Overview
The Senior Manager of End User Support leads U.S. Anesthesia Partner’s IT technical support and administration team members and is responsible for the IT operations and end user support for the organization. Moreover, the Senior Manager must partner with the IT Infrastructure Engineering teams to ensure the health and availability of technology systems and services. By applying effective leadership concepts, the Senior Manager of End User Support will continuously seek to understand current processes and tirelessly work to improve process flow to ensure our non-clinical and clinical customers receive courteous, timely, efficient, and effective support. Additionally, the Senior Manager of End User Support will leverage data to make informed and strategic decisions to ensure the IT End User Services analysts and administrators are best positioned for success.
Job Highlights
ESSENTIAL DUTIES AND RESPONSIBILITIES:
(The ideal candidate must be able to complete all physical requirements of the job with or without a reasonable accommodation)
- Partner with the IT leadership team to develop and implement IT operational policies, procedures, and standards to enhance the support needs of the organization
- Lead a team of IT End User Services Support Analysts and Administrators including hiring, training, and performance management to ensure team members are valued and accountable to reduce system and customer downtime
- Continuously monitor and evaluate the effectiveness of IT operations and present recommendations to improve processes to IT senior leadership
- Apply appropriate leadership methodologies to ensure team members satisfy team and organizational goals and objectives
- Conduct post incident reviews with direct team to continually refine and improve the service experience for our customers
- Ensure end point devices and software are up to date and patched to mitigate poor customer experience with our endpoint devices
- Maintain Windows system servers to ensure effective performance
- Eliminate aged incidents and requests to improve end user working experience
- Lead effort to reduce mean time to detection and remediation of major incidents across the IT department to minimize service disruptions
Qualifications
KNOWLEDGE/SKILLS/ABILITIES (KSAs):
- Bachelor's degree preferred
- 5 years of experience in IT operations; 2 years in a leadership role
- Preferred knowledge of healthcare and life sciences industry regulations and standards
- Familiarity with IT operational frameworks such as ITIL and SRE
- Strong leadership skills with a proven ability to manage teams and build relationships with stakeholders
- Develop and optimize processes and procedures to deliver effective support to our customers
- Excellent problem-solving skills and the ability to think strategically
- Ability to adapt to evolving initiatives
- Excellent communication skills with the ability to effectively communicate technical information to non-technical stakeholders
- Proficient systems administrator (e.g., Windows Server administration, Active Directory, Entra, system health and resiliency strategy, server lifecycle)
- Proficient administrative knowledge of endpoint compute devices using enterprise tools (e.g., Apple iPad, Apple DEP, AirWatch/Workspace ONE, Microsoft Autopilot, Intune, SCCM)
- Awareness of network administration and services (e.g., VPN, network segmentation, wired and wireless network services)
- While this is a remote worker position, meaningful travel may be required (up to 10% of the year)
*The physical demands described here are representative of those that may need to be met by an employee to successfully preform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Occasional Standing
- Occasional Walking
- Frequent Sitting
- Frequent hand, finger movement
- Use office equipment (in office or remote)
- Communicate verbally and in writing
US Anesthesia Partners, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, status as a parent, national origin, age, disability (physical or mental), family medical history or genetic information, political affiliation, military service, or other non-merit based factors.
