At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 350+ facilities across the US and 22,000 teammates in over 90 countries, we provide integrated technologies, products and services across the full continuum of care. Customers—and their patients—are at the heart of what we do.

Our mission is to empower our customers to advance healthcare, and our success starts with our teammates. 

Owens & Minor teammate benefits include:

Medical, dental, and vision insurance, available on first working day

401(k), eligibility after one year of service

Employee stock purchase plan

Tuition reimbursement

POSITION SUMMARY 

 

Manager within the Owens & Minor Global IT End User Experience Team. Develops and executes operational and service management processes to ensure quality and efficiency goals relating to Endpoint Lifecycle Management are achieved. Collaborates closely with external vendors responsible for equipment procurement, delivery, and device reclamation, ensuring seamless integration with internal processes. As a member of the global IT leadership team, contributes to the development and execution of Owens & Minor’s IT strategy, ensuring alignment with overall business strategy. This position will oversee a team of US-based teammates and will align with typical continental US work hours, however this role will interact and collaborate with a larger global team. 
 

ESSENTIAL JOB FUNCTIONS:   

 Support the Mission and Vision: Supports the mission and vision of Owens & Minor’s Global Infrastructure Delivery Excellence organization, fostering a business-oriented culture and mindset driven by continual service improvement techniques. Manage Technical Support Activities: Manage the activities and team members associated with providing end-user technical support services to internal customers, specifically focused on endpoint device refresh activities and the deployment of new endpoint devices, as well as associated peripheral devices. Coordinate Endpoint Lifecycle Support: Ensure all aspects of endpoint lifecycle desktop support, including installations, upgrades, software, hardware, operating systems, and operating system configuration issues, are properly coordinated, monitored, tracked, and resolved. Contribute to Training Programs: Provide input on training programs designed to educate our computer users about basic computer use and specialized applications. Ensure Timely Customer Service: Ensure customer service is delivered timely and accurately based on measurable SLAs. Contribute to improving customer support by actively responding to queries and handling complaints. Establish Best Practices: Collaboratively establish, update, and maintain best practices for the entire end-user endpoint lifecycle support process. Coordinate and Escalate Issues: Coordinate and escalate issues to other teams as needed, providing feedback to ensure an excellent customer service experience for the end user. Oversee Software Installation: Oversee the installation and update of computer software on end-user computers when needed. Respond Promptly to Requests: Respond to requests in a timely manner to ensure minimal disruption to end-user productivity. Troubleshoot Technical Problems: Troubleshoot problems that occur on desktop and laptop computers, both software and hardware related. Act as a Trusted Advisor: Act as a trusted advisor and build and maintain relationships with IT leaders and business executives to understand global business needs, ensure cost-effective delivery of IT services to meet those needs, and respond with agility to changing business priorities. Support Special Projects: Provide support on special projects and initiatives as business needs evolve and dictate. A primary example of this is Windows 10 to Windows 11 migration. Stay Abreast of New Technologies: Stay abreast of new technologies and platforms, providing recommendations and proposals on what emerging technologies should be considered within EUX Endpoint Lifecycle Management to ensure capabilities are aligned with the enterprise's business strategy. Develop and Maintain Team: Work with HR and the IT leadership teams to develop and maintain an EUX Endpoint Lifecycle Management Team that aligns with the business and IT strategy. Continually look for leading-edge and innovative solutions to the recruitment, development, and retention of the EUX Endpoint Lifecycle Management Team. Forecast Skills Needs: Assist in forecasting the skills needed to acquire and develop an IT workforce with the appropriate mix of business knowledge, technical skills, and competencies that balance growing the agility required to achieve digital business objectives and ensuring the core IT functions are reliable, stable, and efficient. Support IT Planning Committees: When requested, support the IT planning and policymaking committees; drive the development of enterprise technology standards, governance processes, and performance metrics to ensure Infrastructure Services delivers value to the enterprise. Provide Leadership and Mentorship: Provide leadership, coaching, mentoring, and direction to the EUX Endpoint Lifecycle Management Team in a player/coach manner. Communicate Job Expectations: Accomplish results by communicating job expectations; planning, monitoring, coaching, counseling, and directing team members; initiating, coordinating, and enforcing systems, policies, and procedures. Foster Continuous Improvement: Partner with other EUX Desktop Support Manager(s) and EUX Support Analyst, as well as the IT Asset Management Team, to proactively foster continuous improvement around Endpoint Lifecycle Management. 

 

SUPPLEMENTAL JOB FUNCTIONS:   

Performs additional duties as directed. 

 

 

Qualifications 

 

EDUCATION & EXPERIENCE:   

 Bachelor’s Degree in Computer Science, Information Systems, Business Administration, or related field of study, or comparable experience 

Minimum of five years in progressing IT roles; minimum of two years direct supervisory experience 

Experience in large, cross-functional teams influencing senior-level management and key stakeholders effectively across the organization and within complex contexts (strategic planning, organization design and development, etc.)  

Experience or demonstrated capability in leading IT transformational initiatives in complex and dynamic environments highly preferred 

 

KNOWLEDGE SKILLS & ABILITIES:  

 Exceptional leadership skills with the ability to develop and communicate a vision that inspires and motivates staff and aligns to the IT and business strategy 

Ability to instill confidence in the business and demonstrate the business value of IT 

Effective influence and negotiation skills in an environment where resources may not be under the direct control of this role 

Excellent analytical, strategic conceptual thinking, strategic planning, and execution skills 

Strong business acumen, including industry, domain-specific knowledge of the enterprise and its business units 

Expertise in budget planning and financial management preferably with show back and/or chargeback models 

Deep understanding of current and emerging Infrastructure Services technologies and how other enterprises are employing them 

Success in leveraging both traditional best practices, such as IT service management practices based on ITIL 

Demonstrated ability to develop and execute a strategic people plan that ensures that the right people are in the right roles at the right time and that employees are highly engaged and satisfied 

Excellent verbal and written communication skills, including the ability to explain technical concepts and technologies to business leaders, and business concepts 

ADDITIONAL REQUIREMENTS:   

Ability to travel up to 10%; may include international travel 

If you feel this opportunity could be the next step in your career, we encourage you to apply. This position will accept applications on an ongoing basis.

Owens & Minor is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law.