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Manager - End User Computing

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.
They are actively interviewing so please send your resume in for consideration!
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Job ID: 5130

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