Jobs

Our client, a company whom aims to effect positive change in the health and lives of thousands of residents in our communities, is looking for a End User Computing Manager to join their team.  Our client offers its employees a stimulating, diverse and team-based work environment with comprehensive benefits including medical, dental, life insurance, flexible spending accounts, 401(k), generous paid time off, and educational assistance. Aside from excellent benefits, they offer a competitive salary and annual bonuses based on organizational and individual objectives.
You would be working in a team-based, patient-centered environment and value the benefits of a diversified workplace that values our patients and the communities we serve.
The Manager – End User Computing is responsible for overseeing the timely delivery of technical support services to employees across all sites. Will supervise the desktop support technicians to ensure a high level of customer service and will serve as the primary escalation point for issues, they may be unable to resolve.
RESPONSIBILITIES
 
Team Management

• Manages the EUC Support staff including shifts, daily timesheet entry, and goal setting
• Establish development and training plans for each staff member, matching their annual goals, skills, and position
• Conduct staff performance evaluations, hiring and disciplinary responsibilities
• Ensures that decisions made to improve the overall customer support of the EUC team are continually carried through

 
Operational Excellence

• Accountable for establishing, monitoring, and meeting Service Level Agreements for systems infrastructure
• Monitor the ticketing system (ServiceNow) and follows up with assigned personnel to ensure the

timely resolution of problems per the SLA’s from the priority matrix

• Create and circulate daily, weekly, and monthly statistics and status reports
• Continually modified to meet the needs of the department and using Power BI
• Present to the IT Leadership and monthly team meetings
• Identify and escalate trends based on service and problem tickets
• Use and own the Problem Management process and ensure all tickets have a completed root cause analysis
• Ensure that troubleshooting efforts are completed for recurring problems until permanent solutions are found
• Continuously improve and formalize process and procedure relating to support of the end users, using ServiceNow knowledge database and IT intranet
• Maintain appropriate procedure documentation for EUC team and keep it current within Confluence
• Maintain a central source of information enabling EUC staff and support technicians to recover outages with minimal disruption to expected service levels

 
Project Management

• Oversee all onboarding, upgrades, procurement, damages and asset tagging/inventory for all company hardware
• Provides staff support for administrative tasks and projects relative to the Desktop, Wide Area Network, Local Area Network and Telephony functions
• Manage the planning, directing, reporting and administrative responsibilities of team activities and department projects

 
Stakeholder Management

• Interfaces with IT managers on a weekly basis, to discuss and review trends and technical escalations
• Conduct regular status and service meetings with Site Administrators and other managers to ensure IT tickets are handled in an acceptable manner

SKILLS

• Employ a high degree of tact and diplomacy to promote a positive image of the department
• Accurately communicates pertinent information to create a work environment that lends itself to the best interests of Open Door Family Medical Centers
• Skills and experiences in the following areas:
  • Troubleshooting hardware/software/OS issues
  • PC Builds and configuration
  • Printer and other peripheral support
  • Review of monitoring and any action required as a result
• Provides staff support for administrative tasks and projects relative to the Desktop, Wide Area Network, Local Area Network and Telephony functions
• Provides leadership by projecting a positive attitude, and providing learning incentives
• Performs other duties and responsibilities as assigned by the IT Director’s or CTO/CISO

 
QUALIFICATIONS
 

• Must be able to drive to site locations when needed
• Bachelor's Degree in Computer Science, Information Systems, Information Technology or equivalent work experience
• Must have a minimum of 3+ years of experience in supervising, with proven administrative responsibility, a Help Desk and Desktop Support team
• Experience overseeing formal planning, tracking, and reporting on support staff performance
• Must have ability to lead, train, develop and motivate a team
• 5+ years of progressive and relevant End User Computing technology, related technical and supervisory, service management and vendor management experience in a multi-site environment (500+ users and 10+ sites) with diverse technologies and user groups
• Proven ability to work on multiple projects, prioritize and re-prioritize work activities due to changing business requirements
• Strong working knowledge with MS Active Directory, Windows OS, Microsoft and other client technologies, MS O365, video/web conferencing tools, desktop virtualization, end-point protection, print/file services, image management, software distribution, mobile device management, networking, and other relevant technologies, certifications preferred
• Experience in working with a major ticket management system a must, ServiceNow preferred
• Experience in ServiceNow Administration a plus
• Experience working in Health Care IT preferred
• Project Management experience preferred
• Strong written and verbal communication skills required to present department plans and activities to individuals and groups throughout the company
• Perform under stress, deal with persons acting under stress and adapt when confronted with emergency situations
• Manage multiple high priority initiatives in a fast paced, highly technical environment
• ITIL Certification preferred
• Microsoft certifications; Windows OS, Office suite and O365 – 1 or 2 preferred
• Highly organized, self-directed
• Engaged in learning and continuous quality improvement

 
WORKING CONDITIONS

• Frequent contact with patients and employees.
• Frequent exposure to communicable diseases and other conditions common to a health center environment.
• Requires adherence to Infection Control Standard Precautions.

 
PHYSICAL REQUIREMENTS

• Manual dexterity and regular hours at computer keyboard
• Approximately 75% sitting and 25% walking/standing
• Bending and lifting may be required.