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Title

Regional Support Manager, Technical 

Description

SinfoníaRx, a subsidiary of Tabula Rasa Healthcare Inc., is a growing and innovative health care company whose mission is to provide the highest quality healthcare solutions for health plans, patients, and caregivers through Medication Therapy Management (MTM) programs, services, and products.

MTM is a personalized service designed to optimize health outcomes for individual patients. Through the SinfoníaRx program, pharmacy interns, pharmacy technicians, and pharmacists as a team work directly with patients, their providers, and community pharmacists to ensure optimal treatment while reducing the risk of adverse events and drug interactions. The SinfoníaRx program is unique in its ability to identify and triage drug-related problems at a population level on a per patient basis.

The Regional Support Manager, Technical (RSMT) is responsible for managing and organizing all aspects of technical support within a specific business unit or geographic domain. The RSMT will leverage their existing technical experience, strong interpersonal skills, and existing policies and procedures to promote and deliver resolution to department objectives and help maintain efficient operation of the corporate service desk. The RSMT will serve to enforce standards, monitor agents’ ticketing and communications, and serve as a proxy for department leadership. The RSMT will serve as a mentor to team members, assist in recruiting activities such as phone screens and in-person interviews, and produce monthly reporting on KPIs, SLAs, and other necessary quality or compliance initiatives. This position protects the highest level of employee and client satisfaction supporting the Company’s services and software products. This position is expected to identify and drive opportunities for improvements in processes and training in order to achieve greater satisfaction and efficiency.

ESSENTIAL JOB FUNCTIONS:

Primary Functions:

  • Manage corporate Service Desk tool and group of Level I/II/Senior support analysts
  • Help to escalate items and drive resolution across multiple teams
  • Keep team members and management informed of progress, activity and overall status
  • Review ticketing systems for appropriate response and triaging
  • Achieve individual and team performance goals related to employee and client satisfaction
  • Provide monthly metrics on support performance and capacity
  • Lead relevant Support projects, upgrades, and deployments with minimal supervision
  • Work with RSMT peers across other subsidiaries to promote best practices and complete team goals

Secondary Functions:

  • Administer Active Directory Users and Computers and all related Group Policy Objects
  • Create and maintain AD Security Groups and Dynamic Distribution Lists
  • Create, change, and delete user accounts in Active Directory and other user management systems
  • Administer desktop computers, printers, software deployments, security updates and patches
  • Research and submit hardware and software requisitions
  • Approve submitted hardware and software submissions
  • Support all VoIP telephony hardware including phones and routers
  • Support LANs, WANs, network segments, Internet, and intranet systems
  • Develop, maintain, and document installation and configuration procedures
  • Contribute to and maintain system standards, documentation, policies and procedures

Qualifications:

Education, Experience & Training:

  • Bachelor’s degree in Computer Science, Information Technology/Systems or Equivalent
  • 10+ years combined support-related experience, either in a technical, team lead, or managerial role
  • MCP, MTA IT Infrastructure, and/or MCSA
  • Strong analytical abilities, organizational skills, problem-solving skills, and attention to detail
  • Prior experience in healthcare or other highly-regulated industries a plus

Specific Skills:

  • Superior understanding of the Microsoft corporate computing environment
  • Experience with OS deployment and imaging
  • Experience with managing TCP/IP schemas, DNS, and DHCP
  • Experience in Active Directory, Group Policy, ADSI Edit, PowerShell scripting
  • Experience with JIRA and Confluence
  • Experience with security endpoint management (Antivirus, Encryption, Patching)
  • Relevant experience with Microsoft Windows 7, 8, 10, Server 2008R2, 2012R2, & Exchange 2013
  • Experience with MacOS management and support
  • Experience with HITRUST, SOC1/2, and SOX a plus

Competencies:

  • IT Service Management, change management methodologies
  • Self-motivated, team player, action and results oriented
  • Well organized, excellent communication and reporting skills
  • Ability to discover narratives in historical data
  • Ability to manage and motivate team members
  • Ability to create/update supporting documentation
  • Ability to successfully work under tight project deadlines
  • Excited & motivated to learn new technologies

 
Position Requirements

#DICE

 
Full-Time/Part-Time Full-Time  
Shift  
Position Regional Support Manager, Technical  
Post Internal Days 0  
Number of Openings 1  
Location SinfoniaRx - Tucson, AZ  
About the Organization  
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  
Cell None Specified 

HoursPerWk None Specified 

supervisorUID None Specified 

This position is currently accepting applications.

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