Sr End User Compute and Collaboration Service Manager Hiring for Sr. End User Compute and Collaboration Service Manager Job at The Woodlands, TX Full Time

Current Need

We are searching for a Sr. End User Compute and Collaboration Service Manager to join our team!

Job Description

The Sr. End User Compute and Collaboration Service Manager role is part of McKesson’s US Oncology IT support organization, reporting into the US Oncology IT Director of Infrastructure Services. S/he will provide oversight for the overall health of the end user systems that operate US Oncology practices and the supporting Services such as Office 365, SharePoint and others. The Service Manager role will own the US Oncology End User Service roadmap, work with McKesson Technology and Information Security and Risk Management teams to ensure secure and seamless delivery of digital workplace technologies and that devices are healthy, compliant and aligned to McKesson standards. S/he will ensure Office collaboration tools such as Microsoft Teams, Office and SharePoint applications are delivered consistently and reliably, and that access is controlled securely following McKesson standards. S/he will closely collaborate with Customer Success teams on requests to ensure the PMO and McKesson Technology Service Delivery teams are delivering projects that meet objectives and are meeting committed timelines. To ensure the continued improvement reduce impacts on service, S/he will use ITIL guidelines to ensure best practices are followed for incident and change management. The scope of the role will include support for all regionally located USON Physician Practices, Joint Ventures and their supporting IT groups representing operations across 450+ sites in the United States.

In partnership with the McKesson Technology Partners as well as IT leadership, US Oncology Partners, the Service Manager will ensure the end user program aligns with unified objectives of McKesson and USON Network strategy. It is expected that the best candidate for the role possess strong experience in all aspects of endpoint management, secure access, delivery and management of collaboration applications, Enterprise patch management and deployment methodologies leveraging tools such as SCCM. The candidate must also demonstrate a strong understanding of endpoint computing in an Enterprise Network environment, VPN, firewalls and other secure technologies that impact End Users.

The Service Manager will demonstrate leadership through a monthly service review process that advertises Delivery guides, Runbooks, and site/practice inventories to best support Operations and Customer Success; this in turn maintains a culture of performance and transparency, lower unit operating costs, improve efficiency and quality, and continually build trust and credibility throughout the organization.

Key responsibilities include:

• Collaborate with McKesson Technology Shared Service teams (Endpoint, Messaging and Collaboration and Service Desk) on various initiatives

• Collaborates closely with ISRM to ensure secure seamless delivery of digital workplace technologies/Management of the EUC hardware and software estate, ensuring compliance, governance, and security posture

• Ensure compliance for controls, standards, device posture, MFA, solutions/repeatable patterns (build-kits) for non-production and production environments, transitioning knowledge to infrastructure operations, and other various levels of global technical support.

• Advocate for secure computing practices and procedures and communicate best practices throughout the company.

• Ensures effective communication and updates for Operational Activities including tactical and strategic plans, Major Incidents, and requirements relating to stability and resiliency.

• Oversees endpoint management patching to ensure security and availability, while minimizing the potential impact on employee experience

• Knowledge and experience with obtaining and documenting user requirements and complex business problem along with technical capabilities to propose viable technical solutions

• Proficiency with Microsoft Teams and SharePoint sufficient to communicate effectively with diverse workgroups and internal stakeholders

• Build and maintain positive relationships with partner teams; creating opportunities to contribute to the success of others or leverage their efforts to achieve internal goals.

• Represents Endpoint / Messaging and Collaboration in CAB Meetings for all relevant change management activities

• Drives operational excellence – develops operational playbooks to improve detection, triage, and resolution of major incidents.

• Promotes best practice and process standardization across the McKesson enterprise

• Foster collaboration with other technology teams and product owners to fully understand impacts, implement remediation efforts and improve the customer experience

• Provide escalation point for support issues, configuration and deployment services for endpoints across USON, including Windows workstations and Mobile phones, and core endpoint-facing applications. Resolve and complete assigned cases and change requests as per our business operation model.

• Create and maintain documentation of all in-progress and completed requests in appropriate systems as required by team management, including installation, configuration and appropriate troubleshooting steps.

Minimum Requirements

Typically requires 7+ years of relevant experience.

Critical Skills

• 7+ years of relevant experience in IT Infrastructure Services and Computer Operations in and Enterprise environment involving implementations, troubleshooting and configuration management.

• Experience with cloud, web and/or networked computing environments (Microsoft 365, Windows Server and Desktop, Active Directory, Azure, etc.)

• Expert skills with Microsoft 365, laptop hardware (Windows 10, macOS) iOS and Android devices, Messaging and Collaboration tools.

• Previous experience with enterprise MDM tools – SCCM/JAMF/Intune/Altiris – knowledge of SCCM client installation, software distribution, remote control and end-point management

• Previous experience with Microsoft Azure Cloud portals

• Experience and understanding of working with a standardized desktop image in a global environment and maintenance of that image

• Experience working with IT Service Management systems (i.e., ServiceNow)

• Experience managing and deploying endpoints applications, patches at various scale

• Understanding of network design (configuration, segmentation and security)

• Proficient in techniques of risk management, business impact analysis, countermeasures, and contingency arrangements relating to the serious disruption of IT services.

Additional Skills

• Knowledge of the healthcare and software industries.

• Negotiation, vendor management, and partner relation skills to enhance capabilities that support business objectives

• Strong communication and interpersonal skills to build/maintain ongoing business relationships within all organizational levels.

• A solution-oriented mindset, with the ability to exercise good professional judgment.

• Self-motivated team player with the ability to handle multiple work streams and support various team member collaborative projects to completion

Education

4-year degree or equivalent experience

Physical Requirements

• General Office environment

At McKesson, we care about the well-being of the patients and communities we serve, and that starts with caring for our people. That’s why we have a Total Rewards package that includes comprehensive benefits to support physical, mental, and financial well-being. Our Total Rewards offerings serve the different needs of our diverse employee population and ensure they are the healthiest versions of themselves. For more information regarding benefits at McKesson, please click here.

As part of Total Rewards, we are proud to offer a competitive compensation package at McKesson. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered.

Our Base Pay Range for this position

$108,500 – $180,800

McKesson is an Equal Opportunity/Affirmative Action employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.Qualified applicants will not be disqualified from consideration for employment based upon criminal history.

McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to [email protected]. Resumes or CVs submitted to this email box will not be accepted.

Current employees must apply through the internal career site.

Join us at McKesson!