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Job Description
Summary:
The Manager of Telecom and Unified Communications plans and manages the service delivery for quality and continuous improvement of telecom and voice infrastructure while adhering to and executing best practices to maintain optimal service levels. This position is responsible for daily operations for The Guthrie Clinic's (TGC) telecom and voice infrastructure to enable delivery and high availability of standard, enterprise-wide related clinical, business and communication applications. The Manager supports the Director of Enterprise IT Infrastructure to achieve goals and priorities to define and implement policies, procedures and technical solutions that ensure interoperability, manage security risks, lower total cost of ownership and provide a platform for scalable future growth. The Manager will offer business rationale and perspective on technological problems and opportunities. This position will be a technology advocate throughout the organization for the effective application of technology to meet business needs and to support business changes and growth. Technology functions include telecom infrastructure, VoIP technologies, PBX systems, Unified Communications, Contact Center, Intelligent Virtual Agent (IVA), voice automation and operations, patch management, monitoring and cloud computing.
Experience:

• Preferred five to seven (5 to 7) years of experience in IT management and/or professional development in Information Technology management with experience supporting telecom and unified communication infrastructure; healthcare experience preferred.
• Highly experienced information systems professional with a strong technical background and proven track record of accomplishments in a large, complex multi-level organization.
• Experience in telecom infrastructure, VoIP technologies, PBX systems, Unified Communications, Contact Center, Intelligent Virtual Agent (IVA), voice automation and operations, patch management, monitoring and cloud computing.
• Strong knowledge of healthcare information systems (e.g., Epic, Cerner), cybersecurity and clinical operations.
• Experience with cloud computing platforms, particularly in Microsoft Azure environments and hybrid cloud architecture.
• Prior experience delivering high availability systems in a 24/7 environment across geographically dispersed business units.
• Demonstrated ability to facilitate evaluation of technologies and achieve consensus on technical standards and solutions among a diverse group of information technology professionals.
• A proven track record of motivating and managing diverse technical staff and resources in multiple projects through all life-cycle phases, while establishing direction and standards and maintaining a high level of user trust and confidence in the group's knowledge of and concern for users' business needs.
• Demonstrated commitment to customer service who has provided responsive and effective support, developed solid working relationships with customers, and delivered high quality, value-added services that met/exceeded customer expectations.
• A strong business orientation with the ability to balance good judgment with bottom-line business orientation to systems technology that supports return-on-investment decisions.
• A technically strong individual with a broad and deep knowledge of telecom infrastructure, VoIP technologies, PBX systems, Unified Communications, Contact Center, Intelligent Virtual Agent (IVA), voice automation and operations, patch management, monitoring and cloud computing.
• Equally adept at developing technology strategies and the operation of existing technical infrastructures. Significant experience and knowledge of computing architecture and implementation of networked computing structures.
• Polished professional with demonstrated information technology experience and strong communication skills that can rapidly gain and maintain credibility with customers and IT colleagues.
• An innovative thinker who understands the practical application of technology and is able to plan for systems today that will carry the organization into the future.
• Thoroughly understands hospital operations, anticipates needs, and pursues effective and efficient solutions. Able to translate information technology jargon into terms understandable by all audiences.

1. Experience managing service level agreements in either an insourced or outsourced professional services operation.

Education:

• Bachelor's degree in Information Technology, Computer Science, Healthcare Administration or related field strongly desired or an equivalent combination of education and experience.

Licenses
Essential Functions:

