Director of Client Services (Information Technology)

Children's Hospital and Health System•Milwaukee, WI

17h•Hybrid

About The Position

At Children’s Wisconsin, we believe kids deserve the best. Children’s Wisconsin is a nationally recognized health system dedicated solely to the health and well-being of children. We provide primary care, specialty care, urgent care, emergency care, community health services, foster and adoption services, child and family counseling, child advocacy services and family resource centers. Our reputation draws patients and families from around the country. We offer a wide variety of rewarding career opportunities and are seeking individuals dedicated to helping us achieve our vision of the healthiest kids in the country. If you want to work for an organization that makes a difference for children and families, and encourages you to be at your best every day, please apply today. Please follow this link for a closer look at what it’s like to work at Children’s Wisconsin: https://www.instagram.com/lifeatcw/ This is a full time, salaried, hybrid position based out of our Main Campus in Milwaukee, Wisconsin.

Requirements

Bachelor’s degree in information technology, computer science, engineering, business, or a related field required or relevant experience
7+ years of progressively responsible IT experience in end user services, technical support, IT operations, or service management required
At least 3 years of formal people management experience. Experience must include technical team leadership, employee coaching and development, service delivery improvement, technology initiatives and procurement or budget forecasting required
2+ years experience managing managers; leading an outsourced service desk or other managed service provider owning enterprise ITSM process required
Demonstrated experience applying ITSM practices, improving support or operational workflows, coordinating incident response and managing technology vendor relationships required
Working knowledge of endpoint support and lifecycle management, service performance measures, and cross team escalation
Ability to establish priorities, coordinate delivery, and communicate service impacts and recommendations to technical teams, organizational partners, and executive leadership
Proven ability to lead endpoint engineering and mobility teams
Demonstrated ability to develop and maintain departmental operating and capital budgets, and contractual service level management

Responsibilities

Lead enterprise end user technology services that enable reliable clinical and business operations across Children's Wisconsin.
Direct client services managers and teams, own enterprise IT service management (ITSM) processes, and lead the outsourced service desk relationship and service performance.
Improve employee access to effective technology support, deliver dependable endpoint services, and ensure consistent service practices that support safe patient care and responsible technology investment.
Set service priorities, allocate approved resources, and own departmental operating and capital planning within delegated authority.
Lead enterprise ITSM governance in partnership with Infrastructure, Applications, Information Security, and other service owners.
Direct managers and staff across Client Services. Establishes goals and accountability, evaluates performance, and oversees staffing, recruitment, development, succession planning, and corrective action.
Build a service culture grounded in respectful communication, collaboration, and follow through.
Own enterprise incident, problem, change enablement, service request, knowledge, service level, and service asset and configuration management processes. Establishes policies, workflows, roles, measures, and governance; leads process adoption and improvement across internal teams and providers.
Serve as the accountable CW leader for the outsourced service desk. Defines service scope, coverage, service levels, escalation paths, and knowledge and quality standards. Leads provider reviews, monitors contractual performance and customer experience, and directs corrective action.
Direct onsite and remote support for end user technology across hospitals, clinics, and business locations. Aligns coverage, prioritization, dispatch, and escalation with clinical and operational needs.
Direct endpoint standards, configuration, software packaging and deployment, device management, patching, and lifecycle planning for workstations and mobile devices.
Direct end user technology delivery for new and renovated locations, moves, refreshes, and enterprise initiatives. Allocates staff and coordinates scope, schedules, dependencies, testing, and deployment with project leaders, Facilities, Clinical Engineering, and service owners.
Develop and manage departmental operating and capital budgets, forecasts, lifecycle investments, and renewal plans. Monitors costs and variances, evaluates sourcing options, and manages supplier performance.
Align service priorities and roadmaps with clinical and business leaders and technology partners.
Ensure assigned endpoint and service management controls follow approved policies; maintains audit evidence and addresses findings.
Own business requirements, workflow priorities, and adoption for the enterprise ITSM platform, service catalog, self service, and knowledge resources.
Perform people management responsibilities for employees which may include but are not limited to: employee engagement, recruitment, performance management and development.