Manager End User Services

About the Team:

The individual stepping into the End User Services Team Manager role at the Hospital will oversee a dedicated team of 15 IT professionals. This team is the technological backbone of the hospital, handling everything from desktop support and middleware systems to audiovisual equipment and print services. They are entrusted with the management of 17,500 devices spread across 20 clinics and three major hospital buildings. As the leader, the manager will guide this team as they navigate the challenges of end-user interactions and device management, ensuring seamless technological experiences throughout the hospital.

About:

The new End User Services Team Manager at the Hospital will be stepping into an environment with a rich history, but where the IT department operates with a more traditional, "mom n pop" style. Historically, this team has faced challenges, due to a large volume of work and lack of the necessary structure to manage it effectively. The hospital staff heavily relies on IT, often resorting to informal communication methods, like directly reaching out to their preferred technician. The objective for this role is to instill a more structured and efficient approach. The ideal candidate will be someone driven by the mission, with the capability to stabilize, structure, streamline work, and efficiently block and tackle for the team. They will be tasked with redirecting these informal requests, creating informative tip sheets, and establishing clear processes and procedures. Documenting these procedures and developing a robust training program for both the IT desk and the end users will be pivotal. The manager's strategic vision will be crucial in transforming the department's operations.

Must have skills / experience:

Team Management: Experience managing a team of 20+ members, preferably oriented towards Service Desk.

M365 Proficiency: Familiarity with Microsoft 365, including:

• Patching desktops and laptops.
• Teams administration.
• Office Suite expertise, including Outlook, PowerPoint, Word, and Excel.

Mobile Device Management: Experience in managing mobile devices, with a significant emphasis on:

• InTune: Especially valuable if they've managed devices like iPads using InTune.

IT Service Management (ITSM) Tools: Familiarity with ITSM toolsets and related processes, including:

• Configuration Management: Managing and maintaining hardware and software configurations.
• Change Management: Understanding the importance and process of managing changes in IT infrastructure.
• Change Control Board: Understanding the purpose of a change control board and the kind of items that require change control.

Ticketing System Proficiency:

• A grasp on the concept behind ticketing and the importance of prioritizing tickets.
• Familiarity with IDOL: If they understand or can speak about IDOL, it indicates they can quickly adapt to the ticketing system in use.

Technical Expertise:

• Experience in building images for Windows 10 and 11.
• Knowledge about print servers and the mechanics of printing.

Training and Development:

• Proven experience in training teams and end users.
• Capability to create and implement comprehensive training packages for IT desks and end users.

Process and Procedure Implementation:

• Ability to create tip sheets, communicate methods to optimize processes, and align staff to new operating principles.
• Emphasis on reducing informal communication and working towards regimented, structured processes and procedures, with a clear understanding of the Macro vs. Micro approach.
• A track record of creating, implementing, and streamlining processes and procedures.

Additional tools in use / plusses for candidates:

• Citrix - They use XenApp for application virtualization.
• Nexthink, EasyVista – their service management platform used for ticketing and IT service management, Workspace ONE – their legacy EMM platform, Language Line – Tool they use to translate.
• Epic
• Experience with medical equipment like barcode scanners and label printers.

Personality profile:

• Values autonomy and is comfortable with full control in their role.
• Kind and direct approach.
• Strong-willed and able to redirect informal communication to more structured channels.
• Values honor and doing the right thing.
• Proactive and a self-starter.
• Strategic thinker.