Technology Services - 4239 - Senior Manager, End User Services in Green Bay, Wisconsin at Caravel Autism Health

Job Summary:

The Senior Manager, End User Services leads the technology experience for every Caravel teammate, from clinic to corporate office. This leader owns end user support delivery through a blended model of internal teammates and an external managed service provider (MSP), and owns the identity and access management (IAM) function that governs how teammates get, keep, and lose access to Caravel systems.

Success in this role means building support and access processes that scale with a fast-growing, geographically dispersed organization: predictable service levels, automated onboarding and offboarding, clean access governance, and a support experience that clinicians and corporate teammates trust. This is a hands-on leadership role that blends people leadership, vendor management, process design, and technical depth.

Primary Responsibilities:

Lead the end user services function, including service desk, endpoint engineering, clinic technology support, and audio/visual and collaboration technology, for a large, geographically dispersed teammate population.

Manage a blended support model of internal teammates and an external managed service provider (MSP). Own the MSP relationship end to end, including scope, service level agreements, escalation paths, quality assurance, ticket auditing, and cost management, and hold the partner accountable to measurable outcomes.

Lead, mentor, and develop the internal end user services team. Set clear expectations, coach to performance, and build bench strength and coverage across shifts and locations.

Own the identity and access management (IAM) function, including identity lifecycle (joiner, mover, leaver), role-based access, group and license management, multi-factor authentication, single sign-on, privileged access, and periodic access reviews and certification.

Drive identity and access automation, replacing manual provisioning with automated, auditable workflows across Microsoft Entra ID, Microsoft 365, CentralReach, and other core Caravel applications, so that access is granted on day one and removed the same day a teammate departs.

Build processes that scale. Define, document, and continuously improve support and access processes, standards, runbooks, and self-service capabilities so that service quality holds steady as clinic count and teammate headcount grow.

Establish and report on service metrics, including first contact resolution, time to resolve, backlog, provisioning cycle time, endpoint health, and teammate satisfaction. Use the data to drive root cause elimination rather than ticket churn.

Partner closely with peers across IT, including infrastructure and information security, clinical systems, data and analytics, and application support, to deliver integrated solutions and ensure end user and identity practices align with Caravel security, privacy, and HIPAA obligations.

Collaborate with leaders across Caravel, including Clinical Operations, Human Resources, Revenue Cycle, Finance, and Talent Acquisition, to align onboarding, offboarding, and technology readiness with business processes and growth plans, including new clinic openings and acquisitions.

Own endpoint lifecycle management, including device standards, procurement, imaging, deployment, patching, mobile device management, asset tracking, and refresh planning.

Manage vendor contracts, licensing, and the end user services budget. Forecast needs and identify opportunities to improve service while controlling cost.

Lead or contribute to projects and initiatives that improve the teammate technology experience, including deployments, migrations, and process improvement efforts.

Serve as an escalation point for high-impact issues affecting clinic operations, and roll up your sleeves to provide hands-on, expert-level support when needed.

Supports Caravels mission of changing lives and adheres to the companys core values of rigor, compassion, advocacy, unity, innovation, growth, and hope.

Non-Essential Functions/Other Duties:

Other duties and ad hoc analysis as assigned.

Supervisory Responsibility:

Lead, mentor, and coach internal team members, and direct the work of external managed service provider resources.

Travel Required: Travel to clinic and office locations with use of personal vehicle required (mileage reimbursed). Occasional overnight travel.

Physical Demands:

This is largely a sedentary role, with frequent sitting and computer keyboarding required. Employee will be required to sit, talk, hear, type, and write. Occasional bending, squatting, stooping, and lifting (up to 35 pounds) is required. Specific vision abilities required by this job include near, far, and field of vision. Speech must be spoken in a manner easily understood by others. This position requires regular and punctual employee presence.

Qualifications:

Education:

Bachelors degree in information technology, business, or a related field, or equivalent relevant work experience.

Relevant certifications such as ITIL, Microsoft Identity and Access Administrator (SC-300), Microsoft 365 Endpoint Administrator, or similar are a plus.

Experience:

At least 7 years of progressive experience in end user services, IT service delivery, or IT operations, including at least 3 years leading teams.

Demonstrated experience building support and access processes that scale, taking a function from ad hoc or manual delivery to documented, measurable, repeatable operations in a growing organization.

Hands-on experience with identity and access automation, including automated provisioning and deprovisioning, role-based access design, group-based licensing, and access review workflows.

Experience managing an external managed service provider or outsourced support partner, including contract, scope, and service level accountability.

Experience supporting a multi-site, geographically dispersed workforce; healthcare or another regulated industry preferred.

Skills and Competencies:

Hands-on knowledge of Microsoft Entra ID, Microsoft 365, Intune, endpoint management and service desk platforms, and identity automation tooling.

Strong process design discipline, with the ability to document, standardize, automate, and continuously improve.

Ability to lead teams and vendor partners, set expectations, and guide them to productive, measurable outcomes.

Strong teamwork qualities, with the ability to establish and maintain solid working relationships with peers, vendors, senior leadership, and other departments.

Ability to establish priorities, work to strict deadlines, and deal with shifting and conflicting deadlines and priorities.

Excellent analytical, organizational, interpersonal, and communication skills, with the ability to translate technical topics for clinical and business audiences.

Customer-focused mindset with a bias toward removing friction from the teammate technology experience.

Ability to exercise independent judgment, be proactive, show initiative, and manage time effectively.

Willingness to roll up your sleeves and be as hands on as necessary to get the job done in a collaborative, high energy environment.

Ability to abide by ethical guidelines and policies, including strict adherence to confidentiality and HIPAA guidelines.

Other:

Must be 18 years old or older.

Must be able to pass a thorough background check.

Every Caravel employee is expected to maintain Confidentiality, Integrity, and availability (CIA) with reference to PHI and PII data of patients, parents, employees, and vendors. It is the responsibility of each individual employee to protect and inform data breaches immediately to the Security & Compliance Officers.

If any of the CIA policies are not adhered to, action will be initiated as per HR policy.