Manager, IT End User Services (Remote)

Beth Israel Lahey Health

1d • Remote

About The Position

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives. Responsible for delivering world class support and fulfillment services for area of focus across all BILH entities and is on point to contribute to the consolidation of the End User functional area of responsibility (Device Provisioning, Identify Access Management, Mobility) in collaboration with the Director of End User Services. Works with leaders across the BILH business to prioritize needs and value, drives technology innovation strategy, focus, business and clinical outcomes, overseeing support tickets and fulfillment in assigned domain ensuring they are responded to and resolved within SLA. Contributes to the development and execution of the enterprise-wide IT strategy for End User Service area of focus and ensures alignment with the enterprise's business strategy and the delivery of capabilities required to achieve business success. Develops, implements, and oversees strategies involving the innovation of the assigned End User Service domain (Device Provisioning, Identify Access Management, Mobility) Job Description:

Requirements

• High School diploma or GED required. Bachelor's degree preferred.
• 5-8 years related work experience required and 1-3 years supervisory/management experience required
• Has a customer centric mindset.
• A track record of expanding responsibilities with a deep knowledge of assigned End User Services domain.
• Advanced technical computer skills as required for technical support specific to functional area and related systems.

Nice To Haves

• ITIL certified.

Responsibilities

• Drives high customer satisfaction and ensure services are in line with BILH needs. Consistently exceeds end user expectations by meeting established SLA's and customer demands.
• Contributes on setting the mission and vision for the End User Device team. Brings innovative technology services to foster a business-oriented culture and mindset driven by continual service improvement techniques. Acts as a champion with the responsibility of communicating innovative technology goals to IT senior leaders.
• Partners with IT Leaders and their teams on cross functional projects and initiatives. Ensures the End User Device Provisioning team is prepared for any spikes in work load including projects.
• Develops a long-term strategic vision for areas of responsibility, taking into account best practices in the field and changing organizational needs; accountable for the overall innovative technology portfolio across his/hers areas of responsibility.
• Provides direction, mentoring and coaching to staff to increase the capabilities and effectiveness of your team, to develop competencies to ensure they are meeting their goals and objectives.
• Able to develop and implement such innovative strategies like zero touch PC deployment and asset recovery.
• Works to develop a technology driven business focused roadmap.
• Ensures that support incidents and requests are handled following an ITIL based framework.
• Has the authority to direct and support employees daily work activities. Has the direct responsibility to undertake the following employment actions: hiring, termination, corrective action and performance reviews.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 251-500 employees