Salary range: $121,500- $182,250/year

ST. CHARLES HEALTH SYSTEM

JOB DESCRIPTION

TITLE:                                      IT Manager End User Services

REPORTS TO POSITION:      Director of System Delivery

DEPARTMENT:                       Information Technology

DATE LAST REVIEWED:        July 2024

OUR VISION:                            Creating America’s healthiest community, together

OUR MISSION:                         In the spirit of love and compassion, better health, better care, better value

OUR VALUES:                          Accountability, Caring and Teamwork

DEPARTMENT SUMMARY:  The Information Services department helps improve the work of our caregivers by providing efficient systems, comprehensive training, and stellar customer service. We do this by taking pride in the integrity of our workflows, data security, and training delivery. We partner with our customers to best leverage various technologies to achieve the best patient outcomes possible by implementing new hardware and software solutions, upgrading existing environments, protecting the data we store, and integrating different solutions to achieve a seamless experience.

POSITION OVERVIEW: The IT Manager End User Services (EUS), at St. Charles Health System; manages, controls, and protects the organization’s IT assets (i.e., hardware) throughout their life cycle, from acquisition through final disposition. This position is responsible for planning, monitoring, and recording software license and/or hardware assets to ensure compliance with vendor contracts. This position assists in forming procurement strategies to optimize technology spend across the organization and develops and implements procedures for tracking company assets to oversee quality control throughout their lifecycles. The Manager is also responsible for collaborating cross-functionally with all Information Technology partners, vendors, and the end user community to provide and implement enterprise solutions for the end-user computing environment. This position works to ensure that End User service levels are met and leads the End User Services team in efforts to identify areas for service improvement and implement those improvements. This position manages assigned caregivers delivering end user services on the IT team.

ESSENTIAL FUNCTIONS AND DUTIES:  

Executes the IT asset management program including processes, procedures, tools, and reporting of hardware assets to support the plan developed by the IT asset manager.

Accounts for the IT assets throughout the enterprise utilizing tools to manage all assets within the organization and affiliated companies.

Builds and drives strategy and matures the End User Services program.

Manages the acquisition of hardware and software to support the end user computing environment from planning through deployment.

Develops and conducts training as needed for use by department level staff to maintain inventory to support the end user computing environment.

Analyzes client contracts, purchase agreements and other data to manage hardware and software to support the end user computing environment effectively.

Manages relationships with vendors, consultants, contractors, and professional associations to keep informed with existing and evolving industry standards and technologies.

Leads the regular review of critical service level and key performance indicators for the end user services being delivered.

Ensures that day-to-day monitoring of end user support is being handled in an effective way and engages for second level escalations for incidents, as necessary.

Develops, maintains, and applies standards ensuring all end user services are responded to in a timely manner and user needs are met through adherence to agreed-upon service level objectives.

Collaborates with teams to review processes and identify/implement opportunities for improvements, applying Value Improvement Practice concepts and tools.

Deliver customer service and/or patient care in a manner that promotes goodwill, is timely, efficient, and accurate.

Responsible for facilitating and guiding the End User Services team, obtaining resources when required, and removing impediments that keep the team from doing their work. 

Hires, directs, coaches, and monitors the performance of all direct reports to develop and maintain a high-performance team that meets organizational and department goals. Provides structure to engage staff and celebrate successes. 

Assists the End User Services team in prioritizing work and directing team tasks.   

Identifies ways to move the organization forward using process improvement and strategic thinking. This requires understanding business needs, issues, and operational goals. Socializes technology development by rounding regularly and encouraging adoption of new features. 

Ensures technology is appropriate to meet the needs of a growing health system and ensures systems are in place to allow caregivers to do their jobs efficiently. 

Develops and maintains upgrade/new functionality roadmaps, understands new development impact, and ensures applications are upgraded on a timely basis. 

Responsible for budget development, regular monitoring of budget allocations, and meeting all operational targets for areas within span of control.  

Monitors and ensures all direct reports are current with compliance and safety requirements. Implements and manages all organizational safety directives and goals.  

Provides and oversees team’s delivery of customer service in a manner that promotes goodwill, is timely, efficient, and accurate. 

Supports the vision, mission, and values of the organization in all respects. 

Provides and maintains a safe environment for caregivers, patients, and guests. 

