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Posted : Friday, October 20, 2023 06:54 AM
Job Title: Information Technology (IT) Manager - Senior -4372
Job Location: Oahu, Hawaii 96707 96786 96859
Job Summary
Galapagos Federal Systems LLC is looking for an enthusiastic, well-qualified individual to fill the Senior-level Information Technology (IT) Manager position and to join our team of qualified, diverse individuals.
As the Senior-level Information Technology (IT) Manager, you will play a pivotal role in delivering comprehensive IT operation and management services for Tele-Behavioral Health (TBH) at Tripler Medical Center.
Beyond overseeing the intricate network of work tickets at the Computer Help Desk, you will be instrumental in developing a robust knowledge base and crafting Standard Operating Procedures (SOP) for both GSC and the local Help Desk.
Your leadership extends to providing a monthly summary that captures the dynamic landscape of additions, modifications, and deletions within the knowledge repository.
Additionally, your expertise will be crucial in meticulously reviewing, redirecting, and remediating misrouted tickets.
This involves a strategic approach, including the development of Quality Assurance tickets submitted to GSC, and collaborative efforts with various IMD sections to optimize ticket workflows.
In this senior role, you will not only shape the efficiency of IT operations but also contribute significantly to the knowledge base, ensuring a seamless workflow for the Computer Help Desk.
Your dedication to excellence and strategic vision will be key drivers in enhancing the overall IT service delivery for Tele-Behavioral Health services.
Work location(s) are OAHU, HAWAII: Tripler Army Medical Center – 1 Jarrett White Road, Tripler AMC, HI 96859 Warrior Ohana Medical Clinic – 91-1010 Shangila, St.
Kapolei, HI 96707 Schofield Barrick Health Clinic – Ft.
Shafter Bldg #683, Schofield Barrack, HI 96786 Job Requirements: Skills / Experience Required Hold IAT Level I certification and bring five years of adept experience in managing Help Desk operations of equivalent dollar value and complexity, showcasing proficiency in implementing an efficient IT workflow process across multiple integrated systems Oversee assignment group membership, ensuring optimal configuration by promptly addressing requests to add, delete, or modify assignees and groups as needed Dynamically create, update, and remove templates and Knowledge Base (KB) articles for the Global Service Center (GSC), contributing to the resolution of most tier 1 issues remotely Provide a detailed monthly summary reflecting additions, modifications, and deletions Innovatively craft TAMC "how-to guides" for prevalent issues, empowering customers to self-resolve concerns and share these guides on TAMC SharePoint as a valuable resource for users Generate insightful reports on tickets, IAVAs, Quality Assurance tickets to GSC, and scheduled activities, ensuring a comprehensive overview monthly or as per specific requests Champion the support and sustainability of automated electronic systems and applications vital for the success of Telehealth and Tele Behavioral Health operations at TAMC Take a proactive role in incident resolution for direct patient care Telehealth VTC sessions, covering various platforms like Cisco Systems, Microsoft TEAMS, and the DISA Global Video System.
Addressing issues within 30 minutes during normal business hours is a critical facet of this role Assist in the coordination and deployment of new and lifecycle Telehealth systems across TAMC and other Oahu clinics Ensure seamless delivery and receipt of equipment to regional clinics within RHC-P and DHAR-IP Provide monthly detailed reports on incidents, average solution time, and equipment status to Tele Behavioral Health coordinators Play a pivotal role in resolving incidents for direct patient care Telehealth VTC sessions, adhering to stringent timelines and ensuring any outstanding issues are tracked and resolved within two business days Offer training to users upon request, enlightening them on the operations of customer VTC equipment Collaborate closely with TAMC IMD sections, MEDCOM, and DHA technical support personnel to troubleshoot TBH IT operations and functions.
Track issues and resolutions in the TBH Task Tracker, escalating unresolved issues within one business day When necessary and approved, coordinate with equipment manufacturers and vendors on warranty and maintenance support to ensure uninterrupted service Provide or assist in the setup and deployment of VTC Systems and peripherals supporting provider or patient Telehealth encounters.
Coordinate connectivity for different VTC Suites, potentially involving coordination with POCs at remote locations globally and requiring travel to remote facilities on the island of Oahu Efficiently coordinate and set up VTC sessions for the TB Clinic, delivering user training on supported IT/VTC systems.
Foster ongoing communication with supported clinics for continuity and feedback Maintain a meticulous inventory of Telehealth VTC systems, including details on location, make/model/version, and current warranty and maintenance support expirations.
Proactively notify the TAMC Telehealth office of upcoming warranty expirations and facilitate information for quotes on new maintenance support.
