Manager of End User Experience

at  Wis Phys Svc Ins Corp

WHO WE ARE

WPS Health Solutions is a leading not-for-profit health insurer and federal government contractor headquartered in Wisconsin. WPS offers health insurance plans for individuals, families, seniors, and group health plans for small to large businesses. We process claims and provide customer support for beneficiaries of the Medicare program and manage benefits for millions of active-duty and retired military personnel across the U.S. and abroad. WPS Health Solutions has been making healthcare easier for the people we serve for more than 75 years. Proud to be military and veteran ready.

HOW DO I KNOW THIS OPPORTUNITY IS RIGHT FOR ME? IF YOU:

• Have a background managing or end user systems and support processes at an enterprise level.
• Have experience in optimizing end user support processes and procedures.
• Create and protect boundaries of workloads and capacity planning for the team to avoid over promised solutions, burnout, and poor deliverables.
• Promote a collaborative, open, transparent, and honest environment where employees feel informed, valued, seen, and heard.
• Have strong emotional intelligence and interpersonal skills to build strong relationships and foster collaboration.
• Trust and empower your teams, encouraging autonomy and accountability.
• Think strategically and have a vision for developing high-performing teams and platforms.

MINIMUM QUALIFICATIONS

• U.S. citizenship is required for this position due to Department of Defense restrictions.
• Bachelor’s Degree in related field or equivalent post high school and/or related work experience
• 3 or more years in a technical IT leadership role.
• Experience mentoring, training, and developing help desk/support staff to enhance performance and customer satisfaction.
• Experience with Mobile Device Management (MDM), and corresponding exposure to endpoint security, and device lifecycle management.
• Solid understanding of help desk processes, ticketing systems, and metrics such as resolution times, ticket categories, and KPIs.

PREFERRED QUALIFICATIONS

• 10 or more years of IT experience, and at 5 or more years in a leadership role managing end-user devices.
• Strong understanding of security standards and compliance requirements for device management.
• Knowledge of ITIL best practices or relevant certifications is a plus.
• Knowledge of Microsoft 365, Intune, and other Microsoft end user device management technologies.
• Knowledge of Citrix VDI & thin client management.
• Familiarity with ServiceNow or similar ticketing systems.

ROLE SNAPSHOT

As our Manager of End User Experience, you will lead the management and optimization of our End User Experience team. Your team will include 9 system engineers and support personnel. You will play a critical role in continuing to develop high-performing teams, enhancing overall user experience, and driving platform improvements that support our organization’s future needs. You will work closely with HR to manage equipment needs for onboarding and offboarding WPS employees. You will also work closely with other IT Infrastructure teams as required.

• Lead enterprise team providing technical end user.
• Monitor for continuous service and process improvement.
• Develop, manage, measure and report on key metrics, KPIs, including user satisfaction, ticket response time, mean time to repair, etc.
• Deliver End User Experience projects on time with high quality standards; operate within budget.
• Ensure “How To’s” and FAQs are documented and organized in a knowledge repository for user reference.
• Coordinate and deliver technical support (Break/Fix) as needed for corporate, business and other remote site events.
• Build and manage a world class 24 x 7 Service Desk Team.
• PC / Laptop / Thin Client Image Management.
• Image Delivery
• Application Packaging and Distribution
• Workstation Patching
• Perform trend analyses and develop action plans for improving productivity, service responsiveness and cost efficiencies.
• Stay current in end user support, management, technologies, sourcing, compliance, policies and procedures.
• Ensure standards are followed; provide evidence for internal and external audits.
• Oversee the provisioning, deployment, management and tracking of all end user equipment and disposal.
• Manage device lifecycle replacement and maintain unit forecasts.
• Establish & Manage device standards and user profiles for device deployment.
• Own and manage Hardware and Software Vendor management for vendors.
• Own and manage eMail Messaging services (MS O365).
• Own & manage Mobility services.
• Own & manage Collaboration technology (End User facing) and Meeting experiences.
• Own and manage migration to standard cloud storage services (MS OneDrive).
• Develops service and business level agreements to set expectations and measure performance.
• Develop Risk Mitigation strategies and Business Continuity plans.
• Employee Onboarding, specifically as it aligns to ensuring user has all required technologies available on their Day One.
• Lead direct reports and their technical teams, provide challenging assignments, training and career opportunities.
• Develop department goals, objectives, and operating budgets.

WHAT WILL I GAIN FROM THIS ROLE?

• Experience driving high-priority and transformational work in an fast paced and evolving environment.
• Skills in managing end user incident and task processes within ServiceNow, ensuring compliance with industry standards and regulations.
• Enhanced skills in Citrix VDI management and optimization.
• The opportunity to lead and mentor collaborative, diverse, and highly effective teams.
• The ability to use and develop emotional intelligence, communication, and leadership skills.
• Experience in empowering and motivating a team, fostering a positive and productive work environment.
• The ability to apply and grow strategic thinking and vision-setting for high-performing platforms.