Director, IT End User Services
New York, NY

Job Description

In collaboration with VP Infrastructure and Operations, develop and execute End User Support Services strategies to achieve departmental and business goals. Develop and oversee systems, resources and operations for users spread across 2 campuses, 10 remote locations and a growing telecommuting workforce. Teams reporting to Director include Service Desk, Remote Resolve, Application Support, Deskside support and Desktop Engineering functions.

Duties and Responsibilities:

* Implement best in class Service Desk Operations
* Implement Level 1 "Operations Center" which covers all alerting across all of IT
* Develop and implement multiyear strategies aligning to company goals and industry trends
* Build a cohesive and strong leadership team to achieve desired operational and quality goals
* Maintain a general understanding of ServiceNow, ITIL Processes and workflows
* Vendor management by establishing necessary governance processes
* Introduce and leverage industry standard reporting metrics through usage of KPI's, SLA's and OLA's
* Standardize and implement work level instructions / knowledge management repositories
* Invoke continuous service improvement methodologies (LEAN, Six Sigma)
* Develop relationships with business stakeholders soliciting feedback on ways to improve services and better align with business priorities
* Work with IT stakeholders to pursue opportunities to leverage technology to achieve business unit objectives
* Develop staffing plans leveraging quantitative information

Minimum Qualifications:

* Bachelor's degree in related field or High school diploma with extensive years of equivalent experience.
* Knowledge of state of the art technologies, including hardware and software
* Experience in ITIL processes and awareness of industry trends towards process automation
* Thorough knowledge of IT Industry standard metrics
* Experience contributing to the development of new concepts, techniques, and standards
* Working knowledge within End User Support Services environment

Preferred Qualifications:

* ITIL Foundation Certification
* Proven experience working with ServiceNow
* Superior reasoning and decision making skills
* Documented experience working across IT Teams
* Proven ability to establish and maintain strong long term relationships, communications and interact professionally with a diverse group of Executives, Managers, and Subject Matter Experts in IT
* Written and verbal communication, analytical and strong problem solving skills
* Must possess organizational proficiencies to multi-task with multiple initiatives simultaneously and work in a fast-paced environment under limited supervision with excellent follow-through on detailed tasks
* Strong Business Acumen

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.

If you have a disability under the Americans with Disability Act or a similar law, and want a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to careers@Healthfirst.org or calling 212-519-1798 . In your email please include a description of the accommodation you are requesting and a description of the position for which you are applying. Only reasonable accommodation requests related to applying for a position within Healthfirst Management Services will be reviewed at the e-mail address and phone number supplied. Thank you for considering a career with Healthfirst Management Services.

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