End User Computing Supervisor

OneOncology-posted 7 days ago

Full-time • Mid Level

Nashville, TN

1,001-5,000 employees

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The End User Computing (EUC) Supervisor will report to the Director of IT Service Delivery and oversee a team of EUC tech analysts. This position combines hands-on technical leadership with people management responsibilities, ensuring high-quality service delivery and continuous improvement across end-user computing operations. The EUC Supervisor will manage day-to-day activities, provide guidance and mentorship, and drive performance management while maintaining a strong technical presence.

Supervise and mentor EUC team members, providing coaching, feedback, and career development.
Conduct regular performance reviews and manage individual development plans.
Oversee scheduling, workload distribution, and ensure SLA compliance.
Maintain and contribute to accurate and up-to-date documentation in ServiceNow.
Serve as the escalation point for complex EUC issues and ensure timely resolution.
Act as a liaison between our client and tier 3 support teams.
Lead initiatives to standardize processes, enhance automation, and optimize lifecycle management.
Maintain hands-on involvement in imaging, deployment, and troubleshooting and endpoint configuration.
Ensure accurate asset management and inventory control through ServiceNow CMDB.
Manage vendor relationships, procurement processes, and contract negotiations for end-user hardware, software and peripherals.
Monitor and report on lifecycle management, budget alignment, and EUC service quality metrics.
Identify efficiency gains and drive automation opportunities across EUC workflows.
Collaborate with finance and IT leadership to forecast and plan procurement needs.
Partner with IT leadership and technical teams to align EUC strategy with broader organizational goals.
Communicate effectively with stakeholders during escalations, critical incidents and service impacts.
Occasional travel, as required.
Other duties as assigned to help drive our mission of improving the lives of everyone living with cancer.

Knowledge and understanding of best practices for end user support.
An ability to think critically, troubleshoot complex issues and adapt systems or processes as needed.
Proven experience of incident analysis, problem management, and the ability to sustainably remove inefficiencies in the support process
Proven experience of change management and the ability to qualitatively introduce updates to the technology operating environment
Strong communication skills, including the ability to be influential and persuasive with stakeholders.
Desire to lead and mentor technicians. This includes coaching, regular feedback, and career pathing.
An ability to recognize service gaps and fill in as a utility player as necessary to complete work and close tickets when service requests spike or service desk resource availability is low
Strong knowledge of hardware, software, and network troubleshooting methodologies
Solid project management and tracking skills with the ability to multitask under pressure.
Experience with remote management of client computers and servers
Bachelor’s degree in Information Systems or related field is preferred.
5+ years in IT support or EUC roles, with at least 2 years in a leadership or supervisory capacity.
Strong technical expertise in hardware, software, and network troubleshooting.
Experience with remote management tools and ITSM platforms (ServiceNow preferred).
Excellent communication, organizational, and problem-solving skills.

Basic certification in A+ and Microsoft Products is preferred; education and/or demonstrated experience may be substituted

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