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Supervisor, Regional End User Support

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Job ID: 962950
Facility: ECU Health
Dept: End User Support
Location: Roanoke Rapids, NC
FT/PT: Full-Time
Shift: Not Applicable
Reg/Temp: Regular
Date Posted: Aug 7, 2023

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Job Description

ECU Health

About ECU Health

ECU Health is a mission-driven, 1,708-bed academic health care system serving more than 1.4 million people in 29 eastern North Carolina counties. The not-for-profit system is comprised of 13,000 team members, nine hospitals and a physician group that encompasses over 1,100 academic and community providers practicing in over 180 primary and specialty clinics located in more than 130 locations.

The flagship ECU Health Medical Center, a Level I Trauma Center, and ECU Health Maynard Children’s Hospital serve as the primary teaching hospitals for the Brody School of Medicine at East Carolina University. ECU Health and the Brody School of Medicine share a combined academic mission to improve the health and well-being of eastern North Carolina through patient care, education and research.

Position Summary

As part of the Information Services Leadership Team, the Regional End User Support Supervisor will be responsible for responsible for supervising departmental desktop IT operations in their assigned region. Core responsibilities include oversight of PC technicians engaged in configuring and deploying desktop systems, upgrades and moves of desktop systems, purchase of IT equipment, and associated equipment maintenance. These operations need to be in accordance with defined IS service levels. This role will work with the Manager of End User Support and Director of End User Services to plan, implement, and initiate defined goals and programs in support of desktop IT at ECU Health. The desktop computer IT environment includes all PCs, laptops, tablets, printers, peripherals as well as Windows and Mac, and mobile operating systems and related software and systems in the assigned region.

The Supervisor of Regional End User Support will contribute to the planning, budgeting, design, implementation, operation, and performance of end user technology. This includes managing day-to-day operations, improving infrastructure costs, and 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 Support 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 is able to respond with agility to changing business priorities.

This individual ensures that all staff demonstrates the required competence, customer service skills and business process knowledge to resolve issues. The Regional support Supervisor works proactively with leaders of all levels across Information Technology and ECU Health in managing end user issues for their regions while maintaining exceptional end user services. The candidate will leverage their years of hands-on technical and managerial experience with various technologies, applications, workstations and mobile platforms to ensure quick resolution of incidents and requests, minimal end user disruption and downtime, root cause analysis, and service improvements. Additionally, the candidate will draw on IT service management and project management skills to maximize collaboration and productivity of their staff, along with providing effective end user support.

Responsibilities

Demonstrates a commitment to supporting the business needs of ECU Health by collaborating with business stakeholders in the selection and implementation of new technologies and adaptation of existing systems. (20%)

Participates and consults with regional business operating units to identify the IS implications of their strategic and operating plans. Identify and recommend opportunities to leverage existing systems and/or new and emerging technologies where appropriate.

Contributes to the development and management of multi-year device refresh roadmap for End User Services that is inclusive of system upgrades, enhancements, and implementation activities that address ECU Health business plans, vendor product developments and support requirements.

Manages IS resource requirements to ensure SLA's are being met for their region. Works with leadership to resolve resource conflicts to satisfy organizational priorities by reallocating and/or supplementing IS resources.

In collaboration with the IS leadership, manage vender relationships on an on-going basis, to ensure that vendors are satisfying their obligations as defined by contract terms and conditions.

Works with business operations teams to ensure good coordination of IS changes without impacting business processes.

Develop and foster relationships with critical stakeholders throughout ECU Health Information Technology Teams and Business functional areas to effectively manage change.

Leverage existing processes, or identify opportunities to automate, integrate or develop processes to enable the End User Support team to move more quickly with fewer errors and manual effort.
Demonstrates a commitment to customer service by providing responsive and effective support, developing solid working relationships with end user customers, and delivering high quality, value-added services that exceed customer expectations. (50%)

IT Operations Management: Overall IT Operations Management, Service Level Management, Resource Management, Processes & Standards Implementation, Compliance Management, Incident Management, Technical Management and Information Security Management.

Reviews monthly ticket and service request reports, identifying process improvements.

Ensures IS incidents are resolved in a timely and cost-effective manner; Manages escalations to the highest levels of satisfaction.

Participates in daily workload of tickets.

