This job was posted by https://illinoisjoblink.illinois.gov : For moreinformation, please see:https://illinoisjoblink.illinois.gov/jobs/11606956 By joining our team,you\'ll be part of our life-changing Mission and Vision. You\'ll work ina truly inclusive environment where diversity and equity are championedthrough words and actions. You\'ll contribute to an innovative culturethat is second to none, one that embraces curiosity, discovery andcompassion. You\'ll play a role in something that\'s never been donebefore as we integrate science and clinical care to help patientsachieve better, faster outcomes - as we Advance Human Ability, together.

　　Job Description Summary

　　The Manager, End User Computing manages the technical support providedto users throughout the Shirley Ryan AbilityLab (SRAlab). Analyzessupport service activities to ensure customer expectations and identifyopportunities for improvement. The Manager also measures service levelsagainst established goals and further develops performance measurementsto improve service delivery. Manages the end user computing inventoryand ensures equipment is maintained.

　　The Manager, End User Computing will consistently demonstrate support ofthe Shirley Ryan AbilityLab statement of Vision, Mission and Core Valuesby striving for excellence, contributing to the team efforts and showingrespect and compassion for patients and their families, fellowemployees, and all others with whom there is contact at or in theinterest of the institute.

　　The Manager, End User Computing will demonstrate Shirley Ryan AbilityLabCore Attributes: Communication, Accountability,Flexibility/Adaptability, Judgment/Problem Solving, Customer Service andCore Values (Hope, Compassion, Discovery, Collaboration, and Commitmentto Excellence) while fulfilling job duties.

　　Job Description

　　The Manager, End User Computing will:

　　Assist in the development of the vision and strategy for the EndUser Computing Team service delivery model.Establish service delivery metrics to measure team performance.Design and prepare incident and problem management trending reports.Maintain End User Computing equipment inventory, warranties andrelated service agreements.Maintain appropriate quantities of parts, consumables, andspareloaner equipmen.Partner with other IS Teams and Vendors to ensure end user devicesinter-operate with Shirley Ryan AbilityLab applications, servers andsystems as required.Manage Systems Engineering resources to configure and support devicemanagement systems (e.g. Microsoft SCCM, LanDesk, AirWatch andMobileIron).Analyze statistical data that determines the needs of the usercommunity, completing metric reporting and making adjustments toimprove team performance.Manage the daily activity of the End User Computing Team consistingof resource management for incoming customer inquiries, projects,and administrative work.Oversee service escalation and service recovery.Interviews and hires End User Computing staff.Create and maintain End User Computing Team processes/manuals.Assist in the budget planning process as needed.Perform all other duties that may be assigned in the best interestof the Shirley Ryan AbilityLab.Reporting Relationships

　　Reports directly to the Director, IT OperationsKnowledge, Skills & Abilities Required

　　Bachelor\'s degree in Computer Science, Information Systems or otherclosely related field. Master\'s degree preferred.Microsoft Systems Certification (MCSE or MCITP) highly desired.Minimum 7 years related industry experience with expertise inenterprise level technologies (e.g., Active Directory, Windows 710Enterprise, MAC, and UNIX/Linux operating systems)Expertise in Inventory Management Systems (e.g. Great Plans FixedA sets, Panatracker, etc.)Expertise in End User Device Management Systems (e.g. MicrosoftSCCM, AirWatch, MobileIron)Experience in vendor support agreement and warranty management.General understanding of Cerner and Microsoft Dynamics a plus.Ability to lead and present at small meetings. Proven ability tolead and direct the work of others regardless of any directreporting structure.Strong written and verbal communication skills. Effectivelycommunicates with all levels of the organization, includingexecutives and their support staff.Excellent analytical and problem solving skills.Proven ability to produce results in accordance with business needs.Ability to establish priorities and influence others in maintainingthose priorities.Ability to create and maintain technical documentation.Ability to perform in high pressure or stressful situations.Ability to transport and move PCs, printers, and related hardwareweighing up to 30 pounds.Working Conditions

　　Normal office environment with little or no exposure to dust orextreme temperature.\<