Director, End User Services

This is a fully remote position, open to applicants in Maryland.

📋 Description

• Oversee CareMetx's Service Desk and IT Engineering teams by establishing a strategic vision for end-user computing.

• Propel a service delivery model that integrates operational excellence with an AI-centric approach.

• Advocate for the implementation of AI-driven tools, intelligent automation, and data-informed processes.

• Foster a high-performance culture among teams in Service Desk and IT Engineering that values AI literacy.

• Utilize AI-driven analytics and dashboards to prioritize tasks and identify emerging trends.

• Guarantee the reliability, availability, and security of end-user technology through proactive monitoring.

• Create and implement IT policies and procedures, including guidelines for responsible AI usage.

• Work collaboratively with cross-functional teams to grasp business needs and design AI-enhanced solutions.

• Assess and negotiate vendor agreements, focusing on partners that possess native AI capabilities.

⛳️ Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related discipline; a Master's degree is preferred.

• Over 7 years of progressive leadership experience in IT, showcasing success in simultaneously managing both service delivery and engineering functions.

• At least 5 years of experience overseeing a service-oriented organization with direct responsibility for a Service Desk or End User Support function and its related SLAs and performance metrics.

• A minimum of 5 years of direct technical experience in an individual contributor role, providing the foundational credibility to lead, mentor, and technically develop engineering personnel.

• Proven experience with AI-integrated ITSM features, including virtual agents, intelligent ticket routing, predictive analytics, or automated resolution workflows (ServiceNow, Jira Service Management, or equivalent).

• Practical experience with end-user computing platforms: endpoint management (Intune/MDM), Windows and macOS administration, M365 suite administration, and identity platforms (Azure AD/Entra ID, Okta).

• Familiarity with scripting and automation (PowerShell, Terraform, or equivalent); knowledge of AI-assisted automation platforms and workflow tools is a distinct advantage.

• Awareness of enterprise generative AI productivity tools — such as Microsoft Copilot, GitHub Copilot, or similar platforms — along with experience promoting their adoption in a corporate setting.

• Understanding of IT procurement best practices, vendor management principles, and ITSM frameworks (ITIL or equivalent).

• Experience in the healthcare sector, especially in HIPAA-regulated environments, is a plus.

🏝️ Benefits

• Flexible work arrangements

• Professional development