ABOUT SHIRLEY RYAN ABILITYLAB

Shirley Ryan AbilityLab is the global leader in physical medicine and rehabilitation for adults and children with the most severe, complex conditions. By joining our team, you will be part of our life-changing Mission and Vision. You’ll work in a truly inclusive environment where diversity and equity are championed through words and actions. You’ll contribute to an innovative culture that is second to none, one that embraces curiosity, discovery and compassion. You’ll play a role in something that’s never been done before as we integrate science and clinical care to help patients achieve better, faster outcomes — as we Advance Human Ability, together.

If you are seeking career advancement, continuing education and research opportunities coupled with a diverse and welcoming workplace, competitive compensation and generous employment benefits, please consider the following opportunity, or visit our careers page to explore additional openings.

GENERAL SUMMARY

The Manager of Network and Systems is responsible for the management of the Network and Systems Team. Analyzes support service activities to ensure that customer expectations are met and identifies opportunities for improvement.  Assesses the performance of the technical environment, including network, server, security, and storage infrastructure, and recommends and leads the implementation of system upgrades and enhancements.  Participates in the education of end users as appropriate.

This hands-on position requires advanced network, security, and systems knowledge, a steadfast execution mindset, excellence in services delivery, attention to details, project management abilities, communication and a collaboration skill set. A high degree of initiative and technical knowledge, ownership, commitment to ongoing and continuous improvements, professional demeanor and teamwork must be demonstrated in this role.

The Manager, Network and Systems will consistently demonstrate support of the Shirley Ryan AbilityLab statement of Vision, Mission and Core Values by striving for excellence, contributing to the team efforts and showing respect and compassion for patients and their families, fellow employees, and all others with whom there is contact at or in the interest of the institute.

The Manager, Network and Systems will demonstrate Shirley Ryan AbilityLab Core Attributes: Communication, Accountability, Flexibility/Adaptability, Judgment/Problem Solving, Customer Service and Core Values (Hope, Compassion, Discovery, Collaboration, and Commitment to Excellence) while fulfilling job duties.

Required Skills

Principal Responsibilities

The Manager, Network and Systems:

1. Manages the Network and Systems Team that provides Tier 2 and Tier 3 support to end-users.
2. Works in close partnership with other IT managers and teams to support IT operations.
3. Effectively manages service requests, problems, incidents, and change management processes assigned to the team.
4. Assigns personnel to various operations, evaluates work, and prepares performance reports, ensuring all phases of the network and systems team function are properly coordinated, monitored, logged, and tracked.
5. Works with IT leadership to adapt and implement IT best practices.
6. Builds formal and informal relationships within SRAlab and among business partners and customers to improve the effectiveness of IT network and systems. Collaborates with all IT teams and promotes ongoing and continuous improvements.
7. Documents operations support administrative policies, procedures, security standards, and methods used by team members that ensures compliance.
8. Collaborates with other IS personnel in the identification, design and implementation of technical solutions to address user problems and opportunities for process optimization.
9. Rigorously assesses and develops talent to enable succession and builds bench strength. Plans Network and Systems staff training and development requirements.
10. Builds in-house knowledge of technical staff for efficient systems administration, maintenance, upgrades, and support.
11. Develops written documents to provide detailed practices required for operational excellence, security, systems management. Ensures that users, service delivery, and systems will adhere to documented standards.
12. Assists as needed in vendors’ relation management, services and subscriptions administration, licensing, and service delivery.
13. Manages out-sourced technical service providers (e.g. SaaS, ASP) and evaluates performance.
14. Perform all other duties that may be assigned in the best interest of the Shirley Ryan AbilityLab.

Reporting Relationships

1. Reports directly to the Director, IT Operations

Required Experience

Knowledge, Skills & Abilities Required

1. Bachelor's degree in Computer Science (or related field) Masters preferred.
2. Minimum 7 years of network and systems experience with knowledge of Cisco networking technologies, Microsoft server environment, virtualization, Citrix thin computing platform.
3. Knowledge of Voice over IP technologies, in particular, the Cisco Unified Communications Manager and related products.
4. Experience in the design, implementation, configuration and maintenance of IT network and systems technologies, security, processes, and products.
5. Project management experience, including business case development and budgets. Ability to manage expectations, bring together and align different points of view.
6. Develop and present comprehensive reports and presentations for leadership including KPI metrics. Strong business acumen, communication skills, and process-oriented thinking.
7. Knowledge of Microsoft Server and VMWare virtualization technologies.
8. Knowledge of storage area network technologies, in particular the Dell EMC and Celerra products.
9. Knowledge of HIPAA Security Rule and a demonstrated ability to design and implement secure information technology systems and solutions.
10. Experience with delivery of superior customer service.
11. Effective communication and meticulous documentation skills required.
12. Effective leadership skills as demonstrated in supervisory and/or project management roles.
13. Advanced Microsoft, Cisco or other vendor certification desired.
14. General understanding of Cerner and Financial System and their integration a plus.
15. Ability to transport and move PCs, printers, and related hardware weighing up to 30 pounds.

Working Conditions

1. Normal office environment with little or no exposure to dust or extreme temperature.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Shirley Ryan AbilityLab is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

Principal Responsibilities

The Manager, Network and Systems:

1. Manages the Network and Systems Team that provides Tier 2 and Tier 3 support to end-users.
2. Works in close partnership with other IT managers and teams to support IT operations.
3. Effectively manages service requests, problems, incidents, and change management processes assigned to the team.
4. Assigns personnel to various operations, evaluates work, and prepares performance reports, ensuring all phases of the network and systems team function are properly coordinated, monitored, logged, and tracked.
5. Works with IT leadership to adapt and implement IT best practices.
6. Builds formal and informal relationships within SRAlab and among business partners and customers to improve the effectiveness of IT network and systems. Collaborates with all IT teams and promotes ongoing and continuous improvements.
7. Documents operations support administrative policies, procedures, security standards, and methods used by team members that ensures compliance.
8. Collaborates with other IS personnel in the identification, design and implementation of technical solutions to address user problems and opportunities for process optimization.
9. Rigorously assesses and develops talent to enable succession and builds bench strength. Plans Network and Systems staff training and development requirements.
10. Builds in-house knowledge of technical staff for efficient systems administration, maintenance, upgrades, and support.
11. Develops written documents to provide detailed practices required for operational excellence, security, systems management. Ensures that users, service delivery, and systems will adhere to documented standards.
12. Assists as needed in vendors’ relation management, services and subscriptions administration, licensing, and service delivery.
13. Manages out-sourced technical service providers (e.g. SaaS, ASP) and evaluates performance.
14. Perform all other duties that may be assigned in the best interest of the Shirley Ryan AbilityLab.

Reporting Relationships

1. Reports directly to the Director, IT Operations