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Ann & Robert H. Lurie Children's Hospital of Chica Manager Client & Desktop Svcs in Chicago, Illinois

The Manager Desktop Engineering is responsible for the daily management and operations of all end user devices and staff responsible for the design, architecture and management of these systems. These duties will include hiring of personnel, conducting performance appraisals and overseeing the daily operations of all end user device standards and platforms. The manager is responsible for ensuring industry standards and best practices are followed when developing technology solutions for all end user device platforms.

  • Proactively seek and communicate opportunities for improvement in both the operational and customer satisfaction aspects of the client service function.

  • Identify technologies which will improve customer satisfaction, reduce cost or improve efficiency.

  • Establish metrics to measure efficient use of existing systems and resources.

  • Actively monitor team performance to ensure service levels and expectations are being met.

  • Provide leadership/support to ensure projects are staffed appropriately and timelines are met.

  • Ensure staff development plans are created and maintained.

  • Conduct annual performance evaluations.

  • Monitor ongoing staff performance, identify and communicate opportunities for improvement.

  • Work closely with field services staff to ensure proper escalation of technology issues.

  • Maintain effective on-call schedules to meet business requirements.

  • Author or assist team in the publishing of written requirements and definitions for all aspects of assigned projects.

  • Document assigned business process flows and use-case scenarios.

  • Create and maintain a standards catalog which lists all core end user device platform standards and/or services provided by Desktop Engineering.

  • Assigns personnel to various projects, directs their activities, and evaluates their work and ensures timelines and service levels are met.

  • The authority to hire, separate, promote, demote, write and administer performance evaluations.

  • Other job functions as assigned.

  • Bachelor’s degree or equivalent experience/relevant certification in business management or information systems management required.

  • 5+ year's leadership experience managing a team with engineering responsibilities focusing on end user device platforms required. MCA or MCSE certification by accredited facility preferred.

  • ITIL or formal Service management training required.

  • Excellent customer service skills and relationship management skills.

  • Good strategic and creative thinking skills.

  • Solid interpersonal, written and oral communication skills.

  • Excellent problem solving and reasoning skills.

  • Appropriate interpersonal and conflict resolution skills.

  • Self-motivated, flexible, and able to work in a team environment, while projecting an appropriate business image.

  • Must be able to organize work in order to meet deadlines as established by the organization.

  • Ability to cope in a fast-paced environment. Capable of leading a working team.

  • Ability to fit in with a diverse, multi-disciplined team.

  • Ability to communicate clearly and concisely through written and verbal communication.

  • Ability to maintain a professional attitude and demeanor in both normal and pressure situations.

  • Capable of leading a technical team and successfully interacting with others at various levels of the


  • Comprehensive experience in analyzing complex functions, procedures and problems to find creative, logical and appropriate solutions required.

  • Ability to identify approaches to solving problems or questions and to know when to seek outside advice.

  • Ability to deliver projects within established standard PMO practices.

  • Technical Abilities:

  • Experience managing Active Directory policies required.

  • Extensive knowledge of PC operating systems and registry management required.

  • Comprehensive knowledge of Macintosh operating systems and integrated applications strongly preferred.

  • Comprehensive understanding of PC hardware, software, operating systems, directory services, printing and applications required.

  • Experience with wireless device management required.

  • Experience with software distribution systems required.

  • Experience with Anti-virus management consoles and troubleshooting required.

  • Experience with Anti-spyware solution preferred.

  • Experience in hardware and software design, installation, configuration, maintenance, and troubleshooting required.

  • 24 x 7 x 365 support requirements. Available to work after hours and weekends, as required.

Requisition ID: 2019-11768

Shift: Day/Evening

Street: 225 E Chicago Ave