Director End User Services

The Director, Enterprise End User Services is a "working manager" position that is obsessed with the end user experience and delivering best in class solutions through collaboration with stakeholders, to understand their goals and align technology solutions with desired business outcomes against supportable standards.  They are responsible for the strategic direction, implementation and delivery of all end user devices, software and related services.  As a "working manager" they are also someone who does not mind rolling up their sleeves when needed to help with things ranging from responding to a user trouble ticket to major project planning and implementation.  Ideal candidates are extremely passionate about patient safety and care and how technology can enable a quality healthcare experience.   

Responsibilities range from design, architecture and management of the end user computing platform, developing, and maintaining technology standards based on industry best practices, managing a technology roadmap, and proposing and developing new solutions based on business strategy, end user and stakeholder communication, and adept at managing multiple high priority tasks while delivering on business-driven SLA’s and KPI’s. Measures success not only through SLAs and KPIs but also end user satisfaction and clinical productivity outcomes. 

This leader will work with the broader IT organization and WellBe business units to deliver solutions and will serve as a subject matter expert in end user computing technology with particular focus on ensuring WellBe staff can provide a frictionless patient experience. 

• Responsible for developing transformational strategies, roadmaps, solution blueprints, implementation plans.
• Create a series of KPIs for their team, providing transparent and accurate measurement towards attainment to the same.
• Responsible for defining enterprise-wide standards, processes, and technologies.
• Work closely with the WellBe IT Leadership Teams as well as across the entire IT organization to continually improve end user services including the device modernization and support initiatives.
• Responsible for developing new solutions and modernizing existing solutions across the corporate IT portfolio.
• Coordinate deployment and services with business units and will have responsibilities for leading the endpoint management systems, patching and compliance and support models for deploying and supporting solutions.
• Will be responsible for technical services with key technology partners relationships.
• Manage and lead the End User Services teams responsible for all aspects of end user computing services including endpoint computing platforms (laptops/desktops/VDI), mobile devices and mobility services, application packaging and management, collaboration tools (voice, messaging, video, meeting services), and future technologies that would fall into this realm of IT services.
• Proactively seeks and communicates opportunities for improvement in both the operational and customer satisfaction aspects of the end user service function.
• Continually evaluate industry trends and the product landscape to determine how they apply to the end user computing experience.
• Identify opportunities for technologies which will improve customer satisfaction, reduce cost or improve efficiency.
• Provide leadership/support to ensure projects are staffed appropriately and timelines are met.
• Monitor ongoing staff performance, identify, and communicate opportunities for improvement.
• Work collaboratively with other business and IT leaders to ensure cross functional problems are addressed cohesively across the organization.
• Management of a staff centralized and decentralized staff across multiple time zones including hiring, performance management, and if required, terminating staff
• Other tasks needed to accomplish team’s objectives/goals

Educational Requirements:

• Bachelor's Degree or a combination of education and equivalent experience in lieu of degree
• ITIL V3 or V4 certification preferred

Required Skills and Abilities:  

• 6+ years in hands-on IT roles across the spectrum including desktop operating systems, mobile devices, networking (LAN/WAN, Wifi), cloud and on-premises delivered technologies. 
• 6+ years of demonstrated experience leading/building matrixed organizations in dynamic work environment.
• 6+ years developing IT talent supporting across multiple time zones and multiple business domains including career pathing and coaching / mentorship.
• 6+ years of experience working directly with senior business leaders in development and execution of complex technology projects
• 2+ years of experience with accountability 3rd party vendors and demonstrated success integrating 3rd party contractors into IT operating models
• 5+ years working in a mature, structured, KPI driven organization with a focus on well documented IT Service Management processes and procedures. 
• Deep technical understanding in both Google Workspace and Microsoft 365.
• Experience ensuring end user computing solutions meet regulatory and compliance requirements (HIPAA, HITRUST, PCI, etc.).
• Deep partnership with IT Security on endpoint hardening, identity management, data loss prevention, and device compliance.
• Experienced at managing Identity and Access Management processes and technologies including implementation of checks and balances to maintain compliance.
• Accountable for budgeting, cost optimization, and vendor contract negotiations for end user technologies and services.
• Proven ability to drive organizational change management and user adoption strategies, especially with clinical and non-clinical staff.
• Familiarity with emerging technologies such as AI-driven support assistants, automation platforms, and self-service enablement.
• Experience delivering end user services across distributed and hybrid workforces, balancing on-site, remote, and mobile needs.
• Experience ensuring end user technology resiliency, disaster recovery readiness, and business continuity planning.”
• Experienced in supporting organizations that are 100% SaaS & cloud based.
• Exceptional written and verbal communication skills.
• Extremely adept at using Excel and PowerPoint – beyond the typical user. 

Preferred Skills:

• Nice to have - Experience with Digital Employee Experience (DEX) platforms and proactive monitoring of end user satisfaction and device health

PERFORMANCE INDICATORS

• Assigned projects completed on time and within budgetary requirements.
• Meets or exceeds business SLA’s and KPI’s while delivering on a frictionless patient experience.
• Staff retention through mentoring, training, education, and finding opportunities for professional growth.

Supervisory Responsibility: Will have supervisory responsibility

Travel requirements: Travel may be required up to 25% locally or nationally

Work Conditions: Ability to lift up to 20lbs.  Moving lifting or transferring of patients may involve lifting of up to 50lbs as well as assist with weights of more than 100lbs. 

• Ability to stand for extended periods
• Ability to drive to patient locations (ie. home, hospital, SNF, etc)
• Fine motor skills
• Visual acuity

The preceding functions may not be comprehensive in scope regarding work performed by an employee assigned to this position classification.  Management reserves the right to add, modify, change or rescind the work assignments of this position.  Management also reserves the right to make reasonable accommodations so that a qualified employee(s) can perform the essential functions of this role.