Manager, End User Computing

Overview:

The End User Computing Manager will be results oriented who will provide strong leadership, strategic planning, direction, and team management to drive future technologies and ensure the stable day-to-day operation of our IT infrastructure. This includes the development, optimization, and engineering of key functional areas, particularly Citrix, application delivery, hybrid cloud, IGEL, and Imprivata technologies. This position will also provide leadership and direction for all support, maintenance, and projects related to Citrix, application delivery, hybrid cloud, IGEL, and Imprivata.

The Manager, End User Computing will work to continually improve the end user experience through enhanced tools, procedures and customer service methods. This position will work in close conjunction with other IS teams to engineer, implement and deploy new corporate projects and provide technological guidance and advice to those teams.

The Manager, End User Computing will possess strong leadership skills managing technical staff and projects, assigning and organizing tasks, overseeing implementation of upgrades, projects and new technologies. This position is also challenged with scheduling and directing activities to resolve end user issues and problems in a timely and accurate manner. This position will also be responsible for communicating regularly with staff through group meetings and individual sessions while providing them with direction, supervision, training and development. The Manager, End User Computing reports to the Senior Manager, Infrastructure.

• Strong leadership skills will be needed in order to lead projects and technical staff, assigning and organizing tasks while leading the engineering/implementation of upgrades, projects, and new technologies. This position will be responsible for short and long-term planning that ensures operational capacity meets current and future enterprise infrastructure and cloud requirements.
• Ensures users are provided efficient, effective and timely support on a 24x7 basis while managing staff scheduling to ensure optimal coverage and responsiveness.
• Provide technical leadership, development, and management to a team of IT engineers, analysts, and specialists in the design, development, and management of our IT infrastructure to ensure reliability, scalability, flexibility, security, and high performance.
• Manage and set priorities for the design, maintenance, development, evaluation, and implementation of all infrastructure systems, including but not limited to virtualization and application delivery, operating systems, servers, and server-based application installations.
• Identifies incident commonalities and initiates root cause analysis exercises to identify and correct major problems.
• Design and implement short- and long-term strategic plans to ensure infrastructure capacities are modernized to meet existing and future requirements.
• Establish cost-effective budgetary requirements to ensure that the infrastructure keeps up with business requirements and can continue to be supported by manufacturers.
• Strong teamwork, interpersonal and communication skills a must. Ability to read, write, and speak in a professional manner.
• Must possess an appropriate sense of urgency, responsibility, promptness, and professionalism.
• Coordinate with other IS/IT functions to ensure the overall stability and efficiency of end user computing environments.
• Anticipate and meet end user needs by continuously evaluating employee technology needs and implement support solutions to meet those needs.
• Assist with Disaster Recovery planning and testing, provide input to ensure that protocols and procedures are taken into account for communications systems and successful DR tests are completed each calendar year.
• Recognizes and identifies potential areas where existing policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion.
• Supports the mission and direction of Concentra Information Services both within the department and throughout the corporation.
• Adheres to departmental Change Control processes and procedures.
• Stay up to date with current technologies and technical developments related to supported technologies.
• Report on any security violations related to the unwarranted access to corporate data.
• This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

• Bachelors degree in MIS, IT or related field
• In lieu of an undergraduate degree, the ratio is 1:1 meaning one year of college is equal to one year of directly related work experience and vice versa

• Minimum 8 years experience in the IT/IS field. Healthcare experience preferred
• Minimum 3 years of IT management experience in a large, multi-site environment

• Concentra Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency, Initiative and Flexibility
• Ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions
• Outstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalism
• The ability to properly handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policies
• Demonstrated experience in an ITIL framework environment with proficiency in incident and service management required
• Familiarity with all types of end user devices including desktops, laptops, tablets, cell phones and peripherals such as scanners, printers, etc.
• Experience in managing projects that require collaboration from multiple business units
• Demonstrated strong leadership and personnel/project management skills
• Ability to prioritize and execute tasks in a fast-paced environment
• Ability to conduct research into issues and products as required
• Strong interpersonal, written and oral communication skills
• Must have the ability to multitask and make decisions independently
• Ability and desire to learn new skills quickly
• Effectively communicate issues and resolutions to all levels of the organization
• Ability to maintain confidentiality with sensitive customer and internal information
• Highly self-motivated and directed with strong attention to detail
• Excellent analytical and problem-solving skills are essential
• Must possess a personal sense of urgency
• Strong customer service orientation
• Available off-hours when needed to support ongoing operations and high impact projects
• Willingness to travel

Employee Benefits

• 401(k) Retirement Plan with Employer Match
• Medical, Vision, Prescription, Telehealth, & Dental Plans
• Life & Disability Insurance
• Paid Time Off
• Colleague Referral Bonus Program
• Tuition Reimbursement
• Commuter Benefits
• Dependent Care Spending Account
• Employee Discounts

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation, if required.

*This job requires access to confidential and sensitive information, requiring ongoing discretion and secure information management*

Concentra is an Equal Opportunity Employer, including disability/veterans