End User Support Manager - Greenville, NC

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940356

Vidant Health

Full-Time

Regular

Vidant Health

About Vidant Health

Vidant Health, located in eastern North Carolina, is a comprehensive health system that is made up of 8 hospitals that serve 1.4 million people in 29 counties. Vidant Health includes Vidant Medical Center, community hospitals, physician practices and partners that collaborate with Vidant Health to enhance the quality of life of our patients.

Information Services at Vidant Health

Vidant Health offers comprehensive Information Technology (IT) services and infrastructure to support and enable all aspects of organizational operations. Our IT division consists of a state-of-the-art data center located in Greenville, NC. The data center services all information technology needs of Vidant Health facilities. All Vidant Health owned or leased hospitals are on a common IT platform, including our electronic health record (EHR) that uses Epic's suite of applications. Vidant Health has achieved Meaningful Use Stage 2 recognition and is also approaching Stage 7 for HIMSS Analytics’ Electronic Medical Records Adoption Model (EMRAM) recognition.

Position Summary

Vidant Health is conducting a search for a Manager of End User Support.  The Manager of End User Support is responsible for the planning, budgeting, design, implementation, operation, support and performance of end user technology. This includes managing day-to-day operations, improving infrastructure costs, and maintaining/improving system performance and end-user satisfaction. The manager works as a key member of the leadership team to ensure that the overall End User Support department is meeting its strategic and operational goals and acts as a trusted advisor. This Manager of End User Support builds and maintains relationships with other Information Systems and business leaders to develop a clear understanding of business needs; ensures cost-effective delivery of end user services to meet those needs, and is able to respond with agility to changing business priorities. This role will have oversight of a team of approximately 27.

The Manager of End-User Support is responsible for managing a staff of End-User Support personnel in the planning, design, development, configuration, implementation, support and adoption of End-User Support solutions.  The End-User Support team is responsible for analyzing, configuring, testing and insuring proper implementation of End-User services and related systems.

The Manager of End-User Support works proactively with leaders of all levels across Information Services and Vidant in managing end user issues while maintaining exceptional end user services. The manager will leverage their years of hands-on technical and managerial experience with various technologies, applications, workstations and peripherals, etc. to ensure quick resolution of incidents and requests, minimal end user disruption and downtime, root cause analysis, and service improvements. Additionally, the candidate will draw on IT service management and project management skills to maximize collaboration and productivity of their staff, along with providing effective end user support.

The manager coordinates with other Information Services Teams and Service Providers to plan the support and maintenance/upgrades of the End-User services. This includes evaluating and making recommendations on enhancements to the existing services and hardware.

The Manager of End User Support collaborates with the Director of End-User Services, IT leaders and Project Management Office to ensure understanding of business cases and to ensure that the End-User services and hardware will meet the business need. This role will recommend and oversee approved projects that expand, change, or improve End-User Support.

Minimum Requirements

Bachelor's degree in Information Systems, Computer Science, Business, Engineering or other related discipline. 

Related certifications such as MCSE, MCSA, CompTIA A+, ITIL, etc. desired.

Experience:

  • 5+ years of various experience in Information Technology.

  • 3+ years of progressive experience in an IS (leadership/management role) with a strong operational background and proven track record of accomplishments in Information Services within a large, complex, multi-location organization or ability to demonstrate applicable qualifications.

  • 3+ years of experience negotiating with and managing partner relationships.

Demonstrated track record implementing and successfully managing a mission critical IS production environment with multiple stakeholders in a multi-entity, geographically diverse organization.
Healthcare experience preferred but not required.

Skills/Services/Requirements:

  • Extensive experience working with IS vendors, suppliers and managed services providers.

  • Ability to bring insight, knowledge, best practices and feedback to strategic discussions.

  • Excellent presentation, communication, negotiation and collaboration skills.

  • Strong leadership and organizational skills with the ability to adapt quickly to changing priorities and assignments.

  • Ability to create and manage operational and capital budgets with appropriate reporting.

  • Ability to work in a fast-paced environment.

  • Demonstrated experience in establishing standard processes and managing performance to achieve key metrics.

Deep knowledge in the following technologies:

  • Microsoft Windows 7 and 10, with the ability to optimize the stack for performance and security

  • Desktop and laptop hardware running Microsoft Windows

  • Virtualized desktop and applications through Citrix and VMware

  • Microsoft Office and Microsoft Office 365

  • Solving performance issues across all layers of desktop hardware, OS, and networking.

Other Information

Questions?  e-Mail: JOBS@VIDANTHEALTH.COM

General Statement

It is the goal of Vidant Health and its entities to employ the most qualified individual who best matches the requirements for the vacant position.

Offers of employment are subject to successful completion of all pre-employment screenings, which may include an occupational health screening, criminal record check, education, reference, and licensure verification.

We value diversity and are proud to be an equal opportunity employer.   Decisions of employment are made based on business needs, job requirements and applicant’s qualifications without regard to race, color, religion, gender, national origin, disability status, protected veteran status, genetic information and testing, family and medical leave, sexual orientation, gender identity or expression or any other status protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer, or against any individuals who assist or participate in the investigation of any complaint.

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