End User Device Support Manager

Performs the essential duties and responsibilities and the primary functions of the IT End User Device Support Manager. Manages and leads end user device support staff in the day-to-day support of Midland Health’s Information Technology operational needs. Responsible for the coordination of all activities and projects falling within the essential duties of end user device support which includes the End User Device Support team, end user device inventory management, and the End User Computing (EUC) environment to ensure high quality uninterrupted functioning of the Midland Health end user computing environment. Responsible for promoting open communication with other departments. Demonstrates knowledge and judgment necessary in performing all the duties of the IT End User Device Support Manager.

SHIFT AND SCHEDULE

Full Time: 8:00 AM – 5:00 PM

ESSENTIAL FUNCTIONS/PERFORMANCE EXPECTATIONS

• Helps to develop and enforces all end user device standards relating to hardware configurations, operating systems, software tools, security and other technical issues relating to the management of the hospital's end user device resources.
• Recommend technical specifications for endpoint procurement.
• Helps to develop and create End User Device Support policies and procedures in order to increase and maintain service level objectives to meet established SLAs. Develops metrics and templates to evaluate technical support issue response times and solution solving skills of team.
• Ensures that staff is adequately trained and that they respond to all support calls in a pleasant, efficient manner.
• Handles and resolves escalated calls and customer complaints; determines appropriate action.
• Monitors, maintains, and improves inventory control processes for all IT End User Devices and licenses.
• Monitors and evaluates the quality of service delivery of staff. Review and documents quality issues with staff. Provides coaching and individual feedback to staff based on monitoring for performance improvement.
• Ensures completion of IT project requests by original completion date as determined and assigned during project planning.
• Provides daily management and support in the areas of hardware configurations, operating systems, utility tools, security and other technical issues relating to all end user devices managed by the IT department.
• Coordinates with third party vendors in all matters relating to end user devices and other technical support issues not directly under the control of Midland Health.
• Assists in the preparation and monitoring of the annual department operating budget.
• Helps maintain departmental operating expenses and capital expenditures within the budget guidelines for the department.
• Coordinates with the other functions of the Information Technology department and recommends to management suggestions for improvements in daily department operations.
• Participates in third party user's groups as liaison for the Hospital.
• Performs annual personnel reviews, new employee interviews, staffing recommendations and other personnel matters as they relate to the computer support functions.
• Completes all employee annual evaluations before anniversary dates.
• Ensure staff complete necessary annual requirements such as Annual Education Day, vaccinations, etc.
• The employee will always be alert to, and notify the appropriate parties concerning any potential safety hazards.
• The employee will be familiar with the hospital-wide safety manual.

EDUCATION AND EXPERIENCE

• A Bachelor’s degree preferred, or equivalent experience gained in a similar or related field.
• Minimum of 4 years of experience as technical support.
• Minimum of 3 years of experience end user computing support.
• An ability to apply the principles of project management when and where appropriate.
• Demonstrated customer-service and communications skills at a management level.
• Minimum of 3 years of experience leading highly skilled technicians.
• Industry specific training and/or certification desired (i.e. ITIL, HDI)

PHYSICAL REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential responsibility satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The individual must be able to:

• Stand, walk, sit, stoop, reach, lift, see, speak and hear. Lifting is limited to 35 lbs. for clinical staff and to 50 lbs. for non-clinical staff. The individual must use an assisted-lift device or get another individual(s) to assist with the lift that is over these maximum limits.