WPS Health Solutions
Manager of End User Experience
WPS Health Solutions, Madison, Wisconsin, United States,
U.S. citizenship is required for this position due to Department of Defense restrictions.
Who We AreWPS 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.Culture Drives Our SuccessWPS’ Culture is where the great work and innovations of our people are seen, fueled, and rewarded. We accomplish this by creating an inclusive and empowering employee experience. We recognize the benefits of Diversity, Equity, and Inclusion as an investment in our workforce—both current and future—to effectively seek, leverage, and include diverse perspectives that fuel agility and innovation on high-performing teams. This results in people bringing their authentic selves to work every day in an organization that successfully adapts to business changes and new opportunities.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 support.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 DeliveryApplication Packaging and DistributionWorkstation 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).Develop 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.How do I know this opportunity is right for me? If you:Have a background managing 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.What will I gain from this role?Experience driving high-priority and transformational work in a 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.Minimum QualificationsU.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 Qualifications10 or more years of IT experience, and at least 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.Salary Range$120,000 ~ $145,000The base pay offered for this position may vary within the posted range based on your job-related knowledge, skills, experience, and
may fall outside of this range .Work LocationThis position will be located out of our WPS Corporate Center Building - 1717 W. Broadway in Madison, WI.Onsite work will be needed for the first 3-6 months until established.Hybrid work options available after establishment.BenefitsPerformance bonus and/or merit increase opportunities.401(k) with
dollar-per-dollar match up to 6% of salary
(100% vested immediately).Competitive paid time off.Health insurance, dental insurance, and telehealth services start
DAY 1 .Employee Resource Groups.Professional and Leadership Development Programs.Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
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Who We AreWPS 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.Culture Drives Our SuccessWPS’ Culture is where the great work and innovations of our people are seen, fueled, and rewarded. We accomplish this by creating an inclusive and empowering employee experience. We recognize the benefits of Diversity, Equity, and Inclusion as an investment in our workforce—both current and future—to effectively seek, leverage, and include diverse perspectives that fuel agility and innovation on high-performing teams. This results in people bringing their authentic selves to work every day in an organization that successfully adapts to business changes and new opportunities.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 support.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 DeliveryApplication Packaging and DistributionWorkstation 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).Develop 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.How do I know this opportunity is right for me? If you:Have a background managing 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.What will I gain from this role?Experience driving high-priority and transformational work in a 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.Minimum QualificationsU.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 Qualifications10 or more years of IT experience, and at least 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.Salary Range$120,000 ~ $145,000The base pay offered for this position may vary within the posted range based on your job-related knowledge, skills, experience, and
may fall outside of this range .Work LocationThis position will be located out of our WPS Corporate Center Building - 1717 W. Broadway in Madison, WI.Onsite work will be needed for the first 3-6 months until established.Hybrid work options available after establishment.BenefitsPerformance bonus and/or merit increase opportunities.401(k) with
dollar-per-dollar match up to 6% of salary
(100% vested immediately).Competitive paid time off.Health insurance, dental insurance, and telehealth services start
DAY 1 .Employee Resource Groups.Professional and Leadership Development Programs.Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
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