Manager, Digital User Experience (Infrastructure)

Availity is a pioneering healthcare technology company focused on enhancing patient care through innovative solutions. The Manager of Digital User Experience will lead the Digital User Experience team, ensuring operational stability and excellence while driving digital transformation initiatives across the organization.

Responsibilities:

• Set the vision, mission and culture for the Digital User Experience team, aligned to Availity’s business goals
• Hire, coach and develop high-performing engineers
• Establish clear performance expectations and provide timely, meaningful feedback
• Oversee architecture, engineering and support for: Modern Desktop (Windows, macOS, Virtual Desktops: Azure Virtual Desktops (AVD) and AWS Workspaces – Linux and Windows OS), Microsoft 365, Exchange, SharePoint, OneDrive, Teams, and Copilot, Teams Voice and collaboration services, Microsoft (Intune), Apple (Jamf) and endpoint management, Azure, Entra ID, Conditional Access, and Group Policy, SaaS and application support, Automation and scripting
• Bring current and emerging endpoint technology trends into planning and decision-making
• Partner with business leaders to shape long-term strategy and roadmap
• Identify opportunities to modernize, automate, and reduce technical debt
• Lead medium-to-large initiatives with clear plans, milestones, and measurable outcomes
• Deliver business value on time and within budget
• Build and maintain service levels, KPIs, and dashboards for Infra and business consumption
• Review ticket and service request trends to identify process improvements
• Ensure adherence to ITIL best practices and continual service improvement
• Drive cost optimization efforts
• Build vendor relationships, negotiate contracts, and manage software licensing
• Provide proactive, company-wide communication on platform issues, changes, and improvements
• Build strong partnerships with key departments and leaders
• Review the quality of deliverables to ensure business objectives are met
• Comply with ethical, legal, and regulatory requirements (e.g., HITRUST, HIPAA)

Requirements:

• Bachelor's degree in information technology or equivalent work experience; 7+ years management experience in Cloud Infrastructure, endpoint management, and platform management. 5+ years of experience supporting end-user infrastructure or applications
• Solid knowledge and understanding of cloud-based systems (M365 and AWS), security requirements, and digital workplace technologies. Must be proficient in the use of Microsoft applications (Word, Excel, PowerPoint, Teams, OneNote, SharePoint, OneDrive, and Outlook)
• Working knowledge of enterprise networking concepts (TCP/IP, DNS, DHCP, VPN, Wireless, QoS and cloud connectivity)
• Demonstrated ability to lead multiple projects and priorities in a fast-paced environment
• Excellent written, verbal and executive-level communication skills
• Skilled in managing team dynamics and mentoring/coaching others. Ability to lead and persuade others in a fast-moving environment with frequently changing priorities and assignments
• Working knowledge of ITIL best practices and Continual Service Improvement (CSI) experience. Demonstrated expertise with Service Management and Agile platforms, preferably ServiceNow and Atlassian
• Strong business acumen, with proven ability to balance costs, risks and outcomes
• Experience managing KPIs, SLAs and metrics driven reporting
• Certifications: Microsoft 365 Administrator Expert (MS-102), Azure Administrator Associate (AZ-104), Endpoint Administrator Associate (MD-102), Teams Administrator Associate (MS-700), Cybersecurity Architect Expert (SC-100), ITIL 4 Foundation, CompTIA Network+ or CCNA
• Experience operating in a highly regulated environment, scoping solutions that meet frameworks and regulations such as HITRUST and HIPAA
• Experience managing in an Agile environment utilizing Jira for work organization and completion
• Proficiency with automation, DevOps, and scripting