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IT Manager, End User Services Job

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Date: Jan 10, 2021

Location: Marlborough, MA, US, 01752

Company: Boston Scientific

Additional Locations:



Purpose and Passion • Comprehensive Benefits • Life-Work Integration • Community • Career Growth

At Boston Scientific, you will find a collaborative culture driven by a passion for innovation that keeps us connected on the most essential level. With determination, imagination and a deep caring for human life, we’re solving some of the most important healthcare industry challenges. Together, we’re one global team committed to making a difference in people’s lives around the world. This is a place where you can find a career with meaningful purpose—improving lives through your life’s work.


About the role: 

A qualified candidate should enjoy providing daily guidance, coaching and direction to a team of 7-9 technical End User Services and executive level support team members (both remote and onsite) supporting three Boston area sites as well as executive level staff. This highly visible management level position is responsible for day to day operations, fostering realtionships with customer of all levels, communicating effectively with those customer as well as staff and co-workers, driving change, promoting team transformation with a continual focus on the customer experience.


Your responsibilities include: 

  • Ensuring IT assets are properly inventoried and disposed.
  • Managing of IT end-user hardware distribution, support and replacement at multiple sites.
  • Taking ownership of issues or service requests that fall outside the scope of the End User Services team and escalating to the appropriate Global IT team while providing update, follow up and ownership until resolution.
  • Ensuring that departmental policies and procedures are followed and are in compliance with corporate policies and procedures
  • Ensuring office services activities comply with applicable regulations and company policies
  • Performing project management and business analytical roles on small to medium projects  as required
  • Accepting after hour service escalations and coordinating the appropriate response to the service needs
  • Reporting site level data (recent achievements, upcoming demands, risks, staff morale, opportunities) to management
  • Other duties that may be assigned in support of office productivity
  • Effectively engaging with BSC Executives and their support staff to address needs with urgency and professionalism.
  • Interacting with the business partners to assess support needed, including local facilitates leadership. Prioritize service delivery to meet demands of multiple customer bases.
  • Following up with customers on negative survey responses or experiences
  • Up to 15% travel


What we're looking for: 

Basic Qualifications

  • Bachelor’s degree plus 2-4 years of supervising employees in an IT environment
  • Extensive work with Executive Level staff (CEO, CIO, SVP, VP, etc)
  • Strong business relationship building skills
  • Strong focus on customer support and experience
  • Strong communication skills- oral and written
  • Experienced working on a dispersed team
  • Self-starter with strong, proactive work ethic and good interpersonal skills
  • Excellent problem solving and analytical skills
  • Ability to have honest, transparent conversations with staff and customers of all levels of the organization.
  • Ability to work under pressure and maintain composer.
  • Maintain a professional approach even in difficult situations.

Preferred Qualifications

  • Bachelor’s degree in Computer Science
  • 4+ years of work-related experience in End User Services organization  
  • Experience in IT Support environment preferred


About us

As a global medical technology leader for more than 35 years, our mission at Boston Scientific (NYSE: BSX) is to transform lives through innovative medical solutions that improve the health of patients. If you’re looking to truly make a difference to people both around the world and around the corner, there’s no better place to make it happen.


Requisition ID: 472489


Nearest Major Market: Boston

Job Segment: Medical, Medical Technology, Information Systems, Manager, Computer Science, Healthcare, Technology, Management