This is where you save and sustain lives
At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You'll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients.
Baxter's products and therapies are found in almost every hospital worldwide, in clinics and in the home. For over 85 years, we have pioneered significant medical innovations that transform healthcare.
Together, we create a place where we are happy, successful and inspire each other. This is where you can do your best work.
Join us at the intersection of saving and sustaining lives—where your purpose accelerates our mission.
Your role
End User Services Manager is a global role and responsible for managing Baxter’s End User Services. This candidate leads L0, L1, L2 services globally for Triage, troubleshooting, problem-solving, and resolution of common and recurring issues with escalation of irresolvable issues to the appropriate group. This role requires managing MSP on the End User Service functions.
What you’ll be doing
Lead EUS Functions covering 24x7x365 (including all day on Saturdays, Sundays, and holidays).
Manage L0, L1, L2, L3 end user support globally:
- Hardware troubleshooting, diagnostics, and escalation,
- Software troubleshooting, diagnostics, resolution, and escalation,
- E-mail troubleshooting, resolution, and escalation,
- Printing troubleshooting, diagnostics, resolution, and escalation,
- Network administration support (account unlocks and password resets),
- Network (including wireless) troubleshooting, resolution, and escalation,
- On-Site support services for the regions
- Managing the site related requirements specific to IT across the region
- Proprietary application support for selected applications, including password resets and escalations, special support and escalation for VIP users, if required, Escalation of all other issues to Baxter on-call associates
- Manage call overflow and emergency staffing requests, Logging, tracking, and escalation of incidents through Baxter ServiceNow system. Utilize Baxter defined service level structure with associated reporting and communication programs
- Utilize Baxter service model (Knowledge base, templates, groups), process and procedures
- Respond to user service calls to troubleshoot reported problems related to desktop hardware and software issues.
- Diagnose and resolve hardware failures by making necessary repairs and/or parts replacement, and communicates repair status to the user.
- Install, configure, and maintain all desktop, laptop, IP phones, printers and software applications for company users.
- Image laptop/desktops using current standards for new and refresh installations.
- Monitor, review and record problems and resolution details in problem ticketing system.
- Provide technical support leveraging remote takeover tools for users at various locations.
- Coordinate with end-users to remove vulnerabilities from their computers using malware and antivirus tools.
- Troubleshoot wireless LAN connectivity issues for PC’s and mobile devices.
- Support and troubleshoot OS’s and browsers
- Responsible to manage the EUS functions in the regional front
- Liaison with, and provide training and support to, end users and staff on computer operation and other issues.
- Create and update documentation in user Self Help knowledgebase portal.
- Undertake special projects as directed.
What you’ll bring
- Typically possesses 12+ years of relevant work experience, with at least 5 years as a manager or equivalent role
- Requires advanced technical and business knowledge in multiple disciplines/technologies/processes
- Experience with organizational improvement methodologies such as Lean Six Sigma
- Experience with Agile development processes and methodologies
- Project management / project leadership experience a plus
Knowledge, Skills, Abilities, and Behavior Required:
- Strong leadership and people management skills
- In depth knowledge of IT operations in a regulated environment, preferably med tech
- Experience leading IT teams focused on End User Services
- Deep knowledge of EUS function responsibilities
- Familiarity with EUS best practices
- Exceptional soft and interpersonal skills, including teamwork, facilitation and negotiation.
- Excellent written, verbal communication and presentation skills
- Excellent planning and organizational skills
- Excellent communication skills in writing and verbally to a varying audience
- Demonstrated ability to handle competing priorities & initiatives, quickly changing priorities, and high customer expectations.
- Demonstrated organization, prioritization, and decision-making skills
- Proven ability to successfully work in a matrix team environment that presents significant change and tight timeframes
- Strong analytical and problem-solving skills
Education Requirements:
- Bachelor’s and/or Master’s degree required in Computer Science, Information Technology or Business Administration. Masters preferred.
- Preferred to have certifications for this position: ITIL, CCNP, CCNA
Reasonable Accommodations
Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information.
Recruitment Fraud Notice
Baxter has discovered incidents of employment scams, where fraudulent parties pose as Baxter employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself, review our Recruitment Fraud Notice.
