Position Title:

Manager, End User Support

Department:

Information Systems

Job Description:

General Description:

Under limited direction, responsible for leading the effective management of the End User Support team to provide timely, customer oriented, and efficient service of the highest quality.  The individual in this role will provide leadership around and be accountable for all end user technical support services, establishing goals and priorities, and monitoring the overall performance of the team.  Manages current and planned IT end user support services within OU Health. This Manager ensures that the service delivery and end user support functions needed to support the mission, goals and operations of the organization are provided in a timely, accurate, creative, and cost-effective way. This position ensures continuity and alignment of the facility’s technical services direction with OU Health’s strategic plans. 

Essential Responsibilities:

Responsibilities listed in this section are core to the position. Inability to perform these responsibilities with or without an accommodation may result in disqualification from the position. 

• Primary responsibilities include serving as the manager of end user support services for OU Health, managing the work activities of technical personnel assigned to the hospital and clinics and coordinating consistent support of technical services and implementation activity within the organization.
• Requires subject matter knowledge across technical applications. This position must stay abreast of latest technical developments to ensure service levels proactively meet or exceed company requirements and service level agreements with key stakeholders and vendors.
• Assists in resolving highly complex issues regarding technical services, coordinates facility technical projects, assists in developing strategies for training and tools for technical services across the organization, and champions standardization, utilization, optimization and use of best practices in technical services.
• Extensive experience in creation of technical support processes and workflow.
• Participates in resource planning and allocates resources to meet goals of the technical services area, IT goals and business priorities.
• Strong analytical skills and detailed organizational skills.
• Strong leadership and management skills.
• Responsible for personnel management, performance reviews, competency development, and coaching of organizational technical services resources.
• Lead a team of IT Support professionals that enable organizational success.
• Employ hands-on leadership to build solutions and address technical hurdles.
• Encourage and develop the IT support team to grow and challenge themselves.
• Develops team members ensuring they can problem solve, think critically, and deliver services within documented SLAs.
• Create a world-class employee onboarding experience.
• Devise support solutions that empower users to succeed.
• Employ innovative approaches to knowledge management and sharing.
• Identify informal processes and make them documented, repeatable, and scalable.
• Build relationships with key partners throughout the company.
• Demonstrated ability to work in stressful situations.
• Meets with facility-level leadership teams, as needed, to align strategy, services, and coordinate implementation activities.

General Responsibilities:

• Responsible for technical and managerial leadership in establishing goals and priorities and in the overall management of current and planned technical services.
• Other duties as assigned.

Minimum Qualifications:

Education:  Bachelor’s degree required. Bachelor’s degree in IT or Healthcare preferred.

Experience:  3 to 5 years of progressive leadership experience required including at least 5 years of direct related experience in end user technical services support. Technical experience in a large, complex organization or corporate structured environment. Experience creating and leading communications with direct reports, senior leaders, business partners, vendors to ensure collaboration, efficiency, and service excellence.

License(s)/Certification(s)/Registration(s) Required: ITIL Foundation required or ability to obtain within 36 months of hire.

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OU Health is an equal opportunity employer. We offer a comprehensive benefits package, including PTO, 401(k), medical and dental plans, and many more. We know that a total benefits and compensation package, designed to meet your specific needs both inside and outside of the work environment, create peace of mind for you and your family.