Role Overview

• Reports to the IT CTO and leads the End User Services (EUS) team.

• Oversees service delivery, program management, and technical repair/replacement of end-user devices.

• Ensures compliance with HIPAA and security standards.

• Manages daily operations, projects, and continuous service programs.

People Management

• Full responsibility for hiring, termination, performance evaluation, promotions, salary adjustments, and conflict resolution.

• Provides ongoing feedback, career development, and succession planning.

Education & Experience

• Required: Bachelor’s degree in a related field + 5 years of experience.

• Preferred: Master’s degree + 10+ years of experience.

• Must have experience in: 

• Technical solution development and project management.

• Healthcare IT systems (e.g., EPIC, Cerner, Meditech, PeopleSoft).

• HIPAA compliance and hospital operations.

• Managing integrated IS teams and operational excellence standards.

Technical Scope

• Manages EUS programs including: 

• Two-Factor Authentication, Secure Text Messaging, EPCS, Badge Logon.

• Workstation imaging, patch management, asset/inventory control.

• BYOD, MDM, Zoom, and telemedicine services.

• Devices supported: desktops, laptops, tablets, mobile phones, COWs, printers, scanners, AV equipment, thin clients, VDI, Citrix, etc.

 Core Competencies

• Critical thinking, analytical problem-solving, and prioritization under pressure.

• Strong interpersonal, communication, and presentation skills.

• Accountability, conflict resolution, and emotional intelligence.

• Encourages team development and continuous learning.

Business & Financial Acumen

• Understands organizational interdependencies and financial implications of IT decisions.

• Capable of evaluating business cases and driving strategic improvements.

Srategic & Community Impact

• Champions innovation and long-term planning.

• Demonstrates integrity, resilience, and alignment with organizational values.

Physical Requirements

• Frequent lifting (up to 75 lbs with assistance), repetitive hand use, and working around machinery.

• Must manage competing priorities and work under tight deadlines.