Keep an updated list of registered Telehealth VNC MOVI VTC users and track managed Telehealth licenses, providing inventory reports and registered lists to the government upon request Present a comprehensive monthly report detailing the activities conducted and completed throughout the month.
Develop and maintain standardized operation procedures documentation for enhanced operational efficiency Education / Certifications GSEC or Security + or SCNP or SSCP SSCP or A+ CE or CCNA Security or Network+CE CompTIA A+, CompTIA Network+, or ITIL (preferred) Information Assurance Technical (IAT) Level I & Level II (preferred) Benefits Medical, dental, vision, disability, and life insurance Flexible Spending Accounts 401(k) PTO Tuition reimbursement Paid federal holidays Security Clearance Must be a U.
S.
Citizen.
A high-level Department of Defense active security clearance may be required.
Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to government information.
Physical Requirements Work may involve sitting or standing for extended periods of time and typing and reading from a computer screen.
The candidate must have enough mobility, including bending, reaching, and kneeling, to complete daily duties in a prompt and efficient manner and that may include lifting to thirty pounds, as necessary.
Company Summary Headquartered in Hawaii, Galapagos Federal Systems, LLC is an SBA Certified Native Hawaiian Organization 8(a) Small Business specializing in global information technology and offering professional solutions in IT Design & Installation, Cybersecurity Engineering & Support, Application Integration & Development, Software & Hardware Engineering, Network & Systems Management, Information Systems Security, and Business Management Services.
Leveraging over 30 years of providing IT services to the federal & commercial market with projects found around the world, our team has innovative expertise in the development of a wide range of technological solutions.
Galapagos Federal Systems, LLC is an equal opportunity employer.
Our service commitment is simple - "Quality IT Solutions.
.
.
On Time & On Budget.
" Company Employment Statement Galapagos Federal Systems, LLC reserves the right to change or modify job duties and assignments at any time.
The above job description is not all encompassing as positions, functions, and qualifications may vary depending on business needs.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Galapagos Federal Systems, LLC is an equal opportunity employer and does not discriminate against applicants based on race, color, creed, religion, medical condition, legally protected genetic information, national origin, sex (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status or legally protected characteristics.
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Sign up now! Join Our Talent Network! Job Snapshot Employee Type Full-Time Location Kapolei, HI (Onsite) Job Type Government, Information Technology, Management Experience Not Specified Date Posted 03/05/2024
As the Senior-level Information Technology (IT) Manager, you will play a pivotal role in delivering comprehensive IT operation and management services for Tele-Behavioral Health (TBH) at Tripler Medical Center.
Beyond overseeing the intricate network of work tickets at the Computer Help Desk, you will be instrumental in developing a robust knowledge base and crafting Standard Operating Procedures (SOP) for both GSC and the local Help Desk.
Your leadership extends to providing a monthly summary that captures the dynamic landscape of additions, modifications, and deletions within the knowledge repository.
Additionally, your expertise will be crucial in meticulously reviewing, redirecting, and remediating misrouted tickets.
This involves a strategic approach, including the development of Quality Assurance tickets submitted to GSC, and collaborative efforts with various IMD sections to optimize ticket workflows.
In this senior role, you will not only shape the efficiency of IT operations but also contribute significantly to the knowledge base, ensuring a seamless workflow for the Computer Help Desk.
Your dedication to excellence and strategic vision will be key drivers in enhancing the overall IT service delivery for Tele-Behavioral Health services.
Work location(s) are OAHU, HAWAII: Tripler Army Medical Center – 1 Jarrett White Road, Tripler AMC, HI 96859 Warrior Ohana Medical Clinic – 91-1010 Shangila, St.
Kapolei, HI 96707 Schofield Barrick Health Clinic – Ft.
Shafter Bldg #683, Schofield Barrack, HI 96786 Job Requirements: Skills / Experience Required Hold IAT Level I certification and bring five years of adept experience in managing Help Desk operations of equivalent dollar value and complexity, showcasing proficiency in implementing an efficient IT workflow process across multiple integrated systems Oversee assignment group membership, ensuring optimal configuration by promptly addressing requests to add, delete, or modify assignees and groups as needed Dynamically create, update, and remove templates and Knowledge Base (KB) articles for the Global Service Center (GSC), contributing to the resolution of most tier 1 issues remotely Provide a detailed monthly summary reflecting additions, modifications, and deletions Innovatively craft TAMC "how-to guides" for prevalent issues, empowering customers to self-resolve concerns and share these guides on TAMC SharePoint as a valuable resource for users Generate insightful reports on tickets, IAVAs, Quality Assurance tickets to GSC, and scheduled activities, ensuring a comprehensive overview monthly or as per specific requests Champion the support and sustainability of automated electronic systems and applications vital for the success of Telehealth and Tele Behavioral Health operations at TAMC Take a proactive role in incident resolution for direct patient care Telehealth VTC sessions, covering various platforms like Cisco Systems, Microsoft TEAMS, and the DISA Global Video System.
