Manager, End User Support

Job Description

Position Summary

This position will be responsible for the daily operations of ECU Health's three regional support teams and their supervisors. The manager will be responsible for budgeting End User Support operations, project implementations, operational support and contribute to maintaining/improving system performance and end-user satisfaction.

This employee works as a key member of the leadership team to ensure that the overall End User Services department is meeting its strategic and operational goals and acts as a trusted advisor. This position builds and maintains relationships with other Information Systems and business leaders to develop a clear understanding of business needs; ensures cost-effective delivery of end user services to meet those needs and can respond with agility to changing business priorities.

This role collaborates with the Director of End-User Services, IT leaders and Project

Management Office to ensure understanding of business cases and to ensure that the End-User Services and hardware will meet the business need. This role will recommend and oversee approved projects that expand, change, or improve End-User Support. This role will support cross-departmental collaboration and internal communications with staff throughout the Information Services organization, as well as promoting a positive work environment that supports consistency and drives efficiency throughout the organization.

Minimum Requirements

* Bachelor's degree- or higher-in Information Systems, Computer Science, Business, Engineering or other related discipline.

* Related certifications such as MCSE, MCSA, CompTIA A+, ITIL, etc. desired.

Experience:

* 5+ years of various experience in Information Technology.

* 3+ years progressive leadership experience in an IS team with a strong operational background and proven track record of accomplishments in Information Services within a large, complex, multi-location organization or ability to demonstrate applicable qualifications.

* 3+ years of experience negotiating with and managing partner relationships.

* Healthcare experience preferred but not required.

* Industry Certifications preferred but not required

Skills/Services/Requirements:

* Strong communication and interpersonal skills to effectively interact with all levels of management.

* Acute attention to detail and accuracy.

* Extensive experience working with IS vendors, suppliers, and managed services providers.

* Ability to bring insight, knowledge, best practices, and feedback to strategic discussions.

* Excellent presentation, communication, negotiation, and collaboration skills.

* Demonstrated ability to effectively communicate technical and business issues and solutions to multiple organizational levels.

* Strong leadership and organizational skills with the ability to adapt quickly to changing priorities.

* Ability to create and manage operational and capital budgets with appropriate reporting.

* Ability to work in a fast-paced environment.

* Strong leadership skills, personal drive, and ability to see projects through to execution.

* Identifies process improvement opportunities and communicates them to appropriate IT leadership.

* Adheres to the Code of Conduct and Mission and Value Statements.

* Demonstrated experience in establishing standard processes and managing performance to achieve key metrics.

* Ability to influence and coordinate cross-functional teams to achieve organizational goals.

* Strong analytical and problem-solving skills.

* Innovative thinker who can present understandable alternatives to both users and technical individuals.

* Ability to remain calm and productive in all situations.

* Proven experience in maintaining schedules, documentation, communications, and meeting deadlines.

* Proven experience or demonstrated capability in leading IS operations teams in complex environments.

Pay Range

$92,206.40 - $

Other Information

Location - Greenville, NC

Onsite

Manager will work normal day shift.

There is on call escalation requirements as well as potential for occasional evening or weekend work for emergencies or projects.

ECU Health

About ECU Health

ECU Health is a mission-driven, 1,708-bed…