Job Details

Technical Support Manager-Cloud and Virtualization Services

Requisition #: 165014
Location: Johns Hopkins Hospital/Johns Hopkins Health System, Baltimore, MD
Category: Information Technology
Work Shift: Day Shift
Work Week: Full Time (40 hours)
Weekend Work Required: No
Date Posted: Feb. 17, 2018

Johns Hopkins Health System employs more than 20,000 people annually. Upon joining Johns Hopkins Health System, you become part of a diverse organization dedicated to its patients, their families, and the community we serve, as well as to our employees. Career opportunities are available in academic and community hospital settings, home care services, physician practices, international affiliate locations and in the health insurance industry. If you share in our vision, mission and values and also have exceptional customer service and technical skills, we invite you to join those who are leaders and innovators in the healthcare field.

General Position Summary:

Responsible for the day-to-day provision of a range of IT services for a department or unit, or responsible for a single function for the university, health system or both. Works with departmental administrative and/or academic leadership or senior IT leadership to develop and implement plans for service delivery in support of organizational operations. Represents departmental leadership in divisional and interdivisional meetings related to IT policies and operations. Leads projects of varying complexity, which may include those requiring multi-disciplinary coordination and significant vendor collaboration.

Has day-to-day responsibility for a variety of technologies and applications with a focused customer base, or a focused set of technologies with a wide and diverse customer base. Manager will supervise frontline IT professionals, will act as a resource for staff including technical guidance, and may have some hands-on responsibilities. Recognized as an expert in group’s supported technologies.

Manager for Cloud & Virtualization Services will be responsible for the Client Access Technologies group, a team of engineers responsible for Citrix and related technologies, providing infrastructure support for more than 1,000 servers, 100 virtual application, 15,000 concurrent user sessions and 7,500 virtual desktops. Key products supported include Citrix Xenapp and XenDesktop, known internally to Johns Hopkins as MyCloud Desktop and MyCloud Apps. This infrastructure is used to provide access to more than 100 applications, including Epic and most administrative and clinical applications. In addition to providing highly effective management for a team of less than 10 systems engineers, the manager will be responsible for:

  • Relationship management with application owners and client technology support teams throughout the Johns Hopkins Institutions, ensuring the infrastructure meets customer requirements for security, functionality, performance and reliability.
  • Ensuring that short-term operational and long-term infrastructure changes are well planned communicated and executed to minimize disruption.
  • A special focus on a continuously improving user experience, employing advanced data analytics tools and direct customer outreach.
  • Participating in a variety of stakeholder governance forums and align the engineering teams goals with a technology plan developed through collaboration with customers and the IT organization.
  • Managing vendor relations execute purchases and participate in contract negotiations.
  • Managing operational and capital budgets for the team, including long term server fleet replacement planning.
  • Ensuring the team provides customer driven technology innovations on an ongoing basis, introducing these innovations continually while mitigating risk and maintaining the teams’ role as a technology industry leader.

Job Scope/Complexity

Typically has small to moderate size staff comprised of IT professionals as direct reports, which may include LAN and Systems Administrators, Systems Engineers and Programmer Analysts. Develops operating budget and participates in the setting of budget priorities in area of responsibility. Leads projects that vary in complexity and may involve coordination and collaboration with other IT groups at JHU/JHHS as well as outside vendors.

Job Responsibilities:

The responsibilities listed below are typical examples of the work performed by this position. Not all duties assigned to this position are included, nor is it expected that everyone in this position will be assigned every job responsibility.

Planning & Controlling

  1. Provides input and recommendations to and/or formulates plans. Takes direction from leadership to implement those plans for the success of the unit.
  2. With an awareness of organization’s needs as well as the larger technology, landscape of the institution implements technology solutions that meet departmental needs.
  3. Helps establish budgetary goals, and provides input towards priorities. May develop IT operations budget.
  4. Participates in the establishment of technology policies and practices and implements them to ensure security and regulatory compliance.

Relationship Management

  1. Represents organizational IT, academic or administrative leadership, in meetings related to IT policies and procedures across the institution.
  2. Manages the customer relationship and satisfaction as well as adherence to service level agreements.
  3. Creates and promotes a culture of excellent customer service.
  4. Maintains relationships with customer base to better understand their needs and address organizational goals.
  5. Establishes and maintains ties with colleagues throughout the institution to ensure optimal collaboration and coordination of effort.
  6. Maintains relationships with technology vendors for the department.

Project/Product Responsibility

  1. Within functional scope has direct responsibility for the design, development, and application of technical solutions that satisfy customer needs and are essential to the ongoing operations of the department or IT function.
  2. Is responsible for multiple IT projects that impact the department or IT function, including requirements gathering, planning, delegation of component tasks to team members and monitoring progress toward completion.
  3. As necessary actively participates in group’s delivery of services.

Staff Management

  1. Recruits, develops, retains, organizes and manages performance of staff.
  2. Assigns tasks, monitors progress and provides guidance.

Required Education:
A Bachelor’s degree. Additional experience may be substituted for education.

Required Experience:

5 years of progressively responsible related experience is required; 2 years of supervisory experience is preferred. Additional education may substitute for experience.

Equivalency Formula: 30 undergraduate degree credits or 18 graduate degree credits = 1 year of experience. For jobs where equivalency is permitted, up to two years of non-related college coursework may be applied towards the total minimum education/experience required for the respective job.

Applicants must possess proven written, verbal and interpersonal skills and must be able to exercise judgment with minimal supervision. They must have advanced experience with the range of supported technologies. Project management experience is desirable.

Knowledge, Skills, & Abilities (KSA’s):

  1. High level knowledge of all technologies within area of responsibility
  2. Track record of collaboration with peers, colleagues and lower level staff
  3. Proven ability to prioritize work and ensure projects and workloads are completed on time while maintaining high morale
  4. Ability to prioritize conflicting demands
  5. Excellent written and oral communications skills
  6. Politically aware and able to maintain confidentiality
  7. Demonstrated excellent customer service skills

Johns Hopkins Health System and its affiliates are drug-free workplace employers.

Johns Hopkins Health System and its affiliates are an Equal Opportunity / Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law.


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