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Emory Healthcare/Emory University Manager, IT Field Services in Decatur, Georgia


Oversees Communications Technicians who install and change voice and data service at the customer premise. Ensures Field Service (FS) technicians are successful at installing and changing service and repairing and activating voice and data ports for connecting customers to enterprise-wide networks. Oversees campus emergency blue light and elevator phone installation and maintenance. Supports building and workspace new wiring installations and communication closet maintenance and configurations. Receives and manages voice and data issue escalations.

Manages Communications Technicians, Communications Specialists, Communications Specialists, Senior and the Supervisor, Field Services. Manages people resources and processes to administer day-to-day operations. Identifies individual and team skill gaps and developmental opportunities to facilitate career development. Ensures direct and indirect reports have documented career goals and detailed plans for achieving these goals to develop these individuals professionally. Conducts performance evaluations consistently and fairly to facilitate open communication and encourage continuous performance improvement. Consults with and dispatches FS staff to resolve issues before customer premise visits.

Consults with Coordinators to review and clarify WOs, request status, establish priorities and modify WO requests to meet service demands. Tracks WOs to completion to establish work schedules. Establishes staff schedules to meet deadlines and customer expectations. Interacts with customers to promote FS capabilities and deliverables. Utilizes automated tracking and management tool database (e.g., MySoft, etc.) to investigate issues, document complaints, identify service failures, review procedures and prevent issue recurrence. Oversees campus emergency phone systems to review phone status and system operability and to ensure maintenance is performed. Oversees customer telephone system units to ensure operability, perform maintenance and replace non-functioning phones. Manages voice equipment upgrades to replace aging equipment and manage disposal of surplus items. Performs related responsibilities as required.

Emory University seeks an experienced and team-oriented Manager to fulfill the Field Services Manager function within Emory University's Library and Information Technology Services (LITS). This position will report to the Associate Director, Field Services and will serve as the Field Services Manager that support Move, Adds & Change functions for all network components of Emory University, including Emory Healthcare, the schools, and administrative areas. This position is in support of the Network Services organization which consists of approximately 90 FTEs that support an enterprise network that includes data ports (65,000), voice lines (35,000), and wireless access points (8,200).

Organizational Structure

  • The Field Services Manager reports to the Associate Director Field Services

  • The Field Services Manager has 2 Field Services Supervisorsw/22 direct reports

  • The Field Services Manager peers within Field Services include the Manager of Coordinator Services and Manager of Auxiliary Services

  • The Field Services Manager collaborates with other Network Services Management to maintain integrity of the network


  • Assists in the overall accountability for human resource, budget and administrative functions for the organization

  • Represent the organization as initial point of contact for requests related to Move, Adds & Change functions which requires a good overall knowledge of organization functions

  • May be the primary delegate representing the Associate Director, Field Services in their absence including: resolution of budget management, business planning, and tactical planning issues

  • Decisions must be made in an environment of constant change while balancing multiple priorities that include rapidly changing user requirements, fluctuating revenue streams, financial limitations, engineering and service requirements while incorporating capital and expense budget pressures

  • Provides expertise in technical areas that the organization is accountable for

  • Responsible for the implementation of total quality, methods and procedures, and process programs for a business unit

  • Lead the planning, developing, and implementing techniques for ensuring the maintenance of quality levels using accurate methods, procedures, and processes

  • Write, rewrite and/or edit documents such as technical procedures, organizational best practices, operational procedures, and related technical documents to communicate clearly and effectively technical specifications and instructions to a wide range of audiences

  • Work with Healthcare and University stakeholders to ensure that service delivery meets and exceeds requirements for patient care, education, and research

  • Support and Promote a culture that exemplifies our guiding principles, commitment to operational excellence, willingness to take prudent risks, move quickly and be a leader, duty to safeguard personal and confidential information, transparent approach to governance and funding, and an embrace of partnership both within and across the broader academic and healthcare communities


  • A high school diploma and eight years of relevant IT experience, OR an equivalent combination of education, training, and/or experience.

  • Information Technology Infrastructure Library (ITIL) Foundations v3 certification within one year in the job. Building Industry Consulting Services, Int'l minimum level 1.

  • Ability to lift up to 50lbs. Ability to bend, stoop, and twist. Valid Georgia driver's license and an insurable driving record.


  • Bachelor’s degree and seven years of experience in information technology management positions.

  • Experience in a university and/or academic health care environment.

  • Excellent communication skills, with an ability to adapt approach, language and style to different audiences.

  • Excellent collaboration and team-building skills.

  • Able to build consensus around challenging topics.

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Job Number 46531

Job Type Regular Full-Time

Division LITS: Library and IT Services

Department LITS: Field Services

This position may involve the following Health and Safety issues: Not Applicable

Job Category Information Technology

Location : Name Clairmont - N Decatur