Mgr, End User Device Ops

Position Summary

Status: Full-Time
Schedule: Fully on site, Monday-Friday
Location: Downtown Orlando
On Call Required*

About the Role

The Manager, End User Device Operations provides leadership and operational oversight for enterprise endpoint support and device lifecycle services across a large, complex healthcare integrated delivery system.

Responsibilities

• Manages and leads teams to achieve organizational goals.
• Acts as a technology and customer focused leader and change agent, working with the Senior Manager of IT Support Center Operations to align strategic imperatives to service delivery.
• Aligns with governance processes and work efforts with key stakeholders in the business and IT to ensure effective prioritization of initiatives.
• Recruits, develops, retains and inspires a talented team of IT specialists in all required disciplines.
• Encourages staff empowerment, maintains an open door and fosters cross-team and department collaboration.
• Builds and maintains relationships with all IT units to ensure that IT-delivered services and end-user productivity goals are understood and exceeded.
• Mentors team members to constantly improve their capabilities and performance.
• Adds to the team’s success by addressing staff related concerns and issues in a timely and consistent manner.
• Manages technical resource capacity and allocation.
• Prepares cost analysis, budget plans and proposals as needed.
• Makes sure to monitor and provide oversight and hands-on guidance when needed, to resolve escalated IT issues.
• Able to reflect excellence in improved client outcomes and IT organizational performance.
• Provides analysis and evaluation of systems, processes, and workflow to ensure achievement of positive patient outcomes.
• Communicates decisions, priorities and relevant project information to staff regarding services requests, projects and initiatives.
• Ensures the IT End User Device team provides effective level of technical support to assist the IT Operations department in effectively supporting and maintaining mission critical information hardware and systems.
• Plans the rollout of replacement/new hardware throughout the Enterprise.
• Maintains and supports the desktop environment including PCs (Windows/MAC), laptops, mobile devices (iPads), printers, scanners, and accompanying peripherals.
• Analyzes request and incident data to identify opportunities for automation, improved efficiencies and/or enhanced end user training and technician training.
• Ensures service requests and incidents (hardware and/or software) are managed through to full resolution.
• Ensures best practices are implemented and followed, and service levels are met.
• Executes, monitors, and reports the key performance indicators (KPIs), SLAs, reporting cadence and processes required for running an effective Support Center Operation.
• Manages IT End User Device goals, priorities, escalations, volumes, aged tickets, and other associated processes.
• Builds and maintains relationships with all IT units and business relationship managers to ensure that IT-delivered services and end user productivity goals are understood and exceeded.
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.
• Maintains compliance with all Orlando Health policies and procedures.

Qualifications

• Bachelor’s degree in a related field of study.
• Four (4) years of experience managing information technology teams can replace the Bachelor’s degree requirement, in addition to the Experience requirements listed below.
• Licensure/Certification: Help Desk Institute (HDI), or similar service management certification.
• Experience: A minimum of five (5) years of IT experience, including experience in an IT service and support function. A minimum of three (3) years of leadership experience.