We are currently seeking a Director of End User Services. The Director, End User Services, is focused on delivering exceptional service every time, everywhere, to everyone. In this role, you will be responsible for the day-to-day operations of End User Support for applications, systems, and devices for our healthcare organization. As a transformation agent, you have a high sense of operational excellence, ownership, can-do attitude, and a sense of curiosity around the possibilities to drive an ever-improving end-user experience. You will use technical and leadership experience to ensure quick resolution of incidents and requests, minimal end-user disruption and downtime, service improvements, and provide an overall exceptional end-user experience. Domain expertise is key as you will drive a best-in-class customer service that can scale to meet the evolving needs of clinical and non-clinical staff.
Company Information
We have been widely recognized for our exceptional culture, world-class physicians, Magnet-designated nurses, and passionate employees who make a real difference in our community. With tremendous growth opportunities, great benefits, and flexible work schedules, it is no wonder why we are consistently recognized as a Great Place to Work.
Job Duties
Essential Functions and Responsibilities
1. Understands and adheres to the Performance Standards, Policies and Behaviors.
2. Engage, give direction, and inspire a distributed team comprised of employees, contractors, and third parties that are accountable for all levels of end user support.
3. Provide mentoring, coaching, and training to drive employees' productivity, effectiveness, and growth.
4. Develop and leverage analytics that proactively drive decision making and outstanding end user experience.
5. Develop and maintain roadmaps that effectively reflect needs and that priorities are aligned with dependencies, resources, and funding.
6. Drive a service management operation that is optimized, automated, and fit-for-purpose.
7. Lead logistics, asset management, and procurement related to end user requirements.
8. Supervise performance and ensure that SLAs are met.
9. Provide incident management, major incident management, request management and problem management for all teams across the organization.
10. Partner with HR, Security, Privacy, and Compliance to ensure alignment to policies and procedures including HIPAA.
11. Partner across IT leadership on the design and execution of ITIL processes, to leverage data and automation.
12. Partner with the Office of Project Management, and Engineering in executing construction, expansion, and new facility-related projects.
13. Run annual budgets for both capital and operating expenses for all field services hardware, software, and other end-user computing devices.
14. Procure, deploy, and track to decommission corporate devices and peripherals including mobile devices.
15. Provide and support A/V services for large in-house events and executive meetings.
16. Provide all levels of support for technology fulfillment managed through a remote service desk and deskside support.
17. Provide a dedicated high-quality and high-touch support service to our senior leaders, 24/7.
18. Maintain the knowledge base and ensure automation of recurring tasks.
19. Assures the delivery of quality department /clinical services by established hospital and regulatory/accreditation agency standards.
20. Assures that employee competency and education requirements are satisfied as per hospital policy.
21. As required, participates in the Performance Improvement Program as defined by the organization.
22. Attends Management/Leadership meetings as scheduled/required and communicates hospital policies, performance improvement initiatives and all other required information to department staff.
23. Assures the provision of a safe employee/patient environment.
24. Assumes and maintains 24-hour responsibility for the department
25. Monitors vendors and contracts related to telecommunication, network services, specialized workstations on wheels and other hardware
Experience & Skills Required • 8+ years of end-user services leadership experience in large global organizations • 8+ years of people management experience, including remote team members, contractors and MSPs • 8+ experience with OS platforms (Windows, OSx, Mobile) and working knowledge of Office.com • Proven communication, presentation, and influencing skills • Detailed knowledge of management of endpoint device management in a healthcare setting preferred. • Must have a valid driver's license to travel to remote hospital sites