Director, End User Services

About the role

As Director, End User Services, you will lead CareMetx's Service Desk and IT Engineering teams — the two functions that define how approximately 2,000 employees experience technology every day. You will set the strategic direction for end-user computing, driving a service delivery model that pairs operational excellence with an AI-first mindset. This means actively championing the adoption of AI-powered tools, intelligent automation, and data-driven processes that raise the bar for speed, quality, and employee experience while eliminating manual toil. Your leadership will build a culture where continuous improvement is the norm, AI is a core working tool, and every interaction with IT creates measurable value for the business.

Responsibilities

• Build and sustain a high-performance, AI-literate team culture across Service Desk and IT Engineering — empowering staff to challenge manual workflows, adopt intelligent tooling, and take ownership of continuously improving the employee technology experience.
• Lead Service Desk operations with an AI-first lens, deploying intelligent ticket triage, virtual agent capabilities, and automated resolution workflows to drive faster response times, higher first-contact resolution rates, and reduced analyst toil.
• Own the IT Engineering function responsible for endpoint lifecycle management, end-user computing infrastructure, identity and access platforms (M365, Azure AD/Entra ID, Okta), and the AI-augmented tooling ecosystem that enables employee productivity at scale.
• Ensure the reliability, availability, and security of end-user technology through proactive monitoring, AIOps-informed alerting, and disciplined incident management — detecting and resolving issues before they impact the business.
• Develop and enforce IT policies and procedures — including responsible AI use guidelines — ensuring full compliance with HIPAA, applicable regulatory requirements, and CareMetx's AI governance framework.
• Drive a culture of accountability and continuous improvement anchored in data, automation, and AI — defining clear success metrics, measuring outcomes against targets, and course-correcting quickly when results fall short.
• Leverage AI-powered analytics, dashboards, and predictive insights to prioritize work, surface emerging trends, and make informed, data-driven decisions across both Service Desk and IT Engineering.
• Build and maintain the EUS roadmap — cataloging business needs, incorporating AI-driven capabilities as first-class roadmap items, and communicating the strategic value of technology investment to leadership and cross-functional stakeholders.
• Define, track, and continuously improve SLAs and KPIs for both functions; leverage AI-assisted reporting to surface actionable insights, identify systemic issues, and drive accountability at every level of the team.
• Partner with peers and leadership to define EUS service standards, engineering practices, and technology stack decisions — with deliberate focus on automation-readiness, AI tooling adoption, and continuous skill development.
• Champion the evaluation and adoption of AI-native EUS platforms, including ITSM tools with virtual agent and predictive routing capabilities, intelligent endpoint management solutions, and AI-enhanced monitoring and remote support technologies.
• Collaborate with cross-functional stakeholders to understand business requirements and design AI-enabled solutions that improve employee experience, reduce friction, and accelerate time-to-resolution.
• Oversee procurement of hardware, software, and services — evaluating AI-readiness, total cost of ownership, and long-term platform value as key selection criteria alongside organizational need.
• Evaluate and negotiate vendor contracts, prioritizing partners with native AI capabilities, strong SLA commitments, and clear alignment to CareMetx's technology strategy and cost objectives.
• Maintain vendor performance accountability through structured reviews and SLA enforcement, leveraging AI-assisted monitoring and benchmarking tools to identify gaps and drive improvement.
• Serve as the escalation point for critical incidents and urgent requests — applying AI-assisted diagnostics, intelligent runbooks, and structured problem management to drive faster resolution and eliminate recurring issues at their root cause.
• Lead, coach, and develop your teams with deliberate investment in building AI fluency, automation skills, and a growth mindset as core competencies across both Service Desk and IT Engineering.
• Own delivery of medium to large projects — including AI tool deployments, platform modernizations, and service transformation initiatives — with full accountability for scope, timeline, quality, and outcomes.
• Maintain regular and reliable attendance, including being present, on time, and prepared for work as scheduled.
• Perform other related duties as assigned.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field; Master's degree preferred.
• 7+ years of progressive IT leadership experience, with demonstrated success leading both service delivery and engineering functions simultaneously.
• Minimum 5 years managing a service-oriented organization with direct accountability for a Service Desk or End User Support function and its associated SLAs and performance outcomes.
• Minimum 5 years of hands-on technical experience in an individual contributor role, providing the foundational credibility to lead, mentor, and technically develop engineering staff.
• Demonstrated experience with AI-powered ITSM capabilities, including virtual agents, intelligent ticket routing, predictive analytics, or automated resolution workflows (ServiceNow, Jira Service Management, or equivalent).
• Hands-on 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).
• Working knowledge of scripting and automation (PowerShell, Terraform, or equivalent); familiarity with AI-assisted automation platforms and workflow tools is a strong plus.
• Familiarity with enterprise generative AI productivity tools — Microsoft Copilot, GitHub Copilot, or comparable platforms — and experience driving adoption in a corporate environment.
• Knowledge of IT procurement best practices, vendor management principles, and ITSM frameworks (ITIL or equivalent).
• Experience in the healthcare industry, particularly in HIPAA-regulated environments, is a plus.

Skills

• Proven ability to lead and develop high-performing, cross-functional teams with a deliberate emphasis on building AI fluency, automation capability, and a continuous improvement mindset as core team competencies.
• Demonstrated capacity to operate across internal multidisciplinary teams and client-facing functions, driving end-to-end technology delivery with clarity on roles, accountability, and outcomes.
• Strategic thinker with a clear, defensible point of view on where AI and automation create measurable value within EUS — and the ability to build organizational buy-in and execute against that vision.
• Strong problem-solving and decision-making skills, with a bias toward data-informed action, structured root cause analysis, and a track record of driving durable operational improvement.
• Excellent verbal and written communication skills; able to translate technical complexity and AI concepts into clear, business-relevant language for senior leadership and non-technical stakeholders.
• Strong analytical mindset — comfortable interpreting AI-generated insights, separating signal from noise, and translating findings into targeted operational improvements and team priorities.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit.
• The employee must occasionally lift and/or move up to 10 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is usually moderate.

Schedule

• Must be flexible on schedule and hours.
• Travel may be required as business needs dictate.

CareMetx considers equivalent combinations of experience and education for most jobs. All candidates who believe they possess equivalent experience and education are encouraged to apply.