a team environment and support other team members
• Understanding of service desk support and tracking systems

Work Environment: This position spends the majority of time sitting (up to 80% of work time) with frequent walking of short distances (up to 20% of work time). This position performs repetitive type motions (up to 80% of work time). This position functions within a clerical/computer sciences office environment.