Director of IT End User Services

4 weeks ago

White Plains, United States White Plains Hospital Full time

At White Plains Hospital, you have an opportunity to work side-by-side with some of the most talented people in the world.

We have been widely recognized for our exceptional culture, world-class physicians, Magnet-designated nurses and passionate employees who make a real difference in our community. With tremendous growth opportunities, great benefits, and flexible work schedules, it is no wonder why we are consistently recognized as a Great Place To Work.

We are currently seeking a Director of End User Services. The Director, End User Services, is focused on delivering exceptional service every time, everywhere, to everyone. In this role, you will be responsible for the day-to-day operations of End User Support for applications, systems, and devices for our healthcare organization. As a transformation agent, you have a high sense of operational excellence, ownership, can-do attitude and a sense of curiosity around the possibilities to drive an ever-improving end user experience. You will use technical and leadership experience to ensure quick resolution of incidents and requests, minimal end user disruption and downtime, service improvements and provide an overall exceptional end user experience. Domain expertise is key as you will drive a best-in-class customer service that can scale to meet the evolving needs of White Plains Hospital.

Essential Functions and Responsibilities Include the Following:

  1. Understands and adheres to the WPH Performance Standards, Policies and Behaviors.
  2. Engage, give direction and inspire a distributed team comprised of employees, contractors, and third parties that are accountable for all levels of end user support.
  3. Provide mentoring, coaching, and training to drive employees' productivity, effectiveness and growth.
  4. Develop and leverage analytics that proactively drive decision making and outstanding end user experience.
  5. Develop and maintain roadmaps that effectively reflect WPH needs and that priorities are aligned with dependencies, resources, and funding.
  6. Drive a service management operation that is optimized, automated, and fit-for-purpose.
  7. Lead logistics, asset management, and procurement related to end user requirements.
  8. Supervise performance and ensure that SLAs are met.
  9. Provide incident management, major incident management, request management and problem management for all teams across WPH.
  10. Partner with HR, Security, Privacy, Compliance to ensure alignment to policies and procedures including HIPAA.
  11. Partner across IT leadership on the design and execution of ITIL processes, to leverage data and automation.
  12. Partner with Office of Project Management, and Engineering in executing construction, expansion, and new facility related projects.
  13. Run annual budgets both capital and operating expenses for all field services hardware, software and other end user compute devices.
  14. Procure, deploy, track to decommission corporate devices and peripherals including mobile devices.
  15. Provide and support A/V services for large in-house events and executive meetings.
  16. Provide all levels of support for technology fulfillment managed through a remote service desk and deskside support across WPH.
  17. Provide a dedicated high quality and high touch support service to our senior leaders, 24/7.
  18. Maintain the knowledge base and ensure automation of recurring tasks.
  19. Assures the delivery of quality department /clinical services in accordance with established hospital and regulatory/accreditation agency standards.
  20. Assures that employee competency and education requirements are satisfied as per hospital policy.
  21. As required, participates in the Performance Improvement Program as defined by the organization.
  22. Attends Management/Leadership meetings as scheduled/required and communicates hospital policies, performance improvement initiatives and all other required information to department staff.
  23. Assures the provision of a safe employee/patient environment.
  24. Assumes and maintains 24-hour responsibility for the department
  25. Monitors vendors and contracts related to telecommunication, network services, specialized workstations on wheels and other hardware.
  26. Understands and adheres to the WPH Performance Standards, Policies and Behaviors.
  27. Assures compliance with state regulations and accreditation standards.
  28. Assures completion of staff orientation, annual and ongoing competency and education requirements.
  29. Attends Management/Leadership meetings as required.
  30. Adheres to safety standards for employees and patients.
  31. Performs all other related duties as assigned.

Education & Experience Requirements
  • BS/BA degree required, Master's preferred.
  • 8+ years of end user services leadership experience in large global organizations
  • 8+ years of people management experience, including remote team members, contractors and MSPs
  • 8+ experience with OS platforms (Windows, OSx, Mobile) and working knowledge of Office.com
  • Proven communication, presentation, and influencing skills
  • Detailed knowledge of management of endpoint device management in a healthcare setting preferred.
  • Must have a valid driver's license to travel to remote hospital sites
Core Competencies
  • Excellent Communication Skills (written and verbal)
  • Teamwork
  • Adaptability
  • Planning, Organization& Delegation Skills
  • Strong Problem-Solving, Judgment & Decision-Making Skills
  • Stress Tolerance
Physical/Mental Demands/Requirements & Work Environment
  • May be exposed to chemicals necessary to perform required tasks. Any hazardous chemicals the employee may be exposed to are listed in the hospital's SDS (Safety Data Sheet) database and accessed through the hospital's Intranet site (Employee Tools/SDS Access). A copy of the SDS database can also be found at the hospital switchboard, saved on a disc
  • Frequent sitting for extended periods of time
  • Ability to move about the office
  • Constantly operates computers and other office equipment as required
  • Ability to travel to and from different hospital offsite locations with minimal notice
  • Must be able to adapt to a high stress environment with frequent interruptions
  • Frequent exposure to computer noise

Primary Population Served

Check appropriate box(s) below:
•Neonatal (birth - 28 days)
•Patients with exceptional communication needs
•Infant (29 days - less than 1 year)
•Patients with developmental delays
•Pediatric (1 - 12 years)
•Patients at end of life
•Adolescent (13 - 17 years)
•Patients under isolation precautions
•Adult (18 - 64 years)
•Patients with cultural needs
•Geriatric (> 65 years)
•All populations
•Bariatric Patients with weight related comorbidities
•Non-patient care population

The responsibilities and tasks outlined in this job description are not exhaustive and may change as determined by the needs of White Plains Hospital.

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