Manager, Field Services Endpoint Management - Oregon Health & Science University

Department Overview:

The mission of the Information Technology Group (ITG) is to develop, implement and maintain technology-based services and solutions enabling OHSU to effectively manage information to accomplish its missions. 

Function/Duties of Position:

We’re Oregon Health & Science University’s Information Technology Field Services team (FTS), a department that reports into the Information Technology Group's Digital Strategies and Technology Services division.  We are a department that provides direct support and services for endpoint technology that our customers at OHSU and partnerships use to pursue their vision: a healthier Oregon, and beyond.

All of our work supports OHSU’s academic, business, healthcare, research, and affiliated partnership initiatives.

Your role is to manage, champion, and advance best practices in delivering services related to endpoint devices and endpoint technology that enable our customers to perform their core work.  The nature of your role means being part of discussions about how and why ITG works the way it does. It means engaging OHSU’s community of creators, builders, and providers—to understand their goals while being able to be comfortable communicating with people at all levels of our organization.

You will lead a group of employees whose focus is to provide successful delivery of services in support of endpoint devices and virtual endpoint technology, throughout their entire lifecycle.

You will work with the Director of IT Field Service to define department wide policies and practices to ensure successful operability and uptime of managed endpoints at OHSU. You will develop and use measurable data as well as qualitative insight to recommend goals and the means to achieve them.

 

You and the team you lead will provide analysis to make meaningful decisions that will inform endpoint services, management, purchasing and disposition strategy.

 

Because your focus isn't singular—it's not just on one product, program, or service—the function of the people you manage, the data you gather, the insights you build, and the recommendations you make cover several work areas. Those areas include, but aren't limited to:

 

• Overall customer satisfaction related to physical and virtual endpoints deployed at OHSU.
• Leadership of a team of technical employees responsible for planning, incident and change management for technologies across multiple platforms. These technologies allow for automated operating system deployment, management and security of endpoint devices
• Leadership of the IT Service Request Office (ISRO). ISRO is responsible for customer consultation, IT ticketing system triage, and device procurement.
• Overseeing and managing staff related to warehousing (Purchasing/Receiving/Inventory - PRI) and delivery of IT assets for the organization.

Your primary responsibilities are to:

• Lead the teams responsible for endpoint management and disposition
• Devise and lead strategy for endpoint management
• Drive a high level of customer satisfaction
• Utilize technical and operational savvy to build and maintain a high functioning team

In your first 12 months, your goals are to:

• Get to know your customers, your staff, and their needs
• Utilize GROW conversations with staff to measure their development
• Establish a roadmap for endpoint delivery services
• Review and measure key performance indicators for your respective teams
• Establish and monitor work unit processes
• Optimize endpoint engineering staff workflow and priorities to more effectively meet deadlines
• Successfully deploy Windows 11 to the organization
• Analyze and produce a strategy for device deployment in hospital areas

Ultimately you are successful in this role when:

• FTS customer's satisfaction has measurably increased
• You are proactive in your approach to managing endpoints
• Your ability to deliver endpoint services meets the demands of our customers
• You pay at least as much attention to our human systems as our technical ones
• You use your experience to mentor and lead by example
• Adoptions of your suggestions improve team morale, behavior, or output
• You and your team can articulate and satisfy performance indicators

Required Qualifications:

Education: 

Bachelor's degree in computer science or related field.

 

Equivalent combination of education and experience where one year of experience will be substituted for an Associate’s degree and two years of experience will be substituted for a Bachelor’s degree

 

Experience: 

• At least 8 years cumulative paid working experience in the Information Technology field, where 3 of those years of experience serving in a lead role in an IT team.
• Minimum 5 years’ experience of working directly with enterprise endpoint management and/or virtual desktop infrastructure platforms

Job Related Knowledge, Skills and Abilities:

• Knowledge of customer service measurement and performance improvement principles and tools.
• Experience in asset lifecycle management
• Expert level knowledge of Windows, macOS, and iOS
• Experience designing, implementing, and supporting systems and infrastructure related to endpoint management
• Supporting large mission critical systems in multiple production environments
• Experience maintaining and delivering virtual systems and applications
• Analysis of client hardware in an enterprise environment (3,000 users and above)
• Advanced knowledge of Microsoft networks at the operating system level, file/directory security, and user account level
• Proven experience with Active Directory/Entra ID
• Demonstrated understanding of the software development lifecycle and other project management methodologies
• Strong analytical and product management skills, including a thorough understanding of how to translate business needs into application and operational requirements.
• Strong verbal and written communication skills and professionalism
• Broad range of knowledge of information technology services and solutions.
• Ability to operate in a highly stressful environment, demonstrating good judgment and creative, original thinking to address the demands of the business.
• Ability to influence, motivate and provide clear direction.
• Skilled in overseeing projects in a multi-tasking, multidisciplinary environment.
• Demonstration of OHSU Core Competencies (Leading Self, Leading Others, Leading Leaders, Leading Function)

Additional Details:

In this role, day-to-day work can either be completed remotely or physically on-site at OHSU's main campus. Infrequent travel to an OHSU location may be required and is at the expense of the candidate. Candidate will be provided computing equipment for platforms that are supported by the role. When working remotely, candidate must have access to a non-public area to perform their work, and the ability to set-up and utilize all equipment provided to them.

All are welcome:Oregon Health & Science University values a diverse and culturally competent workforce. We are proud of our commitment to being an equal opportunity, affirmative action organization that does not discriminate against applicants on the basis of any protected class status, including disability status and protected veteran status. Individuals with diverse backgrounds and those who promote diversity and a culture of inclusion are encouraged to apply. To request reasonable accommodation contact the Affirmative Action and Equal Opportunity Department at 503-494-5148 or aaeo@ohsu.edu.