Manager of Technology Services, Support and Innovation

Location: Rockville, MD
Date Posted: 03-07-2018
Charles E. Smith Life Communities – Manager of Technology Services, Support and Innovation
Charles E. Smith Life Communities (CESLC) is one of the largest and most highly regarded nonprofit elder care organizations in the nation. Founded in 1910 as the Hebrew Home for the Aged, Charles E. Smith Life Communities now serves more than 1,100 older adults daily in multiple residences situated on a beautiful 38-acre campus in Rockville, Maryland. CESLC brings together six living options on its campus, each with its own warm personality and specialized services. There are choices for independent living, assisted living, and post-acute care, as well as long-term care and secure memory care.
The Charles E. Smith Life Communities are a mission-driven organization. They share a commitment to the Jewish value of honoring older adults and ensuring the dignity of each individual. With an operating budget of over $90 million, CESLC’s 1,000 team members include: physicians, nurses, therapists, social workers, dining and recreational staff, and others, who live the organizational value of derech eretz (service excellence) to fulfill the CESLC mission of providing a continuum of quality services for older adults and their families.
Located on the campus is the Hebrew Home of Greater Washington offering 556 skilled nursing beds (including a 103-bed Post-Acute Care Center) at two separate but adjacent facilities, Smith-Kogod Residence and Wasserman Residence. Hebrew Home is the largest nursing home in the mid-Atlantic region and enjoys a 97% resident satisfaction rating, a five-star quality rating, and works in close alignment with its referring hospitals to improve the health and wellbeing of older adults in Montgomery County, MD.
Charles E. Smith Life Communities began in 1910 as the Hebrew Home for the Aged, a Jewish-sponsored organization to care for elderly Jews. Now, over 100 years later, even though their staff and residents come from many diverse traditions, Jewish values remain at the core of the organization’s mission, vision, values, and culture.
Company Website:
  • Tikkun Olam – ‘Repairing the World Through Acts of Kindness’ through kindness, compassion, caring.
  • Tzedek – ‘Justice – Doing What is Right’ through integrity, ethical practices, accountability, responsible stewardship, and generosity of spirit.
  • Limud – ‘A Commitment to Growth and Learning’ through quality, competence, and personal and professional growth.
  • Derech Eretz – ‘Fulfilling our Mission’ through service excellence, respect, and dignity.
Position Description
The Manager of Technology Services, Support and Innovation will manage and oversee IT operations, system and technical infrastructure, and maintain responsibility for the ongoing performance of the IT service desk based on the needs of the organization.  This position is a very hands-on role and is responsible for ensuring the user experience is positive and predictable in terms of both technology and customer service by leveraging internal resources and vendor partners.  The position requires an understanding of current and future information system requirements and the ability to identify the practical implications and system capabilities related to achieving organizational goals.  The Manager of Technology Services, Support and Innovation will have primary responsibility for implementing IT-related policies and procedures based on best practices (ITIL,NIST,etc.) and ensuring the availability of necessary technical resources to support the evolving needs of the organization. They will also remain on the cusp of emerging technologies and ensure the organization is innovative and strategic with its technology.
Planning and Organizing
  • Prioritizes relevant activities based on multiple priorities to achieve assigned responsibilities within agreed upon timeframes.
  • Collaborates with team members to provide feedback on overall process and propose areas for improvement and/or to mitigate risk.
  • Creates, manages, and budgets for an enterprise architecture as it relates to technical and system infrastructure.
  • Manages and monitors relevant metrics in customer service and system performance with a focus on continual improvement.
  • Plans, administers and manages network infrastructure including development and implementation of wiring configuration standards connectivity solutions, overall network operation systems, network software, server hardware configurations, network file systems, and directory structure. Manages the maintenance and software updates to all servers.
  • Plans, administers and manages the fiber and data connectivity for multiple and wireless access systems including cloud based applications.
  • Plans and manages PC hardware inventory, assembly and installation/replacement, and resolution of routine hardware and communication problems.
  • Develops and maintains written policies and procedures that govern the computer and information technology functions of the organization.
  • Develops, maintains, monitors and tests disaster plans that will keep the organization functional in the event of a crisis.
  • Prepares and presents a technology report to the executive team on a semi-annual basis.
  • Understands how the organization must stay aligned with current technology trends and puts long-term vision into action.
  • Stays in tune with emerging technology and implements industry best practices.
People Management  
  • Provides leadership and oversight to the IT team mentoring, providing growth opportunities, and assisting in professional development planning.  
  • Identifies and addresses training and skills requirements in line with the organization’s technology road map. 
  • Works collaboratively with system and service providers to ensure adequate service levels are being met and issues are timely remediated.
  • The position partners closely with the HIPAA Security Officer for the Organization.
  • Utilizes in-depth technical knowledge and business requirements to design and implement secure solutions to meet customer/client needs while protecting the organization’s assets.
  • Develops, maintains and ensures security standards, procedures and guidelines for multiple platforms including compliance with HIPAA and PCI requirements.
Technical Subject Matter Expertise
  • Keeps up to date with current trends in technology and an understanding of how the organization compares.
  • Works closely with departmental and senior managers to determine the maintenance and growth needs of the network. 
  • Acts as an escalation point for internal resources on Tier 3 items or coordinates appropriate resources.
  • Oversees and assists with managing processes i.e. change management, roll back planning, root cause analysis, etc.
  • Assists project owners with developing requirements, outlines, budgets, timelines/schedules, project tracking and status reports for information technology projects including upgrades and new implementations.
  • Serves as the primary support for mission critical systems including EHR, HRIS - Payroll, and G/L.
  • Working knowledge of ITIL concepts and/or other best practice frameworks with a focus on continual improvement.  
  • Ability to translate complex technical terminology, concepts and issues in terms understandable to technical and non-technical team members.
  • Strong interpersonal skills to resolve problems in a professional manner and participate in working groups.
  • Ability to conduct basic system administration for Active Directory, network, and email management as required.
  • Ability to handle multiple priorities and meet deadlines in a fast-paced environment.
  • Excellent problem solving skills.
  • Excellent customer service skills. 
  • Bachelor’s degree or equivalent; in the field of computer science, MIS, or engineering desirable.
  • Minimum of five to seven years’ relevant work experience, with a preference for experience in healthcare technology.
  • Strong technical grasp of desktop support and PC Life Cycle Management.
  • Highly proficient in MS Office suite and MS Windows Operating Systems.
  • Strong technical knowledge in tablet and other mobile technologies.
  • Strong organizational skills with keen ability to prioritize and multi-task.
  • Effective interpersonal skills and relationship-building skills.  Customer service oriented.
  • Strong written and oral communication skills, ability to present ideas in user-friendly language.  Ability to train users and communicate procedures and changes related to technology
  • Strong knowledge of computers, networking principles including wireless networks.
  • Proven experience in applying successful project management, planning and prioritization skills.
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