Position Summary

Status: Full-Time

Schedule: Fully on site, Monday-Friday

Location: Downtown Orlando

*On Call Required*

Position Overview

The Manager, End User Device Operations provides leadership and operational oversight for enterprise endpoint support and device lifecycle services across a large, complex healthcare integrated delivery system. This leader is responsible for ensuring reliable, responsive, and standardized end-user technology services that support clinical care, business operations, and executive functions across hospitals, ambulatory locations, and corporate sites. Primary areas of accountability include endpoint deployment and refresh, hardware support and replacement, inventory and asset control, secure disposition, executive support, imaging, troubleshooting, moves/adds/changes, and large-scale installation initiatives. This role fosters a culture of service excellence, accountability, collaboration, and continuous improvement, with clear focus on operational performance, customer experience, and alignment to organizational standards. Success in this role requires strong leadership presence, sound operational judgment, data informed decision making, and the ability to lead in a 24x7 healthcare environment where dependable end-user technology is essential to safe, efficient, and uninterrupted operations.

Responsibilities

Essential Functions

• Manages and leads teams to achieve organizational goals.
• Acts as a technology and customer focused leader and change agent, working with the Senior Manager of IT Support Center Operations to align strategic imperatives to service delivery.
• Aligns with governance processes and work efforts with key stakeholders in the business and IT to ensure effective prioritization of initiatives.
• Recruits, develops, retains and inspires a talented team of IT specialists in all required disciplines.
• Encourages staff empowerment, maintains an open door and fosters cross-team and department collaboration.
• Builds and maintains relationships with all IT units to ensure that IT-delivered services and end-user productivity goals are understood and exceeded.
• Mentors team members to constantly improve their capabilities and performance.
• Addresses staff related concerns and issues in a timely and consistent manner.
• Manages technical resource capacity and allocation.
• Prepares cost analysis, budget plans and proposals as needed.
• Monitors and provides oversight and hands-on guidance when needed, to resolve escalated IT issues
• Able to reflect excellence in improved client outcomes and IT organizational performance.
• Provides analysis and evaluation of systems, processes, and workflow to ensure achievement of positive patient outcomes.
• Communicates decisions, priorities and relevant project information to staff regarding services requests, projects and initiatives.
• Ensures the IT End User Device team provides effective level of technical support to assist the IT Operations department in effectively supporting and maintain mission critical information hardware and systems.
• Plans the rollout of replacement/new hardware throughout the Enterprise.
• Maintains and supports the desktop environment including PCs (Windows/MAC), laptops, mobile devices (iPads), printers, scanners,
  and accompanying peripherals
• Analyzes request and incident data to identify opportunities for automation, improved efficiencies and/or enhanced end user training and technician training.
• Ensures service requests and incidents (hardware and/or software) are managed through to full resolution.
• Ensures best practices are implemented and followed, and service levels are met.
• Executes, monitors, and reports the key performance indicators (KPIs), SLAs, reporting cadence and processes required for running an effective Support Center Operation
• Manages IT End User Device goals, priorities, escalations, volumes, aged tickets, and other associated processes
• Provides recommendations to the Senior Manager, IT Support Center in the development, implementation, and evaluation of new or modified policies, practices, and procedures
• Builds and maintains relationships with all IT units and business relationship managers to ensure that IT-delivered services and end user productivity goals are understood and exceeded.
• Monitors team specific end-user satisfaction surveys (transactional and periodic), and develop action plans to address areas needing improvement.
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.
• Maintains compliance with all Orlando Health policies and procedures.

Other Related Functions

• The Manager, End User Devices Operations manages activities related to and in compliance with HIPAA and privacy regulations.
• Maintains current knowledge of HIPAA, privacy and confidentiality standards to ensure both vendor and internally developed software are compliant.

Qualifications

Education/Training

• Bachelor's degree in a related field of study. Four (4) years of experience managing information technology teams can replace the Bachelor's degree requirement, in addition to the Experience requirements listed below.

Licensure/Certification

• Help Desk Institute (HDI), or similar service management certification.

Experience

• A minimum of five (5) years of IT experience, including experience in an IT service and support function.
• A minimum of three (3) years of leadership experience.