Director Of End User Experience

Job Description

General Description :

The Director End User Experience is responsible for the strategy and execution of End User Computing technologies and Collaboration tools that will enable employee productivity and directly contribute to delivery of quality clinical care.

Through designing and implementing best-in-class end user technology, the Director, End User Experience ensures employees have access to modern solutions that are easier to use, provide real-time communication, deliver digital information, and drive efficiency.

This position is responsible for designing, managing and delivering workplace solutions and will lead the end user team to transform, design, build and operate cost-effective standardized and reliable system-wide solutions focused on end user devices (Workstations, tablets, mobile phones, etc) productivity, mobility, collaboration, and communications, and including VDI and other application virtualization solutions.

Additionally, the Director End User Experience is responsible and accountable for managing the Service Desk, serving as the point of contact for all issues related to IT.

This role is responsible and accountable for effectively managing customer expectations and setting the organizational standard for IT issue resolution by identifying, researching, and resolving computer problems.

The Director, End User Experience will work cross functionally within a matrixed environment and have accountability to leaders across the infrastructure and application pillars, while reporting directly to the VP & Chief Technology Officer.

Essential Responsibilities :

Leads the design and delivery of large-scale, complex technology programs with a focus on cloud and desktop virtualization, leveraging virtualization tools such as Citrix, Vmware, Azure, etc.

Contributes to health system’s enterprise architecture by defining device, infrastructure, and application standards to support delivery of end user experience.

Enables efficient and modern ways of working for end users through the management and security of end user devices for remote end users.

Develops and design architecture and infrastructure roadmaps, implementation strategies and transformation plans focused on the enablement of end users and collaboration.

Ensures that all devices comply with Cybersecurity standards through maintaining end user device patching schedules, consistently managing technical debt and end user device inventories.

Ensure quality support for Microsoft 365 tenant and associated services.

Manages Service Desk to maximize first call resolution and meeting of Service Levels.

Develops team members ensuring they can problem solve, think critically, and deliver services within documented SLAs.

Interacts closely with the organization’s leadership team to understand enterprise priorities and support needs.

Participates in the IT governance process and decision making impacting enterprise priorities and strategies, specifically as it relates to the end user experience in support of these priorities and strategies.

Keeps knowledge base articles and Configuration Management DataBase (CMDB) current.

Maintains effective relationships and communications with executives, department heads and other key customers in departmental supported areas.

Collaborates with clinical, revenue cycle, finance, and business leaders as needed to improve application adoption and benefits.

Increases efficiencies of the Service Desk and End User Device Support team.

Provides effective management of and support for Service Desk, End User Support Services, and tools used to deliver high quality customer service.

Promotes a customer-service oriented support organization.

Resolves, proactively, issues encountered during and post system implementation, working with all levels of personnel within the organization.

Evaluates new technologies / software that may provide opportunities for solutions or new applications necessary to accomplish organizational goals, objectives, and strategies.

Ensures optimization of the team’s resources through effective resource management.

Collaborates with other Business Leaders for planning and deployment activities to ensure high levels of Service Desk and End User Device Teams performance and integration with enterprise processes.

Works closely with HR, Finance, Security, Compliance and Legal groups to ensure policies are upheld and budget commitments are achieved.

Establishes and promotes Service Desk and End User Support Services key performance indicators.

Complies with change management.

Is the IT sponsor accountable and responsible for any Service Desk and End User Support needed in support of implementations, as appropriate.

Performs other duties as assigned

Minimum Qualifications

Education : Bachelor’s Degree required. Bachelor's Degree in Information Technology or Computer Science preferred.

Experience : 5 to 7 years of progressive leadership experience required, with experience in end user experience design and implementation in an academic health system preferred.

Experience delivering IT services through virtualization; knowledge of VDI technology including VMWare and / or Citrix. Experience with Microsoft suite of tools preferred.

Licensure / Certifications / Registrations Required : ITIL Foundation certification or must obtain within 18 months of hire.

Knowledge, Skills and Abilities :

Thorough understanding of Service Desk and End User Support IT functions.

Understanding of Project Management methodology based on project management principles.

Knowledge of process improvement methodologies.

Understanding of designing and managing enterprise architecture with a focus on delivering end user applications. Ability to migrate and / or managing cloud environments and enterprise cloud vendors such as Microsoft.

Knowledge of device management best practices and technologies.

Demonstrated ability to elicit, analyze and communicate business requirements from multiple customers across disparate functions.

Understanding of integrated delivery systems of a large, multi-site academic health system.

Ability to exercise sound judgment and make decisions based on accurate and timely analysis.

Superior judgment, problem solving and cognitive skills.

Demonstrated knowledge and skills in assessing and mitigating risks through risk planning.

Demonstrated experience in business development and / or strategic and tactical planning and execution including marketing, communications and financial planning.

Knowledge of IT Service Management and ITIL key practices and concepts.

Ability to manage internal IT and outsourced vendors to meet service levels.

Exhibits strong interpersonal skills, demonstrating the ability to navigate the political landscape of the organization.

Capacity to deliver on deadlines while contributing to various stakeholders, projects and business relationships at once.

Ability to work independently or as part of a team and thrive in ambiguity, remain cool-headed with curve balls, and withstand the tests of a dynamic environment with resilience and resolve.

Is motivated by achievement in the face of obstacles, and always aims to make the organization better.

Thinks in terms of creating enjoyable end user experiences, journeys, and products.

Is results oriented, focusing on business value optimization and performance management.

Excellent verbal & written communications skills.

Strong presentation skills.