Manager, Enterprise End User Technology

Location: Chicago, Illinois

Business Unit: Rush Medical Center

Hospital: Rush University Medical Center

Department: IT Operations

Work Type: Full Time (Total FTE between 0.9 and 1.0)

Shift: Shift 1

Work Schedule: 8 Hr (9:00:00 AM - 5:00:00 PM)

Rush offers exceptional rewards and benefits learn more at our Rush benefits page (https://www.rush.edu/rush-careers/employee-benefits).

Pay Range: $55.75 - $93.66 per hour
Rush salaries are determined by many factors including, but not limited to, education, job-related experience and skills, as well as internal equity and industry specific market data. The pay range for each role reflects Rush's anticipated wage or salary reasonably expected to be offered for the position. Offers may vary depending on the circumstances of each case.

Summary:

We are seeking an experienced End-User Technology Manager. In this role, you'll lead a team of engineers to optimize and support endpoint services, and enterprise-wide computing solutions. You'll play a key role in ensuring a seamless, high-quality technology experience for a diverse and impactful user base. Key responsibilities include developing KPI reporting, planning technology deployments, driving continuous improvement, managing customer experience, resolving issues, collaborating with cross-functional teams, and managing vendor relationships. From managing system deployments to driving process automation and collaborating with cross-functional teams, your expertise will shape the future of our end-user technology landscape.

If you're an experienced IT leader with a passion for problem-solving, innovation, and customer satisfaction, we'd love to hear from you. Join us and be part of a mission-driven organization where technology meets purpose!

Responsibilities:

• Provide leadership and guidance to the end-user technology engineers, fostering a collaborative and results-driven culture.
• Oversee the deployment, configuration, and maintenance of endpoint hardware, software, and operating systems across Windows OS and Mac OS, and virtual environments.
• Develop and maintain comprehensive reporting and dashboards to track and analyze key performance indicators (KPIs) related to end-user technology.
• Plan, coordinate, and execute technology deployments, ensuring minimal disruption to end users and adherence to project timelines.
• Identify and create opportunities for continuous improvement, such as automation and optimization, to enhance efficiency and effectiveness in end-user technology processes.
• Oversee the management of customer experience, ensuring timely and effective resolution of issues and maintaining high levels of user satisfaction.
• Identify support trends and recurring issues, driving continuous improvement through root cause analysis and problem management.
• Collaborate with cross-functional teams to identify and address areas for improvement in end-user technology and processes.
• Manage vendor relationships, including negotiating contracts, monitoring performance, and ensuring that vendors meet the organization's standards and requirements.
• Stay current with industry trends and best practices in end-user technology management and apply this knowledge to enhance the organization's technology environment.

Qualifications

• Bachelor's degree in computer science, information systems, or related discipline is preferred.
• Prior IT management experience is required, including leading and mentoring technical teams.
• 8 years of experience in Desktop Engineering or a related IT discipline, preferably in a healthcare environment.
• Experience leading enterprise-wide projects; including project and resource planning, change management, risk and issue management.
• Proven experience supporting a large environment comprised of Windows OSX and Mac OSX, and Virtual Desktop environments.
• Expertise in system deployment, imaging, patching automation, and leveraging platforms such as SCCM, JAMF, or Intune.
• Proficient supporting an Epic environment including print management solutions, single-sign on technologies.
• Experience implementing, deploying, and supporting Mobile Device Application and Management tools and infrastructure.
• Project Management certification or equivalent experience
• Strong understanding of ITIL, KPIs, and SLAs
• Prior experience utilizing IT Ticketing systems to track, prioritize, and resolve incidents.
• Highly organized and the ability to deal effectively with competing priorities and demands.
• Strong written and oral communication skills with the ability to engage with staff at all levels.
• Collaborative approach and strong relationship building skills.

Rush is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.