Manager, IT End User Experience

Blue Cross and Blue Shield of Kansas City • Baltimore, MO

14d

About The Position

The Manager, IT End User Experience oversees all enterprise technologies that enable employee productivity, collaboration, and communication across the organization. This includes Microsoft 365 services, endpoint management, virtual desktop infrastructure, conferencing and telephony platforms, and contact center technologies. The role ensures employees have seamless access to the tools, data, and systems they need to perform effectively, while maintaining security, compliance, and operational excellence in alignment with the company’s Azure Cloud-First strategy. The candidate for this position must live within the Kansas City metropolitan area.

Requirements

• Bachelor’s degree or an equivalent combination of education and experience
• 5+ years of experience in IT infrastructure, end user services, or digital workplace management.
• 3+ years of management or team leadership experience.
• Strong understanding of Microsoft 365 ecosystem, Azure AD, and Intune for device and identity management.
• Hands-on experience managing virtual desktop environments using VMware Horizon and Azure Virtual Desktop (AVD) .
• Proven experience managing collaboration and conferencing systems (e.g., Cisco Teams, Microsoft Teams Rooms).
• Demonstrated experience managing or supporting enterprise contact center platforms (preferably NICE CCaaS).
• Excellent communication, leadership, and stakeholder management skills.

Nice To Haves

• Experience in a healthcare payer or regulated industry environment.
• Proven success leading digital workplace transformation or modernization initiatives.
• Familiarity with ITIL frameworks, service management practices, and ticketing tools (e.g., ServiceNow).
• Certifications in Microsoft 365, Azure, VMware , or IT service management (ITIL, HDI).
• Strong vendor management and contract negotiation skills.

Responsibilities

• Lead the design, implementation, and support of end user technologies including Microsoft 365 (Teams, SharePoint, Exchange Online, OneDrive), endpoint management via Intune and Azure AD, and device lifecycle management.
• Manage enterprise virtual desktop environments leveraging VMware Horizon and Azure Virtual Desktop (AVD) to ensure secure, scalable, and performant access for remote and on-site users.
• Oversee call center infrastructure, including administration of NICE Contact Center as a Service (CCaaS) , call routing, and IVR capabilities.
• Manage enterprise collaboration and conference room technologies, including Cisco Teams and Microsoft Teams Rooms , ensuring consistent and reliable user experience.
• Establish and enforce end user computing standards, policies, and security compliance aligned with healthcare data protection and HIPAA requirements.
• Develop and maintain an enterprise roadmap for end user technology, ensuring readiness for emerging tools and features in the Microsoft, VMware, and Azure ecosystems.
• Lead and mentor IT support and engineering teams, fostering a culture of continuous improvement and service excellence.
• Manage vendor relationships, service contracts, and budgets for end user experience services.
• Drive digital workplace initiatives that align technology, business processes, and employee experience to improve collaboration and productivity.
• Monitor key performance indicators (KPIs) for service delivery, incident response, and user satisfaction, implementing corrective actions as needed

Benefits

• Highly competitive total rewards package, including comprehensive medical, dental and vision benefits as well as a 401(k) plan that both the employee and employer contribute
• Annual incentive bonus plan based on company achievement of goals
• Time away from work including paid holidays, paid time off and volunteer time off
• Professional development courses, mentorship opportunities, and tuition reimbursement program
• Paid parental leave and adoption leave with adoption financial assistance
• Employee discount program

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 101-250 employees