Manager Client Technology

•About the Role

We are building a dedicated, proactive team focused on transforming the end-user experience for our healthcare clients accessing applications via Citrix.

As the Manager of Citrix Customer Experience, you will lead a team of Citrix engineers with a clear mission: systematically identify, remediate, and eliminate the root causes of poor Citrix logon times and suboptimal application performance across our entire customer install base.

You will be the driving force that turns raw data, tribal knowledge, and lessons learned into repeatable, scalable improvements that directly benefit our clients every day.

This is not a reactive, ticket-driven role.

You will build a culture of proactive ownership, where your team wakes up every morning focused on one thing — making the customer experience measurably better.

Key Responsibilities

Team Leadership & People Management


* Lead, mentor, and grow a team of Systems Engineers and Expert Systems Engineers focused on Citrix logon performance and GPO optimization


* Build a team culture centered on proactive analysis, curiosity, and relentless improvement — not reactive ticket resolution


* Recruit, onboard, and develop engineers with the right mix of deep technical knowledge and analytical mindset


* Set clear goals, track performance metrics, and hold the team accountable to measurable customer experience outcomes


* Foster cross-functional collaboration with Citrix, Windows, Network, and Application teams to ensure improvements are shared, adopted, and propagated across the organization


* Run structured learning sessions, training surges, and knowledge-sharing initiatives so the team continuously builds expertise

Strategic Direction & Execution


* Own the team charter around Citrix logon time improvement and GPO standardization, translating high-level goals into a specific, actionable roadmap with clear owners, timelines, and measurable outcomes


* Establish a systematic, data-driven methodology for identifying logon time anomalies across the customer base — comparing high-performing customers against low-performing ones to surface patterns and root causes


* Ensure all lessons learned are captured, codified into knowledge articles and runbooks, and propagated across the full install base — not just the customer where the discovery was made


* Champion the use of AI tools, Power BI dashboards, Logic Monitor, Citrix Director, and Azure Log Analytics to drive insights at scale, rather than relying on individual heroics


* Prioritize and manage a backlog of improvement opportunities, balancing quick wins against longer-term systemic changes


* Report progress, trends, and outcomes to senior leadership in a clear, concise way — demonstrating measurable impact on customer experience

Technical Oversight


* Provide technical guidance and review on Citrix logon diagnostics, GPO audits, profile management, and HDX optimization
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