Promotes the philosophical direction of ECU Health IS in the adoption of IT Service Management (ITSM) by managing team compliance with IS governance and ITSM processes and ensuring ITSM subject matter expertise within the team.

Directs day-to-day support of assigned regional End User Support team to consistently perform at or better than defined service level commitments. Performs root cause analysis (SBAR) on incidents to identify opportunities to prevent future occurrences.

Ensures a smooth transition of desktop services from implementation to production and on-going operational support.

Develops and maintains a culture that promotes service excellence and employee empowerment to act in the best interest of IS customers who are directly caring for our patients.

Ensures system performance and service-level requirements are met.

Accountable for continually improving and applying service measurement metrics and SLA's inclusive of reporting and dashboards. Ensures that all services are measured, reported and viewed in the lens of continuous improvement.

Contributes to the complete lifecycle management of user hardware (desktop, laptops, tablets, and mobile devices) and all associated software assets.

Provides consulting support to other teams, within projects to ensure the project is aligned with the overall organizational architecture and meets all business requirements.

Works with IS resources to establish root cause of issues and implement permanent solutions.
Demonstrates a commitment to employee professional development by providing opportunities for assuming new and varied responsibilities, training and development, and coaching and mentoring by management and staff. (20%)

Recruits and develops End User Support staff to create a high-performing team capable of supporting current systems while developing new skills needed to transform the IS organization and leverage next generation technologies.

Provides promotional and career development opportunities for IS employees within a system that includes career paths, succession planning, and on-the-job training opportunities.

Conducts regular performance appraisals and recommends appropriate personnel actions.

Provides effective on-boarding and on-going coaching, mentoring, and feedback to improve performance, foster personal growth, and let employees know they are valued.

Creates a team oriented, professional work environment providing the requisite challenges to retain talented IS professionals.

Demonstrates a commitment to personal development by maintaining professional knowledge of current trends and developments in the information technology and health care industries through related seminars, independent study, professional associations, and conferences.

Provides direction to direct reports in the performance of their duties and their team's duties as well as establishing work priorities

Attract and retain talent, and ensure staff development (leadership, cross-functional, technical). Promote and foster diversity.
Demonstrates a commitment to the effective utilization of IS human and financial resources. (10%)

Ensures time reporting for direct reports is accurate. Monitors and controls overtime.

Identifies opportunities to leverage economies of scale and drive efficiencies to manage overall operating costs for assigned area region.

Works with the Manager of End user Support and Director of End user services to develop fiscal budgets for all new and replacement systems refresh for assigned region.
Demonstrates commitment by promoting and adhering to the ECU Health Code of Conduct, which includes the objectives of ECU Health's compliance program, policies and procedures and ethical business practices. Promotes open, effective, and ongoing communication and the sharing of information among employees, and sets the expectation that matters of concern get reported immediately.

Performs other duties as assigned by appropriate personnel.
Innovation: The ability to identify and implement new and creative solutions to address complex issues and challenges, and to encourage others to do the same.

Strategic Agility: The ability to apply flexible, practical and long-range perspectives in formulating effective organizational strategy.

Systems Thinking: The ability to understand and apply knowledge of the interrelationships of various components of the organization; ability to anticipate both direct and indirect consequences of actions; capacity to understand how these components function as a "whole" and the ability to assess the impact of decisions.

Quality Leadership: The ability to design and assess the quality of a product or service, to develop and test improvements of that product or service, and to spread and sustain positive change. Is dedicated to providing quality products and services which meet the needs and requirements of internal and external customers; is open to suggestions and experimentation; creates a learning environment leading to the most efficient and effective work processes; exhibits good judgment about which creative ideas and suggestions will work.

Leveraging Diversity: Values and is a champion for differences of perspective, life experience, and cultural backgrounds to enrich the organization; applies these benefits in attaining department and organizational goals.

Inspirational/Visionary Leadership: The ability to create a sense of shared commitment to the future and support for ECU Health's mission and strategies to fulfill our mission. Helps individuals realize the importance of their work in contributing to the mission and executing strategic imperatives.

Developing People: Commitment to ensuring that others reach their full potential, including design and implementation of effective development strategies.

Demonstrating Integrity: Having the courage to do the right thing for the organization at all times and in all circumstances regardless of what the consequences might be.

