Manager, Digital User Experience (Infrastructure)

Availity delivers revenue cycle and related business solutions for health care professionals who want to build healthy, thriving organizations. Availity has the powerful tools, actionable insights and expansive network reach that medical businesses need to get an edge in an industry constantly redefined by change.

Reporting to the Senior Manager of User Services, the Manager of Digital User Experience provides direction and leadership to the Digital User Experience team, responsible for the delivery and operational stability of Availity’s corporate endpoint platforms and applications.

This position plays a key role in driving operational excellence to enhance the associate experience. Champions process improvements, build relationships with key stakeholders, develops, manages, and motivates staff to perform at their highest potential. This leader will solve business problems through digital transformation, create and manage multiple projects within and across teams, and implement new technologies while incorporating DevOps, cloud, and agile approaches. Participates in overall business planning, bringing current knowledge and future vision of technology to meet Availity’s business needs.

• 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.

• 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).

After you apply, you will receive text/email messages thanking you for applying and then you will continue to receive more text/email messages alerting you as to where you are in the recruitment process.

• Recruiter resume review 
• Manager resume review 
• Recruiter video interview
• Manager video interview
• Panel video interview
• Senior Leadership video interview

Video Camera Usage:

Availity fosters a collaborative and open culture where communication and engagement are central to our success.  As a remote first company, we are also camera-first and provide all associates with camera/video capability to simulate the office environment. If you are not able to use your camera for all virtual meetings, you should not apply for this role.

Having cameras on helps create a more connected, interactive, and productive environment, allowing teams to communicate more effectively and build stronger working relationships.  The usage of cameras also enhances security and protects sensitive company information. Video participation is required to ensure that only authorized personnel are present in meetings and to prevent unauthorized access, data breaches, preventing social engineering, or the sharing of confidential information with non-participants.

Availity is an equal opportunity employer and makes decisions in employment matters without regard to race, religious creed, color, age, sex, sexual orientation, gender identity, gender expression, genetic information, national origin, religion, marital status, medical condition, disability, military service, pregnancy, childbirth and related medical conditions, or any other classification protected by federal, state, and local laws and ordinances.

Availity is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

NOTICE: Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. When required by state law or federal regulation, Availity uses I-9, Employment Eligibility Verification in conjunction with E-Verify to determine employment eligibility. Learn more about E-Verify at http://www.dhs.gov/e-verify.

Click the links below to view Federal Employment Notices.

Family & Medical Leave Act  Equal Employment Law Poster  Pay Transparency  Employee Polygraph Protection Act  IER Right to Work Poster  Important Notice about Employee Rights to Organize and Bargain Collectively with Their Employers