Dir IT User Support Services

Ann & Robert H. Lurie Children's Hospital Of Chicago - Chicago, IL

Part-time,Full-time - Senior

Chicago, IL

Hospitals

About the position

Ann & Robert H. Lurie Children's Hospital of Chicago is seeking a Director of IT User Support Services to lead the Information Technology User Support Services strategy and execution. This role will work closely with the Sr. Director of Technology Engineering and Service Delivery to manage the Client Technology Services team, which includes Citrix, Field Services, Integrated Solutions Engineering, M365, and Service Desk. The Director will be responsible for the effective management and development of a diverse workforce, which includes exempt and non-exempt staff, customer service representatives, and technology specialists. The position requires strong leadership skills to establish and achieve service level objectives, develop detailed plans for enhancing existing services, and implement quality improvement initiatives. The Director will oversee all aspects of operations strategy for the aforementioned teams, performing trend analyses to improve productivity, service responsiveness, and cost efficiencies. This includes evaluating business process changes, negotiating service level agreements, managing vendor relationships, and overseeing contracts and budgets. The role also involves maintaining a general understanding of ServiceNow and ITIL processes, incorporating performance management and continuous improvement strategies to drive service excellence. The Director will interface with leadership and other departments to promote collaboration and reduce project overlap, while also actively participating in budget allocation and tracking. In addition to operational responsibilities, the Director will create department processes and standards, ensure compliance, and oversee staffing and professional development within the area of responsibility. The position promotes the use of self-service tools, automation, and a knowledge repository to enhance service levels and end-user satisfaction. This role is critical in leveraging technology to achieve business unit objectives and requires a strong background in IT management, project management, and healthcare experience is preferred.

Responsibilities

• Plan, direct, and administer all aspects of the operations strategy for the Citrix, Field Services, Integrated Solutions Engineering, M365, and Service Desk teams.
• Perform trend analyses and develop action plans for improving productivity, service responsiveness, and cost efficiencies.
• Evaluate business process changes and needs, planning the expansion and/or refinement of services.
• Negotiate service level objectives and agreements with the business in collaboration with the IM Leadership team.
• Manage vendor relationships, evaluate contracts, and oversee budgets.
• Incorporate performance management, coaching, best practices, and continuous improvement strategies to drive service and operation excellence.
• Develop and perform analyses on SLAs to drive continuous improvement resulting in improved service and quality utilizing the ITIL Framework.
• Interface with leadership and other areas to promote collaboration across functional and organizational lines.
• Actively participate in the allocation and tracking of the organizational budget.
• Create department processes and standards and ensure compliance.
• Oversee staffing, development of professional competencies, and training plans within the area of responsibility.
• Work with IT stakeholders to pursue opportunities to leverage technology to achieve business unit objectives.
• Promote self-service tools, automation, and a knowledge repository to improve service levels and end-user satisfaction.

Requirements

• Bachelor's degree in Computer Science or equivalent work experience.
• Minimum 5+ years of experience in a management role.
• Minimum 3+ years of project management experience, including large-scale technology projects.
• Ability to assess technology impact and solutions for both the near term and long term.
• Experience in ITIL processes and awareness of industry trends towards process automation.
• Excellent verbal and communication skills, able to present new technology or processes to technical and non-technical audiences.
• Thorough knowledge of IT industry standard metrics and experience contributing to the development of new concepts, techniques, and standards.

Nice-to-haves

• Healthcare experience preferred.
• Experience within End User Support Services environment.

Benefits

• 403(b) matching
• Paid parental leave
• Health savings account
• AD&D insurance
• Paid holidays
• Disability insurance
• Health insurance
• Dental insurance
• Flexible spending account
• Tuition reimbursement
• Paid time off
• Adoption assistance
• Employee assistance program
• Vision insurance
• Employee discount