Manager Desktop & Client Services

Overview

Responsible for the management of the end-user computing and mobile device infrastructure, aligning the delivery of technical services to ensure a reliable and secure computing environment across all WakeMed locations. This includes design, acquisition, implementation, maintenance, and second / third-tier support of end-user computing resources. Manages a multi-disciplinary team of engineers / technicians; provide technical guidance and direction; manage staff development, training, and performance. Oversee and assist with the configuration, testing, and maintenance of client desktop computing hardware, software, peripherals, and mobile device management environment; design system images and manage the imaging process for standardized configuration of WakeMed computers. Designs and implements new methods and technologies to improve the efficiency of supporting the end-user infrastructure; ensure proper adherence to software standards, versioning, patching, endpoint protection and attestation. Partners with IS leaders, internal departments and stakeholders, and external parties to ensure an efficient flow of operations and responsive, high quality, client care; provide second and third-tier technical support assistance as needed; concisely and effectively document issues in the service desk application software to facilitate resolution and maintain user satisfaction. Proactively plans for and implements the lifecycle management of end-user computing resources including vendor relationships, acquisition, inventory, and decommissioning. Oversee the upkeep and maintenance of an inventory asset management system and other processes / systems necessary for the delivery of high-quality support services. Manages software licenses, contracts, license keys, and renewals. Manages specific applications in support of end-user computing including, but not limited to, asset and ticket tracking, antivirus, and software deployment. Provides project management for software, hardware and new endpoint technology implementations; prepares project plans which include scope analysis, tasks, timelines and resource identification. Manages / supports Virtual Desktop Infrastructure (VDI) instances and continual updates to support end-user requirements. Manages / supports WakeMed's Printing infrastructure. Leads the development and implementation of desktop / endpoint security policies procedures. Provides excellent customer service to all members of the WakeMed community to maintain and improve user satisfaction.

Department Description

Serving the community since 1961, WakeMed Health & Hospitals is the leading provider of health services in Wake County. With a mission to improve the health and well-being of our community, we are committed to providing outstanding and compassionate care. For more information, visit www.wakemed.org .

EOE

Licensure

Not Applicable

Education

Bachelor's Degree Information Technology Or Computer Science Or Related Field Required

Experience

7 Years Information Technology - Information Services Required 3 Years Management - Direct Area of Responsibility In Healthcare - Multi-Hospital System Required