Manager Of End User Support
About The Position
The End User Support Manager will have roughly 10 direct reports and partner with 2 other peer managers. This employee will work onsite to support and lead the individuals under them onsite daily. Manages all aspects of delivery and support related to PCs, laptops, printers and peripherals. Participates and consults with business operating units to identify the IS implications of their strategic and operating plans. Identify and recommend opportunities to leverage existing systems and/or new and emerging technologies where appropriate. Ensures system performance and service-level requirements are met. Develops and maintains a culture that promotes service excellence and employee empowerment to act in the best interest of IS customers who are directly caring for our patients. Ensures a smooth transition of end user systems from implementation to production and on-going operational support. Promotes the philosophical direction of IS in the adoption of IT Service Management (ITSM) by managing team compliance with IS governance and ITSM processes and ensuring ITSM subject matter expertise within the team Works with business operations teams to ensure good coordination of IS changes without impacting business processes. Participates in the annual external financial audit of security and controls and annual IS risk assessment across the health system. Participates in internal audits, as appropriate, as identified in the annual audit plan. Develops and implements action plans to address any gaps identified during the audit process.
Requirements
- management skills
- desktop
- windows
- kpi
- leadership communication
- incident management
- Lifecycle Management
- Active directory
- leadership development
- AVD
- servicenow
- Improving operational efficiency- operational management, customer service focused.
- Leadership- having managed a team of 10 employees, and 2 peers
- Knowledge within end user support (desktop, Windows 11, Mac, ServiceNow)
Nice To Haves
- Additional experience in a healthcare environment is preferred.
Responsibilities
- Manages all aspects of delivery and support related to PCs, laptops, printers and peripherals.
- Participates and consults with business operating units to identify the IS implications of their strategic and operating plans.
- Identify and recommend opportunities to leverage existing systems and/or new and emerging technologies where appropriate.
- Ensures system performance and service-level requirements are met.
- Develops and maintains a culture that promotes service excellence and employee empowerment to act in the best interest of IS customers who are directly caring for our patients.
- Ensures a smooth transition of end user systems from implementation to production and on-going operational support.
- Promotes the philosophical direction of IS in the adoption of IT Service Management (ITSM) by managing team compliance with IS governance and ITSM processes and ensuring ITSM subject matter expertise within the team
- Works with business operations teams to ensure good coordination of IS changes without impacting business processes.
- Participates in the annual external financial audit of security and controls and annual IS risk assessment across the health system.
- Participates in internal audits, as appropriate, as identified in the annual audit plan.
- Develops and implements action plans to address any gaps identified during the audit process.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
