State of Location:
Wisconsin

Position Summary:

We are seeking an experienced and highly organized End-User Compute (EUC) Lead to oversee all aspects of end-user compute functions for our growing mid-size business with over 7,000 employees. This role will be responsible for managing and supporting the full lifecycle of laptops, desktops, and iPads, ensuring the efficient delivery, deployment, and ongoing management of all end-user devices. The EUC Lead will work closely with both internal teams and a third-party Managed Service Provider (MSP) to ensure seamless device provisioning, management, and support, with a focus on asset management, patching, operating system (OS) upgrades, and hardware replacement.

Job Description:

Key Responsibilities:

End-User Device Management:

Manage and support the deployment, configuration, and ongoing management of laptops, desktops, and iPads for over 7,000 employees.
Oversee the implementation and ongoing management of Microsoft Intune and Autopilot for the auto-provisioning of end-user devices.
Ensure that all devices meet company security standards and comply with internal IT policies.
Evaluate new devices for use at Ivy and propose solutions based on technical requirements, understanding end-of-life scenarios, and the demands of our teammates
Work closely with the Procurement team to purchase devices at the lowest cost from various supplier partners

Asset Management (ITSM Best Practices):

Implement and maintain effective asset management processes in line with ITIL and ITSM best practices.
Manage the full asset lifecycle, including purchasing, deployment, break/fix, retirement and disposal of aging hardware.
Maintain an up-to-date inventory of all devices, ensuring accuracy in asset tracking and reporting.
Coordinate with internal teams and vendors to manage device orders and replacement schedules.

Third-Party MSP Management:

Serve as the primary point of contact with the third-party Managed Service Provider (MSP) with respect to assets.
Oversee the MSP's role in device provisioning, management, break/fix services, and technical support.
Ensure the MSP meets service level agreements (SLAs) and deliverables, providing guidance and escalation support when necessary.

Patching & OS Upgrades:

Oversee patch management for end-user devices, including timely deployment of security patches, software updates, and OS upgrades.
Coordinate and manage testing and deployment of OS upgrades for laptops, desktops, and iPads to ensure minimal disruption to users.

Device Support & Troubleshooting:

Escalation point for troubleshooting efforts for hardware and software issues, coordinating resolution with the MSP and internal teams.
Provide hands-on support for critical incidents and escalate issues as necessary to ensure rapid resolution.

Process Improvement & Documentation:

Continuously assess and improve EUC processes, recommending changes and automating manual tasks where appropriate.
Develop and maintain documentation related to device deployment processes, troubleshooting guides, and support procedures.

Compliance & Security:

Ensure that all end-user devices are compliant with company security policies and industry regulations.
Work with security teams to ensure devices are regularly updated, configured securely, and protected against threats.

Collaboration & Training:

Work with other IT teams (e.g., network, security, helpdesk) to align EUC activities with broader IT initiatives.
Provide guidance, training, and best practices to end-users on the use of devices, software, and security tools.

Qualifications:

Education:
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
Experience:
- 5+ years of experience in an IT operations role, with at least 3 years specifically focused on managing end-user compute devices in an enterprise environment.
- Proven experience with Microsoft Intune and Autopilot for device management and auto-provisioning.
- Hands-on experience with asset management, including procurement, deployment, break/fix, and lifecycle management.
- Prior experience managing relationships with third-party Managed Service Providers (MSPs).
- Managing hardware vendors and experience with the procurement of hardware.
- Implementation of a CMDB and/or an asset tracking system.
Technical Skills:
- Strong understanding of Windows and macOS device management, including OS upgrades, patching, and configuration.
- Experience with endpoint management, RMM tools (preferably Kaseya and ConnectWise), and BitLocker encryption.
- Familiarity with mobile device management (MDM) tools and practices, especially for iPads.
- Experience with ITIL and ITSM best practices, particularly for asset management and service delivery.
Soft Skills:
- Strong organizational and project management skills, with the ability to handle multiple tasks and priorities simultaneously.
- Excellent communication skills, with the ability to work with technical and non-technical stakeholders.
- Ability to work with cross-functional teams and manage vendor relationships effectively.
Certifications (Optional but Preferred):
- Microsoft 365 Certified: Endpoint Administrator (MD-102)
- ITIL Foundation Certification
- Other relevant certifications related to endpoint management or Intune.

Why Choose Ivy?

Best Employer: A prestigious honor to be recognized by Modern Healthcare, signifying excellence in our industry and providing an outstanding workplace culture.

Exceeding Expectations: Deliver best-in-class care and witness exceptional patient outcomes.

Incentives Galore: Eligibility for full benefits package beginning within your first month of employment. Generous PTO (Paid Time Off) plans and paid holidays.

Exceptional Partnerships: Collaborate with leaders like Hospital for Special Surgery (HSS) and educational partners for continuous learning.

Empowering Values: Live by values that prioritize teamwork, growth, and serving others.

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