Conducts all activities with the highest standards of professionalism and confidentiality. Complies with all applicable laws, regulations, policies and procedures, supporting the organization’s corporate integrity efforts by acting in an ethical and appropriate manner, reporting known or suspected violation of applicable rules, and cooperating fully with all organizational investigations and proceedings.  

May perform additional duties of similar complexity within the organization, as required or assigned.

EDUCATION

Required: Bachelor’s degree or combination of education, related industry certification and experience to perform the full scope of the position.

Preferred: N/A

LICENSURE/CERTIFICATION/REGISTRATION

Required: N/A

Preferred: At least (1) IT or professional certification such as Epic, Workday, Dimensions, ServiceNow, ITIL or PMP.

EXPERIENCE

Required: Minimum of five (5) years of IT or similar professional experience and at least one (1) year of supervisory or leadership experience.  Additional experience in a healthcare environment which includes systems and procedure analysis, project management, system support or operational experience in business or clinical area is beneficial.

Preferred: Additional experience with Hospital-based and Ambulatory Clinic-based applications such as Epic, 3M, GE, Workday, ServiceNow, Cerner, Allscripts or McKesson.

ADDITIONAL POSITION INFORMATION:

Travel: Ability to travel to business functions / trainings / meetings for all St. Charles Health System’s sites and affiliate sites as required. Occasional overnight travel will be required.

General Skills:

Manages a high volume of work with efficiency: Has a system for keeping tasks from slipping through the cracks. Able to juggle competing demands and prioritize without sacrificing quality. Identifies deadlines and creates plan to achieve deadlines.  

Resourceful: Consistently overcomes challenges and leverages resources to creatively solve problems. Proposes solutions to issues without much guidance (but is not afraid to ask questions). Proactively asks for help, anticipates problems, and course-corrects where needed.  

Attention to detail: Notices and corrects errors that others might overlook. 

Accountability: Acknowledges mistakes and turns them into learning opportunities. 

Strong sense of ownership, flexibility, and resilience: Plans ahead and finds alternative paths to get to the finish line. Bounces back from setbacks and rejections. Holds self to high standards even when things are hectic. Ready to take advantage of unexpected opportunities; adapts quickly as things change. 

Attentive, empathetic leadership: Enthusiasm for meeting and engaging with people. Empathizes with the teams we serve. Listens closely to understand needs or concerns and takes steps based on that input. Takes pride in providing clear, helpful information. 

Inclusive leadership and management: Brings a clear vision and recognizes the value of divergent perspectives. Approaches leadership with a mindset of “power with” rather than “power over” and regularly includes others in planning and decision-making. Able to make and communicate difficult decisions in the best interest of the organization. Creates plans for staff development, retention, strategy, and improving culture. 

Proactive problem solving: Proactively develop solutions to challenges, including by constantly looking at big-picture progress on the programs team, and by flagging any potential upcoming challenges in the organization overall. 

Mathematical Skills:  

Performs intermediate to advanced math (analysis, statistics, significant data, or number manipulation).  

Language Skills:   

Reads, writes, and speaks English. 

Computer Skills: 

Intermediate to advanced proficiency in Microsoft applications (Outlook, Word, Excel, and Visio), database management, and document preparation.  

PERSONAL PROTECTIVE EQUIPMENT

Must be able to wear appropriate Personal Protective Equipment (PPE) required to perform the job safely.

PHYSICAL REQUIREMENTS:

Continually (75% or more): Standing and walking, lifting/carrying/pushing, or pulling 1-10 pounds, grasping/squeezing.

Frequently (50%): Sitting, bending, stooping/kneeling/crouching, climbing stairs, lifting/carrying/pushing, or pulling 11-25 pounds.

Occasionally (25%): Climbing ladder/stepstool, reaching overhead, lifting/carrying/pushing, or pulling 25-50 pounds, operation of a motor vehicle, using clear and audible speaking voice and ability to hear normal speech level.

Rarely (10%): Keyboard operation.

Never (0%):  Ability to hear whispered speech level.

Exposure to Elemental Factors

Occasionally (25%): Heat, cold, wet/slippery area, noise, dust, vibration, chemical solution, uneven surface.

Blood-Borne Pathogen (BBP) Exposure Category

Risk for Exposure to BBP

Schedule Weekly Hours:

40

Caregiver Type:

Regular

Shift:

First Shift (United States of America)

Is Exempt Position?

Yes

Job Family:

MANAGER

Scheduled Days of the Week:

Monday-Friday

Shift Start & End Time:

8:00am-5:00pm