Leading Change: The ability to introduce and sustain significant organizational change. Commitment to an organizational environment that supports individuals to do their very best work by making it safe to take risks and speak out on unpopular issues. The ability to successfully execute ideas.

Organizational Savvy: The ability to understand the influence of networks and culture, both internal and external to ECU Health.

Manages resource requirements to ensure appropriate balance between tactical and strategic demands and implements continuous improvement programs.

Stay abreast of the latest technology trends and develop business cases for future adoption.

Develop strategic plans, functional goals and objectives.

Collaborate and standardize the portfolio of IS service offerings, end-user devices/services and processes across the organization.

Works with the leadership team to forecast future skill needs to acquire and develop a workforce with the appropriate mix of business knowledge, technical skills and competencies. Works toward a balance between growing the agility required to achieve business objectives and ensuring the core IS functions are reliable, stable and efficient.

Develops, maintains and communicates computing standards, procedures and policies and ensures technical documentation and standard operating procedures are created and maintained.

Maintains currency on new technologies and service management practices, and provides direction on what emerging technologies and methods should be introduced, integrated and assimilated

Minimum Requirements

High School Diploma or higher and 5 years of experience.


Experience:
5 to 10 years of various experience in Information Technology or End User Support.

3+ years of experience in a project lead or supervisory support role with a strong operational background and proven track record of accomplishments in Information Services within a large, complex, multi-location organization.

Demonstrated track record of successfully supporting a mission critical IS production environment with multiple stakeholders in a multi-entity, geographically diverse organization.

Healthcare experience preferred but not required.



Skills/Services/Requirements:

A successful candidate will possess the following knowledge, skills, and experience:

Technically strong and able to diagnose and troubleshoot root cause of issues.

Demonstrated focus on End User Experience ensuring standardization, reliability and ease of use.

Experience working with IS vendors, suppliers and managed services provider.

Experience with Microsoft solutions.

Experience working in a service delivery environment within IS Operations

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

Excellent presentation, communication and collaboration skills

Demonstrated ability to effectively communicate technical and business issues and solutions to multiple organizational levels internally and externally

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

Ability to work in a fast-paced environment

Strong leadership skills, personal drive, and ability to see tasks through to completion

Identifies process improvement opportunities, operational challenges and communicates them, to include recommendations, to appropriate IT leadership for planning and action

Supports mentoring and coaching in conjunction with direct supervisor

Adheres to the Code of Conduct and Mission and Value Statements

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

Proven experience or demonstrated capability in leading IS operations teams in complex and dynamic environments

ITIL based operations

Deep knowledge in the following technologies
-Microsoft Windows 10
-Mobile technologies such as iPad, iPhones
-Desktop and laptop hardware running Microsoft Windows
-Microsoft Office and Microsoft Office 365
-Solving performance issues across all layers of desktop hardware, OS, and networking
-Imprivata Onesign
-SharePoint
-Current methodologies around device, application deployment and lifecycle management.



Travel:
Frequency and duration of travel is dependent on organizational priorities and the need for face-to-face interaction with operating unit leadership and staff. Travel to ECU Health Community Hospitals, Physician Practices and off-site locations.

Participation in vendor user groups, education forums and other professional associations may require out-of-town travel.



Communication skills:
Ability to read, analyze, and interpret general business periodicals, technical procedures, or governmental regulations.

Ability to write reports, business correspondence, and procedure manuals.

Ability to effectively present information and respond to questions from groups of managers, staff, end users, all levels of management, and vendors.

General Statement

It is the goal of ECU Health and its entities to employ the most qualified individual who best matches the requirements for the vacant position.

Offers of employment are subject to successful completion of all pre-employment screenings, which may include an occupational health screening, criminal record check, education, reference, and licensure verification.

We value diversity and are proud to be an equal opportunity employer. Decisions of employment are made based on business needs, job requirements and applicant’s qualifications without regard to race, color, religion, gender, national origin, disability status, protected veteran status, genetic information and testing, family and medical leave, sexual orientation, gender identity or expression or any other status protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer, or against any individuals who assist or participate in the investigation of any complaint.

Contact Information

For additional information, please contact:

D'metrius Dew, Talent Acquisition Consultant

ECU Health Talent Acquisition

Email: [email protected]

 

    

 

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