Addressing issues within 30 minutes during normal business hours is a critical facet of this role Assist in the coordination and deployment of new and lifecycle Telehealth systems across TAMC and other Oahu clinics Ensure seamless delivery and receipt of equipment to regional clinics within RHC-P and DHAR-IP Provide monthly detailed reports on incidents, average solution time, and equipment status to Tele Behavioral Health coordinators Play a pivotal role in resolving incidents for direct patient care Telehealth VTC sessions, adhering to stringent timelines and ensuring any outstanding issues are tracked and resolved within two business days Offer training to users upon request, enlightening them on the operations of customer VTC equipment Collaborate closely with TAMC IMD sections, MEDCOM, and DHA technical support personnel to troubleshoot TBH IT operations and functions.
Track issues and resolutions in the TBH Task Tracker, escalating unresolved issues within one business day When necessary and approved, coordinate with equipment manufacturers and vendors on warranty and maintenance support to ensure uninterrupted service Provide or assist in the setup and deployment of VTC Systems and peripherals supporting provider or patient Telehealth encounters.
Coordinate connectivity for different VTC Suites, potentially involving coordination with POCs at remote locations globally and requiring travel to remote facilities on the island of Oahu Efficiently coordinate and set up VTC sessions for the TB Clinic, delivering user training on supported IT/VTC systems.
Foster ongoing communication with supported clinics for continuity and feedback Maintain a meticulous inventory of Telehealth VTC systems, including details on location, make/model/version, and current warranty and maintenance support expirations.
Proactively notify the TAMC Telehealth office of upcoming warranty expirations and facilitate information for quotes on new maintenance support.
Keep an updated list of registered Telehealth VNC MOVI VTC users and track managed Telehealth licenses, providing inventory reports and registered lists to the government upon request Present a comprehensive monthly report detailing the activities conducted and completed throughout the month.
Develop and maintain standardized operation procedures documentation for enhanced operational efficiency Education / Certifications GSEC or Security + or SCNP or SSCP SSCP or A+ CE or CCNA Security or Network+CE CompTIA A+, CompTIA Network+, or ITIL (preferred) Information Assurance Technical (IAT) Level I & Level II (preferred) Benefits Medical, dental, vision, disability, and life insurance Flexible Spending Accounts 401(k) PTO Tuition reimbursement Paid federal holidays Security Clearance Must be a U.
S.
Citizen.
A high-level Department of Defense active security clearance may be required.
Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to government information.
Physical Requirements Work may involve sitting or standing for extended periods of time and typing and reading from a computer screen.
The candidate must have enough mobility, including bending, reaching, and kneeling, to complete daily duties in a prompt and efficient manner and that may include lifting to thirty pounds, as necessary.
Company Summary Headquartered in Hawaii, Galapagos Federal Systems, LLC is an SBA Certified Native Hawaiian Organization 8(a) Small Business specializing in global information technology and offering professional solutions in IT Design & Installation, Cybersecurity Engineering & Support, Application Integration & Development, Software & Hardware Engineering, Network & Systems Management, Information Systems Security, and Business Management Services.
Leveraging over 30 years of providing IT services to the federal & commercial market with projects found around the world, our team has innovative expertise in the development of a wide range of technological solutions.
Galapagos Federal Systems, LLC is an equal opportunity employer.
Our service commitment is simple - "Quality IT Solutions.
.
.
On Time & On Budget.
" Company Employment Statement Galapagos Federal Systems, LLC reserves the right to change or modify job duties and assignments at any time.
The above job description is not all encompassing as positions, functions, and qualifications may vary depending on business needs.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Galapagos Federal Systems, LLC is an equal opportunity employer and does not discriminate against applicants based on race, color, creed, religion, medical condition, legally protected genetic information, national origin, sex (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status or legally protected characteristics.
Get job alerts by email.
Sign up now! Join Our Talent Network! Job Snapshot Employee Type Full-Time Location Kapolei, HI (Onsite) Job Type Government, Information Technology, Management Experience Not Specified Date Posted 03/05/2024
• Phone : NA
• Location : Kapolei, HI
• Post ID: 9117459535
