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Manager of End User Services

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Company: Boston Medical Center Healthnet Plan

Location: Boston, MA

Date Posted: May 22, 2014

Source: Boston Medical Center HealthNet Plan

Job Summary:

The Manager of End User Services leads a team in the delivery of technology services to both internal and external users of BMCHP Applications and Systems. The manager provides oversight to the Service Desk providing phone and desk side support services to onsite users at Corporate Headquarters, remote office and teleworkers. Manages the procurement, deployment, maintenance and upgrades of BMCHP End User devices. The manager increases overall IT Productivity by identifying services and problem resolutions that can be handled by the Service Desk resulting in the reduction of desk side visits and/or escalations to Senior IT resources. Responsible for keeping pace with new technology and performs a key role in the development, ongoing updates and implementation of the End User Experience roadmap.

Key Functions/Responsibilities:

* Manages the Service Desk staff to include hiring, work allocation, scheduling, professional, development, problem resolution, service level attainment, performance evaluation and related ...

Job Summary:

The Manager of End User Services leads a team in the delivery of technology services to both internal and external users of BMCHP Applications and Systems. The manager provides oversight to the Service Desk providing phone and desk side support services to onsite users at Corporate Headquarters, remote office and teleworkers. Manages the procurement, deployment, maintenance and upgrades of BMCHP End User devices. The manager increases overall IT Productivity by identifying services and problem resolutions that can be handled by the Service Desk resulting in the reduction of desk side visits and/or escalations to Senior IT resources. Responsible for keeping pace with new technology and performs a key role in the development, ongoing updates and implementation of the End User Experience roadmap.

Key Functions/Responsibilities:

* Manages the Service Desk staff to include hiring, work allocation, scheduling, professional, development, problem resolution, service level attainment, performance evaluation and related supervisory activities.

* Practices and ensures delivery of exceptional customer service to all internal / external IT support customers.
* Manages Corporate and Remote Offices computing environment, including conference rooms and is responsible for keeping all systems, software, and patches up to date.
* Establishes, plans, and implements all End User policies and procedures.
* Responsible for tracking, maintaining, and auditing all desktop hardware, software and peripherals assets.
* Stay current on new technology and provide input to strategy for adoption.
* Manages all End User service level agreements and produces metrics in support of results and analyzes results to identify trends and opportunities for improvement.
* Monitors, tracks, and maintains all BMCHP End User software and operating system licensing levels and ensures license compliance according to software.
* Develops asset refresh plans and new technology adoption.
* Fulfilling ongoing audit functions and support of external audit requests.
* Responsible for software licensing procurement, and compliance. Responsible for Incident Management, and coordinates problem management efforts as needed.
* Budgeting and expense tracking
* Provides hands on support when necessary

Supervision Exercised:

* Manage up to 10 staff within the Service Desk and End User Support functions.
* Serve as technical lead by providing guidance and direction for Service Desk staff.

Required Skills

Qualifications:

Education Required:

* Bachelor’s degree in Computer Science, Information Systems, related field or an equivalent combination of education, training and experience is required.

Experience Required:

* Seven+ years experience managing technology teams.
* Four + years of experience troubleshooting end user software and hardware issues.
* Experience in the negotiation and management of vendor contracts for product and/or services
* Experience in the development and reporting of End User Metrics

Preferred/Desirable:

* ITIL training and implementation experience strongly preferred
* Healthcare information systems work experience preferred.
* Experience with LANDesk ticketing
* Experience managing a Microsoft Enterprise License Agreement
* Experience with Window7, Office 2010 and VDI implementation and support

Certification or Conditions of Employment:

* Pre-employment background check

Competencies, Skills, and Attributes:

* Comprehensive knowledge and experience of Windows Client & Server environments.
* Customer service driven in every aspect of management style.
* Ability to work effectively on cross functional teams
* Proven team-building skills. Proven experience motivating, coaching, developing, and performance management.
* Able to handle large workloads with competing priorities.
* Project Management skills.
* Experienced in the development of policies and procedures.
* Knows and stays current with Best Practice Security methods.
* Understands HIPAA Regulations and impact to End User Support operations.
* Very strong organizational and communication skills required.
* Strong knowledge of technical troubleshooting methodologies
* Possesses experience organizing and performing large-scale PC hardware/software rollouts.

Working Conditions and Physical Effort:

* Regular and reliable attendance is an essential function of the position.
* Work is normally performed in a typical interior/office work environment.
* No or very limited physical effort required. No or very limited exposure to physical risk.
* Provides emergency 24X7 technical support as needed.
* Ability to work in a fast paced environment.
* Some travel to regional offices is required.

!mon

* Manages the Service Desk staff to include hiring, work allocation, scheduling, professional, development, problem resolution, service level attainment, performance evaluation and related supervisory activities.

* Practices and ensures delivery of exceptional customer service to all internal / external IT support customers.
* Manages Corporate and Remote Offices computing environment, including conference rooms and is responsible for keeping all systems, software, and patches up to date.
* Establishes, plans, and implements all End User policies and procedures.
* Responsible for tracking, maintaining, and auditing all desktop hardware, software and peripherals assets.
* Stay current on new technology and provide input to strategy for adoption.
* Manages all End User service level agreements and produces metrics in support of results and analyzes results to identify trends and opportunities for improvement.
* Monitors, tracks, and maintains all BMCHP End User software and operating system licensing levels and ensures license compliance according to software.
* Develops asset refresh plans and new technology adoption.
* Fulfilling ongoing audit functions and support of external audit requests.
* Responsible for software licensing procurement, and compliance. Responsible for Incident Management, and coordinates problem management efforts as needed.
* Budgeting and expense tracking
* Provides hands on support when necessary

Supervision Exercised

* Manage up to 10 staff within the Service Desk and End User Support functions.
* Serve as technical lead by providing guidance and direction for Service Desk staff.

Required Skills

Education Required

* Bachelor’s degree in Computer Science, Information Systems, related field or an equivalent combination of education, training and experience is required.

Experience Required

* Seven+ years experience managing technology teams.
* Four + years of experience troubleshooting end user software and hardware issues.
* Experience in the negotiation and management of vendor contracts for product and/or services
* Experience in the development and reporting of End User Metrics

Preferred/Desirable

* ITIL training and implementation experience strongly preferred
* Healthcare information systems work experience preferred.
* Experience with LANDesk ticketing
* Experience managing a Microsoft Enterprise License Agreement
* Experience with Window7, Office 2010 and VDI implementation and support

Certification or Conditions of Employment

* Pre-employment background check

Competencies, Skills, and Attributes

* Comprehensive knowledge and experience of Windows Client & Server environments.
* Customer service driven in every aspect of management style.
* Ability to work effectively on cross functional teams
* Proven team-building skills. Proven experience motivating, coaching, developing, and performance management.
* Able to handle large workloads with competing priorities.
* Project Management skills.
* Experienced in the development of policies and procedures.
* Knows and stays current with Best Practice Security methods.
* Understands HIPAA Regulations and impact to End User Support operations.
* Very strong organizational and communication skills required.
* Strong knowledge of technical troubleshooting methodologies
* Possesses experience organizing and performing large-scale PC hardware/software rollouts.

Working Conditions and Physical Effort

* Regular and reliable attendance is an essential function of the position.
* Work is normally performed in a typical interior/office work environment.
* No or very limited physical effort required. No or very limited exposure to physical risk.
* Provides emergency 24X7 technical support as needed.
* Ability to work in a fast paced environment.
* Some travel to regional offices is required.

!mon

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