Supervisor, End User Services

Location: US PA Pittsburgh Gamma


At ZOLL, we're passionate about improving patient outcomes and helping save lives.

We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions.

Job Summary

The Supervisor, End User Services manages a team of highly collaborative and results oriented EUS team members tasked with delivering exceptional IT services to our end users across the company. This person will be a dynamic leader passionate about driving continuous service improvement and be data driven, with a solid understanding of automation tools and processes to optimize end user support services. They will be responsible for helping leadership to develop strategies to enhance the end-user experience, implementing global initiatives to improve service delivery, and managing the support teams ensuring optimal performance and user satisfaction. This Supervisor will create and support a team culture that is user centric, transparent, collaborative, innovative, supportive, creating a respectful and inclusive environment for our colleagues to thrive in.

Essential Functions
  • Oversee the delivery of end user support services, promoting a culture of excellence, innovation, and user satisfaction for our end users worldwide.
  • Working with EUS management, assisting in the development and implementation of strategies to enhance the end-user experience, ensuring efficient and effective service delivery, and setting direction for the organization.
  • Lead, empower, and motivate Global IT End User Services Leads through mentorship and coaching to continue to grow personally and professionally, regularly recognizing and appreciating team contributions.
  • Familiarize oneself with the broader goals and functions of the business to translate how end user services can support these objectives.
  • Work closely with IT Service Management and other EUS management to regularly review and update the service catalog, enabling feedback mechanisms, and monitoring and measuring usage of services.
  • Actively participate in regular meetings with key stakeholders across business units to discuss their needs, challenges, and feedback regarding End User Services, keeping them informed of project and initiatives progress.
  • Collaborate with cross functional teams to align end user services with organizational objectives and user needs.
  • Analyze KPI data to identify trends, areas for improvement, and success stories and communicate performance metrics and improvements to stakeholders and management.
  • Identify opportunities to automate routine tasks and processes in the end user services domain and work closely with IT teams to design, implement, and refine automation solutions.
  • Ensure compliance with industry standards, regulations, and best practices in end user services.
  • Facilitate communication and feedback mechanisms with the business leadership globally and our end users to ensure business needs and expectations are met.
  • Proactively identifies opportunities, conduct analyses, needs assessments, cost/benefit assessments, and broker other IT services.
  • Create and deliver presentations showing service delivery value, as well as influence senior leadership to adopt new ideas, products, or approaches.
  • Manage vendor relationships and contracts related to end user support tools and services.
  • Assist management in forecasting hardware and software spend understanding the current state, assessing future needs, and estimating costs associated with upgrades, replacements, and growth.
  • Work closely with Endpoint Engineering on hardware lifecycle management, assessing needs of end users, ensuring maintenance and support of hardware, as well as recycling and disposal of end-of-life hardware according to policies.
  • Perform hands on hardware support under the guidance of Infrastructure teams as needed
  • Facilitate End User training in coordination with IT Service Management for our end users.
  • Evaluate and introduce technology and automation to enhance the service we provide for team members and enable the team to scale.
  • Conduct weekly 1:1s with staff, provide timely feedback, and conduct performance reviews.
  • Manage team resources including scheduling.

Required/Preferred Education and Experience
  • High School Diploma required or
  • Technical degree preferred
  • 4+ years of experience in IT support or end user services, with at least 1 year in a leadership capacity
  • HDI, Microsoft, PMP, Security+ or other related certifications Preferred

Knowledge, Skills and Abilities
  • Strong leadership and team management skills, with a track record of developing high performance teams.
  • Excellent communication and interpersonal skills, with the ability to engage stakeholders at all levels, including Senior Leadership.
  • In depth knowledge of end user support technologies, tools, and best practices.
  • Analytical and problem-solving skills, with the ability to make informed decisions.
  • Experience in managing global teams and initiatives is a plus.
  • 4+ years’ experience with ITSM platforms such as ServiceNow
  • Solid knowledge of basic IT security practices and protocols

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
  • Standing - Occasionally
  • Walking - Occasionally
  • Sitting - Constantly
  • Talking - Occasionally
  • Hearing - Occasionally
  • Repetitive Motions - Frequently

ZOLL is a fast-growing company that operates in more than 140 countries around the world. Our employees are inspired by a commitment to make a difference in patients' lives, and our culture values innovation, self-motivation and an entrepreneurial spirit. Join us in our efforts to improve outcomes for underserved patients suffering from critical cardiopulmonary conditions and help save more lives.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.