Manager End User Services

Required Skills & Experience

• 5 years in End User Management roles; comes from Infrastructure or end user support services (not just helpdesk, but can include HD Managerial work) Specifically in a Hospital • CHANGE CONTROL PROCESS • Determine SLA and KPI • ORGANITATIONAL LEADERSHIP • ASSET MGTM • Must have experience with, SCCM, MECUM, INTUNE & ALL MS APP (O365 APPS and environment) • Must have healthcare experience and an understanding of healthcare applications within EPIC • Experience in managing all EUS Programs including Two Factor Authentication, EPCS processing, Secure Text Messaging, Electronic Badge Logon, Workstation Image management and patch management, Asset Management and Inventory Control, BYOD and MDM services and Zoom teleconference services. • Experience with all or the majority of the listed devices Computers, COWS, Mobile phones, electronic tablets, laptops, scanning devices, printers and label machines, Maarti translation devices, VDI environment, Thin client systems, Citrix accessibility, telemedicine devices, Audio Visual Equipment and Zoom conferencing devices.

Job Description

Mgr, IT Customer Support Svcs Under the general direction of the IT CTO, the Customer Support Services Manager provides the Information Management division with operational management & oversight for assigned services relevant to Software and hardware associated with end user devices and all services and functions of the End User Services (EUS) staff. As such he/she is responsible for service delivery, program management and directing all technical repair and replacement for all appropriate end user devices. He/she manages all continuous services Programs, Initiatives, Projects and Daily Activities. They provide leadership, both technical and managerial, to staff and establish & manage adherence to standards for systems workstation image(s) development and maintenance of relevant EUS devices. He/she maintains adherence to HIPPA compliance and security requirements and manages all daily activities as well as projects within this assigned area of responsibility. Direct Staff management duties include: 1) Hiring & termination of direct reports. 2) Administration, discipline, evaluation, promotion, salary adjustment, time card management and time off requests. 3) Definition of performance expectations & provisions consistent feedback on an ongoing basis 4) Makes recommendations for career planning, succession planning & development 5) Resolution of interpersonal conflicts between employees & their peers or clients