Manager, IT End User Experience

Job Description Summary:

Job Description

• Lead the design, implementation, and support of end user technologies including Microsoft 365 (Teams, SharePoint, Exchange Online, OneDrive), endpoint management via Intune and Azure AD, and device lifecycle management.

• Manage enterprise virtual desktop environments leveraging VMware Horizon and Azure Virtual Desktop (AVD) to ensure secure, scalable, and performant access for remote and on-site users.

• Oversee call center infrastructure, including administration of NICE Contact Center as a Service (CCaaS), call routing, and IVR capabilities.

• Manage enterprise collaboration and conference room technologies, including Cisco Teams and Microsoft Teams Rooms, ensuring consistent and reliable user experience.

• Establish and enforce end user computing standards, policies, and security compliance aligned with healthcare data protection and HIPAA requirements.

• Develop and maintain an enterprise roadmap for end user technology, ensuring readiness for emerging tools and features in the Microsoft, VMware, and Azure ecosystems.

• Lead and mentor IT support and engineering teams, fostering a culture of continuous improvement and service excellence.

• Manage vendor relationships, service contracts, and budgets for end user experience services.

• Drive digital workplace initiatives that align technology, business processes, and employee experience to improve collaboration and productivity.

• Monitor key performance indicators (KPIs) for service delivery, incident response, and user satisfaction, implementing corrective actions as needed

Minimum Qualifications

• Bachelor’s degree or an equivalent combination of education and experience

• 5+ years of experience in IT infrastructure, end user services, or digital workplace management.

• 3+ years of management or team leadership experience.

• Strong understanding of Microsoft 365 ecosystem, Azure AD, and Intune for device and identity management.

• Hands-on experience managing virtual desktop environments using VMware Horizon and Azure Virtual Desktop (AVD).

• Proven experience managing collaboration and conferencing systems (e.g., Cisco Teams, Microsoft Teams Rooms).

• Demonstrated experience managing or supporting enterprise contact center platforms (preferably NICE CCaaS).

• Excellent communication, leadership, and stakeholder management skills.

Preferred Qualifications

• Experience in a healthcare payer or regulated industry environment.

• Proven success leading digital workplace transformation or modernization initiatives.

• Familiarity with ITIL frameworks, service management practices, and ticketing tools (e.g., ServiceNow).

• Certifications in Microsoft 365, Azure, VMware, or IT service management (ITIL, HDI).

• Strong vendor management and contract negotiation skills.