• Plans and manages the activities of the Telecom and Unified Communications department. Works in collaboration with other TGC IT departments supporting information system infrastructures to assure continuous operation of all enterprise-wide business critical systems.
• Oversees the planning and deployment of standards and technology changes for telecom and voice infrastructure environments and operational IT programs (i.e., lifecycle management, service continuity, compliance).
• Participates in TGC initiatives providing leadership and guidance on technology infrastructure standards, implications, and investments.
• Perform a lead role in the development of a broad TGC unified communications strategy.
• Anticipates and provides solutions for complex problems and issues, recommends upgrades and enhancements. Rapidly absorbs complex technical and conceptual information to identify issues and implications. Able to present understandable alternatives to both technical and non-technical individuals at all levels of the organization.
• Monitors industry trends, maintain knowledge of developments in telecom infrastructure, VoIP technologies, PBX systems, Unified Communications, Contact Center, Intelligent Virtual Agent (IVA), voice automation and operations, patch management, monitoring and cloud computing.
• Maintain current working knowledge of IT best practices and innovative solutions within both healthcare and industry. Identifies leading edge technologies for potential early adoption that will result in service differentiation and create competitive advantage. Collaborates with other TGC IT departments, TGC management and business leaders assisting in the evaluation and validation of emerging technologies. Identifies strategies to mitigate risk associated with leading edge technologies.
• Provides leadership to ensure appropriate technology use, standards and policies. Provides efficient, cost-effective technology services for telecom infrastructure, VoIP technologies, PBX systems, Unified Communications, Contact Center, Intelligent Virtual Agent (IVA), voice automation and operations, patch management, monitoring and cloud computing.
• Benchmark, analyze report on, and make recommendations for the improvement of the IT infrastructure and systems to achieve an optimal balance of cost and service.
• Promotes the use of TGC's PMO methodology and standards to manage IT initiatives.
• Participates in the development and implementation of TGC's business/disaster recovery plan. Facilitate periodic business recovery tests to ensure that plans are current and effective. Participates in other TGC emergency preparation and testing as required.
• Demonstrates commitment to customer service by providing responsive and effective support, developing solid working relationships with customers and IT colleagues, and delivering high quality, value-added services that exceed customer expectations.
• Manages relationships with hardware/software vendors and other suppliers of information systems related to products and services. Negotiates service level agreements with preferred vendors.
• Develops and monitors capital and operating budgets and three-year financial plan. Identifies opportunities to leverage economies across TGC.
• Develops and maintains policies and procedures and assures compliance with legal and regulative issues (JCAHO, HIPAA, and HITRUST).
• Balances resources to ensure that support services are effectively delivered, and projects are completed on time and within budget. Secures external resources as required.
• Recruits and develops staff to create a high-performing IT Enterprise Infrastructure organization capable of supporting current systems while leveraging next generation technologies.
• Demonstrates a commitment to excellence in Customer Service with all internal and external customers of TGC.
• Exhibits a customer/supplier philosophy that emphasizes both internal and external relationships; identifies both customer and supplier needs/expectations and strives to exceed them. Consistently enforces the critical importance of supporting patient care.
• Demonstrates responsibility for ongoing personal development, professional growth, and continuing education.
• Ensures that routine and priority tasks are completed within established departmental time frames.
• Recruits, orients, and manages staff required to meet strategic and operational objectives.
• Ensures that staff receive appropriate career development opportunities. Counsels and coaches staff to improve performance and foster personal growth. Conducts regular performance appraisals and recommends appropriate personnel actions.
• Creates a team oriented, professional work environment providing the requisite challenges to retain talented IT professionals.
• Willingness to travel between sites in the TGC Pennsylvania/New York regional footprint (Sayre, Towanda, Troy, Corning, Cortland, Binghamton, etc.)
• Performs related duties as assigned and unrelated duties as requested.

Other Duties:
Other duties as assigned
About Us
Joining the Guthrie team allows you to become a part of a tradition of excellence in health care. In all areas and at all levels of Guthrie, you'll find staff members who have committed themselves to serving the community.
The Guthrie Clinic is an Equal Opportunity Employer.
The Guthrie Clinic is a non-profit, integrated, practicing physician-led organization in the Twin Tiers of New York and Pennsylvania. Our multi-specialty group practice of more than 500 physicians and 302 advanced practice providers offers 47 specialties through a regional office network providing primary and specialty care in 22 communities. Guthrie Medical Education Programs include General Surgery, Internal Medicine, Emergency Medicine, Family Medicine, Anesthesiology and Orthopedic Surgery Residency, as well as Cardiovascular, Gastroenterology and Pulmonary Critical Care Fellowship programs. Guthrie is also a clinical campus for the Geisinger Commonwealth School of Medicine.