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 at Baxter:

Join us as we revolutionize the treatment landscape and help improve patient lives worldwide.

Baxter plans to spin off our ~$5B Kidney Care segment into an independent, publicly traded company. The new standalone entity will leverage our nearly 70-year legacy in acute therapies and home and in-center dialysis to provide best-in-class care to the people we serve. With its own investment priorities and enhanced management focus, the company will be better positioned to pursue growth opportunities and invest in innovation. We will build on our leadership in the kidney care space, fueled by our steadfast focus on innovation, our passion for patients and their families and our expertise in operational excellence.

This is where you can make an impact.

As the Director, Global Collaboration and End User Services you will be responsible for leading the global strategic direction and management of end user and collaboration services across all regions for Kidney Care. You will be responsible for building and adjusting services based on the changing demands. You will be accountable for service desk, remote desktop services, onsite support services, end point engineering, collaborations platforms including Microsoft M365, and meeting experience solutions. Furthermore, you will focus on leading and managing the delivery of technology services and support to end users.

You will stay abreast of industry trends and will align solutions with the organization's overall business objectives, playing a crucial role in ensuring the seamless operation of the company's IT collaboration and end user services, supporting various departments, and contributing to the overall efficiency and success of the organization. Bring industry best practices to the Kidney Care segment!

What You'll Be Doing:

• Directs a large, globally diverse team responsible for infrastructure support levels 1-3

• Develops and implements the strategic vision for end user services and collaboration services aligned to the overall IT and business objectives

• Partners with senior IT leadership to develop the strategy for the global Infrastructure and Operations function

• Responsible for design, implementation, and continuous improvement of end user support services, including collaboration technologies and platforms, service desk operations, desktop support, and device management

• Establish and monitor key performance indicators to measure effectiveness of end user and collaboration services

• Champion a customer-centric approach to IT service delivery focusing on improving the end user experience

• Manage relationships with external vendors and service providers to ensure delivery of high-quality services

• Lead and mentor a team of collaboration and end user services professionals, providing guidance and support

• Ensure timely and effective incident resolution, problem management, and service request fulfillment

• Collaborate with other departments to understand their collaboration and end user services needs and align solutions accordingly

• Stay abreast of industry trends and technologies to make informed recommendations for improvement

• Plan and manage the collaboration and end user services budget, including hardware, software, and maintenance costs

• Lead Service delivery of multiple end user support teams with focus on user experience by providing end user support from self-service through onsite field support globally

• Oversee aspects of the operating budget, drive and develop and maintain effective working relationships with all areas of the organization, groups and personnel with whom work must be coordinated or interfaced

• Provide leadership, direction and/or people management for several IT teams or an IT department. Work in a matrixed and/or global environment

• Contribute to the overall/strategic direction of End User Services and Collaboration within the IT organization; ensure department goals are linked to short- and long-term business and IT strategies, and communicate these goals to the department, the business, and other areas of IT

• Support service desk operations 24/7

• Coordinate the install/updates, patches on workstation devices throughout the enterprise

• Manage work done by outside vendors

• Create and maintain documents of workstation and collaboration solutions

• Daily health checks and log scans of collaboration solutions

• Lead the IT department on projects involving collaboration solutions, including ensuring project timelines are followed, giving regular updates to upper management

• Responsible for ensuring department is properly staffed; identifies top performers/underperforming employees and develop appropriates plans for development; actively engages and motivates employees

• Manages direct reports, conducts reviews and sets specific goals and objectives based on overall competencies

• Works with Senior Leadership to develop the necessary structure, resources, and processes to manage the organization's current activities and long-term projected growth

• Yearly project planning and budgeting

• Establishes regular departmental meetings to promote communication and adequate information flow

• Manage licensing, warranty and support contracts for network hardware and software solutions

• Performs other duties as requested

• 10% travel expected

Your Team:

The Director IT - Global Collaboration and End User Services, Kidney Care, reports to the Senior Director, IT - Program & Project Management, Kidney Care. You will lead a team of 2 Managers as well as 3rd party external resources.

What You'll Bring:

• Bachelor's degree in computer science or equivalent experience

• 15+ years of IT collaboration and/or end user services management experience, and familiarity with cloud-based collaboration and end user services solutions

• Experience managing IT personnel and external service providers

• Strong knowledge of IT security and data privacy best practices

• Familiarity with relevant laws, regulations, and industry standards such as HIPPA and GDPR

• Ability to manage multiple projects; acts with a sense of urgency, illustrates ambition and drives for completion of tasks and projects

• Able to effectively communicate with upper management as well as teams from all levels; excellent interpersonal and verbal/written communication skills

• Self-motivated; work well with little supervision, works well in a team environment

• Availability for off-hour calls and systems work

• Experience working with end user services in manufacturing environments

• Must be a team-player, possess outstanding customer service skills

• Must have the ability to initiate and develop creative solutions

• Must possess strong decision making and problem-solving skills

• Demonstrate leadership competencies such as: effective planning, motivating and developing staff and building effective teams

• Comfortable working with ambiguity and change; able to work in a fast-paced environment

• Strategic thinking and the ability to align IT initiatives with business goals

• Up-to-date with the latest trends and advancements in networking

• Bilingual - English and Spanish required

#LI-JR1

Reasonable Accommodations

Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please send an e-mail to Americas_TTA@baxter.com and let us know the nature of your request along with your contact information.

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