Manager, End User Experience – Desktop Support West

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 & efficiency goals relating to End User Desktop Support are achieved.  As a member of the global IT leadership team, contributes to the development and execution of Owens & Minor’s IT strategy, and ensures its alignment with overall business strategy. This position will oversee a team of US-based teammates and will align with typical continental US work hours covering the Mountain & Pacific time zones, while collaborating with another Manager in the same role who covers the Eastern & Central time zones.  
 

ESSENTIAL JOB FUNCTIONS:   

• 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 the activities and team members associated with providing end user technical support services to internal customers by identifying, prioritizing, and confirming resolution of reported problems with laptop and desktop endpoint devices, as well as associated peripheral devices. 

• Ensure all aspects of desktop support, including installations, upgrades, software, hardware, operating systems, and operating system configuration issues, are properly coordinated, monitored, tracked, and resolved. 

• Provide input on training programs designed to educate our computer users about basic computer use and specialized applications. 

• 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. 

• Collaboratively establish, update, and maintain best practices for the entire end user support processes. 

• Coordinate and escalate to other teams as needed, providing feedback to ensure an excellent customer service experience to the end user.  

• Oversee the installation and update of computer software on end user computers when needed. 

• Respond to requests in a timely manner. 

• Troubleshoot problems that occur on desktop and laptop computers, both software and hardware-related.