At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 350+ facilities across the US and 22,000 teammates in over 90 countries, we provide integrated technologies, products and services across the full continuum of care. Customers—and their patients—are at the heart of what we do.
Our mission is to empower our customers to advance healthcare, and our success starts with our teammates.
Owens & Minor teammate benefits include:
Medical, dental, and vision insurance, available on first working day
401(k), eligibility after one year of service
Employee stock purchase plan
Tuition reimbursement
POSITION SUMMARY
Manager within the Owens & Minor Global IT End User Experience Team. Develops and executes operational and service management processes to ensure quality & efficiency goals relating to End User Desktop Support are achieved. As a member of the global IT leadership team, contributes to the development and execution of Owens & Minor’s IT strategy, and ensures its alignment with overall business strategy. This position will oversee a team of US-based teammates and will align with typical continental US work hours covering the Mountain & Pacific time zones, while collaborating with another Manager in the same role who covers the Eastern & Central time zones.
ESSENTIAL JOB FUNCTIONS:
Supports the mission and vision of Owens & Minor’s Global Infrastructure Delivery Excellence organization, fostering a business-oriented culture and mindset driven by continual service improvement techniques. Manage the activities and team members associated with providing end user technical support services to internal customers by identifying, prioritizing, and confirming resolution of reported problems with laptop and desktop endpoint devices, as well as associated peripheral devices. Ensure all aspects of desktop support, including installations, upgrades, software, hardware, operating systems, and operating system configuration issues, are properly coordinated, monitored, tracked, and resolved. Provide input on training programs designed to educate our computer users about basic computer use and specialized applications. Ensure customer service is delivered timely and accurately based on measurable SLAs. Contribute to improving customer support by actively responding to queries and handling complaints. Collaboratively establish, update, and maintain best practices for the entire end user support processes. Coordinate and escalate to other teams as needed, providing feedback to ensure an excellent customer service experience to the end user. Oversee the installation and update of computer software on end user computers when needed. Respond to requests in a timely manner. Troubleshoot problems that occur on desktop and laptop computers, both software and hardware-related. Acts as a trusted advisor and builds and maintains relationships with IT leaders and business executives to understand global business needs, ensures cost-effective delivery of IT services to meet those needs, and to respond with agility to changing business priorities. Provides support on special projects and initiatives as the business needs evolve and dictate. Stays abreast on new technologies and platforms, providing recommendations and proposals on what emerging technologies should be considered within EUX Desktop Support to ensure capabilities are aligned to the needs of the enterprise's business strategy. Works with HR and the IT leadership teams to develop and maintain an End User Experience Desktop Support Team that aligns with the business and IT strategy. Continually looks for leading-edge and innovative solutions to the recruitment, development, and retention of the End User Experience Team. Assists in the forecasting of skills needs to acquire and develop an IT workforce with the appropriate mix of business knowledge, technical skills, and competencies that balance growing the agility required to achieve digital business objectives and ensuring the core IT functions are reliable, stable, and efficient. When requested, supports the IT planning and policymaking committees; drives the development of enterprise technology standards, governance processes and performance metrics to ensure Infrastructure Services delivers value to the enterprise. Provides leadership, coaching, mentoring, and direction to the End User Experience Desktop Support team in a player/coach manner. Accomplish results by communicating job expectations; planning, monitoring, coaching, counseling, and directing team members; initiating, coordinating, and enforcing systems, policies, and procedures. Partner with other EUX Desktop Support Manager(s) and EUX Support Analyst, using metrics to identify trends and opportunities, to proactively foster continuous improvement in the delivery of Desktop Support.
SUPPLEMENTAL JOB FUNCTIONS:
Performs additional duties as directed.
Qualifications
EDUCATION & EXPERIENCE:
Bachelor’s Degree in Computer Science, Information Systems, Business Administration, or related field of study, or comparable experience
Minimum of ten years in progressing IT roles; minimum of five years direct supervisory experience
Experience in large, cross-functional teams influencing senior-level management and key stakeholders effectively across the organization and within complex contexts (strategic planning, organization design and development, etc.)
Experience or demonstrated capability in leading IT transformational initiatives in complex and dynamic environments highly preferred
KNOWLEDGE SKILLS & ABILITIES:
Exceptional leadership skills with the ability to develop and communicate a vision that inspires and motivates staff and aligns to the IT and business strategy
Ability to instill confidence in the business and demonstrate the business value of IT
Effective influence and negotiation skills in an environment where resources may not be under the direct control of this role
Excellent analytical, strategic conceptual thinking, strategic planning, and execution skills
Strong business acumen, including industry, domain-specific knowledge of the enterprise and its business units
Expertise in budget planning and financial management preferably with show back and/or chargeback models
Deep understanding of current and emerging Infrastructure Services technologies and how other enterprises are employing them
Success in leveraging both traditional best practices, such as IT service management practices based on ITIL
Demonstrated ability to develop and execute a strategic people plan that ensures that the right people are in the right roles at the right time and that employees are highly engaged and satisfied
Excellent verbal and written communication skills, including the ability to explain technical concepts and technologies to business leaders, and business concepts to the INFRASTRUCTURE SERVICES workforce
ADDITIONAL REQUIREMENTS:
Ability to travel up to 10%; may include international travel
If you feel this opportunity could be the next step in your career, we encourage you to apply. This position will accept applications on an ongoing basis.
Owens & Minor is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law.