Manager-Desktop and Mobility Services

Eisenhower Health•Rancho Mirage, CA

10d•$50 - $76

About The Position

Leads the transformation of our end-user IT infrastructure, overseeing desktop and laptop refreshes, smart device support and replacements, and application upgrades across a network of endpoints. Responsible for leading a team of technicians who support the IT needs of Eisenhower employees, manage customer computers, printers, and other peripherals. As well as participating in the EMC IT Incident Response Team, and working closely with other teams to maintain and improve the cybersecurity posture for users and devices.

Requirements

Bachelor’s degree in Information Technology or related field or an additional four (4) years of applicable experience in lieu of bachelor’s degree
Relevant Information Technology certification(s) in desktop, mobility IT technologies and/or Project Management
Five (5) years of progressively responsible experience in information technology or nine (9) years of progressively responsible experience in information technology without a bachelor’s degree
Ability to create and maintain positive interpersonal relations with peers, staff, leaders and vendors
Ability to delegate tasks effectively, optimize team productivity and ensure alignment with organizational goals and objectives
Ability to drive technical advancements
Ability to exceed customer expectations, achieve outcomes and support Eisenhower Health’s goals for ideal patient care
Familiarity with VOIP phone systems, printers and other end-user peripheral equipment
In-depth knowledge of desktop and laptop hardware, operating systems and software applications
Knowledge of desktop and mobile device management software applications such as Mobile Iron, Ivanti LANDesk, etc.
Project management skills; ability to manage multiple projects and appropriately escalate risks and issues
Skilled at mentoring others, including junior and experienced analysts
Strong understanding of IT security best practices
Written and verbal communication skills

Nice To Haves

Master's degree in Information Technology, Health, Science, Business
Secondary Information Technology certification(s)
Progressively responsible experience in IT endpoint and staff management; experience with large-scale infrastructure upgrades and migrations

Responsibilities

Demonstrates compliance with Code of Conduct and Compliance Policies and takes action to resolve compliance questions or concerns and reports suspected violations.
Develops and implements practices and strategies for the timely and efficient refresh of desktop computers, laptops, and smart devices.
Leads the planning and execution of application upgrades across all endpoints.
Ensures seamless integration of new technologies into the existing infrastructure.
Maintains and improves the cybersecurity posture of the organization as it relates to desktop and mobile devices.
Ensures that patching and upgrades of IT tools, desktops, printers, smart phones, tablets are completed monthly, and audits the results regularly, identifying gaps in cyber security.
Constructs cybersecurity gap plans for remediation.
Troubleshoots and resolves complex technical issues, ensuring minimal downtime and disruption.
Manages projects by identifying and clarifying issues/priorities; communicates and coordinates requirements; evaluating milestone accomplishments and optional courses of action.
Creates a supportive environment that promotes innovative employees and high morale.
Fosters a collaborative, supportive and innovative customer support team culture.
Refreshes desktop and mobile hardware and operating systems; works with IT Director on budgeting and planning for the same.
Develops a qualified, engaged, certified staff and leadership team to support the systems in production throughout the health system.
Assigns responsibilities, projects and tasks to staff, balances skills and workload of the group to ensure the best support and customer satisfaction.
Supervises staff and manages employee performance; provides on-going performance feedback, addresses problems, orients and trains employees, verifies competency and identified and suggests ways to develop skills.
Champions and promotes effective system selection options, system support and process redesign with Eisenhower leadership; recommends the use of IT to improve quality and the employee and patient experience.
Achieves management goals and responsibilities set forth by the Executive Leadership Team.
Works closely with Information Systems management team to ensure unison across technology hardware, software and platforms.
Communicates with customers on business issues/needs and translates those needs into appropriate technical solutions.
Leads operational and support aspects of end-user device vendor/contracts, cost monitoring/control, communication plan and documentation.
Works with vendors to determine, review and document acceptance of system changes; facilitates communications between IS Systems Analyst personnel and vendor representatives.
Performs other duties as assigned.