By joining our team, you'll be part of our life-changing Mission and Vision. You'll work in a truly inclusive environment where diversity and equity are championed through words and actions. You'll contribute to an innovative culture that is second to none, one that embraces curiosity, discovery and compassion. You'll play a role in something that's never been done before as we integrate science and clinical care to help patients achieve better, faster outcomes - as we Advance Human Ability, together.
Job Description Summary
The Manager, End User Computing manages the technical support provided to users throughout the Shirley Ryan AbilityLab (SRAlab). Analyzes support service activities to ensure customer expectations and identify opportunities for improvement. The Manager also measures service levels against established goals and further develops performance measurements to improve service delivery. Manages the end user computing inventory and ensures equipment is maintained.
The Manager, End User Computing will consistently demonstrate support of the Shirley Ryan AbilityLab statement of Vision, Mission and Core Values by striving for excellence, contributing to the team efforts and showing respect and compassion for patients and their families, fellow employees, and all others with whom there is contact at or in the interest of the institute.
The Manager, End User Computing will demonstrate Shirley Ryan AbilityLab Core Attributes: Communication, Accountability, Flexibility/Adaptability, Judgment/Problem Solving, Customer Service and Core Values (Hope, Compassion, Discovery, Collaboration, and Commitment to Excellence) while fulfilling job duties.
Job Description
The Manager, End User Computing will:
Assist in the development of the vision and strategy for the End User Computing Team service delivery model.
Establish service delivery metrics to measure team performance.
Design and prepare incident and problem management trending reports.
Maintain End User Computing equipment inventory, warranties and related service agreements.
Maintain appropriate quantities of parts, consumables, and spare\loaner equipmen.
Partner with other IS Teams and Vendors to ensure end user devices inter-operate with Shirley Ryan AbilityLab applications, servers and systems as required.
Manage Systems Engineering resources to configure and support device management systems (e.g. Microsoft SCCM, LanDesk, AirWatch and MobileIron).
Analyze statistical data that determines the needs of the user community, completing metric reporting and making adjustments to improve team performance.
Manage the daily activity of the End User Computing Team consisting of resource management for incoming customer inquiries, projects, and administrative work.
Oversee service escalation and service recovery.
Interviews and hires End User Computing staff.
Create and maintain End User Computing Team processes/manuals.
Assist in the budget planning process as needed.
Perform all other duties that may be assigned in the best interest of the Shirley Ryan AbilityLab.
Reporting Relationships
Reports directly to the Director, IT Operations
Knowledge, Skills & Abilities Required
Bachelor's degree in Computer Science, Information Systems or other closely related field. Master's degree preferred.
Microsoft Systems Certification (MCSE or MCITP) highly desired.
Minimum 7 years related industry experience with expertise in enterprise level technologies (e.g., Active Directory, Windows 7\10 Enterprise, MAC, and UNIX/Linux operating systems)
Expertise in Inventory Management Systems (e.g. Great Plans Fixed Assets, Panatracker, etc.)
Expertise in End User Device Management Systems (e.g. Microsoft SCCM, AirWatch, MobileIron)
Experience in vendor support agreement and warranty management.
General understanding of Cerner and Microsoft Dynamics a plus.
Ability to lead and present at small meetings. Proven ability to lead and direct the work of others regardless of any direct reporting structure.
Strong written and verbal communication skills. Effectively communicates with all levels of the organization, including executives and their support staff.
Excellent analytical and problem solving skills.
Proven ability to produce results in accordance with business needs.
Ability to establish priorities and influence others in maintaining those priorities.
Ability to create and maintain technical documentation.
Ability to perform in high pressure or stressful situations.
Ability to transport and move PCs, printers, and related hardware weighing up to 30 pounds.
Working Conditions
Normal office environment with little or no exposure to dust or extreme temperature.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
Equal Employment Opportunity
ShirleyRyan AbilityLab is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
