1+ months

Manager, End User Services

Minneapolis, Minnesota 55402
  • Job Code
  • Job Type
  • Job Status
    Full Time

What You’re Like


You have a relentless desire to get stuff done. A true champion of the collective objective, you’re energized by applying your expertise with a group of talented people to achieve something important, together. You’re curious and passionate about new technologies and cutting-edge innovation, and you enjoy pulling together complex pieces of a puzzle to deliver a powerful and meaningful end-product. You’re a translator between people and teams that don’t use the same lingo. You don’t settle for short-term gratification—you’re into long-haul, incremental efforts that require endurance, patience and next-level collaboration.

What We’re Like

Surescripts Network Technology and Operations (NT&O) is comprised of smart people who love to work towards a common goal, often delivering an innovative, industry-leading solution to the healthcare marketplace. We pride ourselves on quality work that’s grounded in complete transparency and accountability. When a project goes off the rails—and they do from time to time—we rally around each other to fix it and move on. While our gratification is often the result of a months-long effort, we never tire of delivering a huge result that has an exponentially positive impact on the healthcare system—whether it’s quality, cost or patient safety.


OK, But Here’s What It’s Really Like


Working at Surescripts NT&O, your thinking cap will always be on. You’ll be challenged to make sure that disparate, cross-functional pieces come together to create a desired result. You might swarm around some work if you think a milestone is about to be missed. You’ll work to quickly understand diverse technologies, and establish and maintain relationships with groups who see and talk about things differently.


The Manager of End User Services creates partnerships across the organization to ensure all employees are empowered by our IT systems to be successful in their responsibilities.  They work closely with their team to ensure timely responses to issues, taking proactive steps to minimize end-user issues.  The Manager regular reviews our technology solutions to ensure they provide the best experience for users and works with vendors to maintain existing solutions and evaluate new ones as needed.


  • Plan, direct, and coordinate the procurement, installation, and connectivity of end user systems, to ensure their stable operation. This includes developing, configuring, maintaining, supporting, and optimizing all new and existing end user hardware and software including but not limited to phones, video conferencing, and Antivirus technology.
  • Schedule and direct the activities of the IT Desktop Systems Support team to resolve Surescripts workforce members’ hardware and software problems in a timely and accurate fashion.
  • Responds to escalated IT support issues.
  • Design and implement short- and long-term strategic plans to make certain telecommunications needs meet existing and future requirements including input to the annual budget process. This includes both new project/initiatives as well as maintaining/refreshingexisting infrastructure and includes such things as conference room hardware, conferencing software, and phone systems.
  • Design and implement strategic plans for end user systems to meet existing and future needs of user desktops/laptops, including input on budget.  This includes refreshing existing systems, inventory management, and using best of breed technology.
  • Develop, implement and maintain policies, procedures and associated training plans for resource administration and appropriate use.
  • Establish best practices and policies for installing, configuring, maintaining, and troubleshooting end user workstation hardware, software, and peripheral devices.  This includes management of systems at both the hardware and software level, including third-party software used by end users.
  • Oversee troubleshooting end user systems for backups, archiving, disaster recovery, OS/application patches, anti-virus and provides expert support when necessary.
  • Build and maintain vendor relationships and manage the purchase of hardware and software products.
  • Holds regular status meetings with team and facilitate those meeting effectively
  • Keep team well informed of changes within the technology organization and the company in general.
  • Effectively communicates relevant IT-related information to superiors.
  • Conducts effective performance evaluations and mentors staff
  • Helps team execute career development plans.
  • Seeks and participates in development opportunities above and beyond training required by Surescripts.
  • Trains staff (and Surescripts employees) through both formal and informal training programs.



Basic Requirements:

  • Bachelor’s Degree and 5-8 years of experience or equivalent.

Preferred Qualifications:

  • 8 +  years of  End User Services experience, or equivalent
  • 2 +  years of experience managing vendor relationships
  • 2 + years of experience with a standard project management methodology
  • 2 + years of experience leading a team, including performance management

Skills for Success:

  • Able to manage self-organizing teams
  • Leading through collaboration and working as a servant leader
  • Guiding staff in the development of career development by providing guidance, possibilities and resources for people to grow as a professional
  • Ensuring everyone in the organization has focus on creating customer-value
  • Ability to effectively set goals and track metrics
  • Creating / maintaining a culture of trust


Posted: 2019-03-05 Expires: 2019-05-04

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Manager, End User Services

Minneapolis, Minnesota 55402

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