Director of End User Computing

University Hospital, Newark NJ•Newark, NJ

2d•$154,086 - $254,927

About The Position

The Director of End User Computing provides leadership, strategic oversight, and direction for the Desktop, Engineering, and Service Desk teams. The role manages delivery of hardware, software, and user support across University Hospital locations, shaping IT support services so end users have the technology, tools, and resources needed to work effectively. The Director partners with operational, business, clinical, departmental, senior, and executive leadership to align IT services and initiatives with organizational objectives. The role oversees resources and departmental budget initiatives, supports new-location launches, maintains front-end hardware infrastructure on and off campus, and manages relationships with business partners and industry contacts to assess best practices and emerging technologies. The position oversees operating-system rollout plans, desktop patching, endpoint operations, front-end IT equipment, and organizational A/V equipment. It directs compliance with front-end hardware policies and procedures, security standards, regulatory requirements, and HIPAA guidelines. The role also manages customer expectations and leads process optimization to improve service delivery and customer satisfaction.

Requirements

Bachelor’s degree in Computer Science, Business, or a related field.
At least seven years of experience managing hospital information systems.
At least three years of staff-management experience.
Excellent communication, follow-up, and customer-support skills.
Flexibility and adaptability in responding to changing end-user needs, technology requirements, and organizational priorities.
Strong critical-thinking and analytical skills, with the ability to assess issues and ideas from multiple perspectives.
Initiative and a proactive approach to identifying needs, resolving issues, and completing assignments.
Strong problem-solving and root-cause analysis skills, including evaluating information from multiple sources, identifying underlying issues, developing solutions, and preventing recurrence.
Advanced proficiency with Windows OS, Mac OS, and MS Office.
Extensive experience with Ivanti (LANDesk), ManageEngine Endpoint Central, and Microsoft Configuration Manager (SCCM) for operating-system deployment.
Extensive experience supporting and managing full and thin-client workstations.

Nice To Haves

Five years of staff-management experience.

Responsibilities

Lead the Desktop, Service Desk, and Engineering teams in delivering high-quality technical support and meeting user needs.
Ensure effective delivery of IT hardware infrastructure and services, partnering with operational, business, and clinical leadership to meet objectives and keep initiatives on track.
Align team objectives with organizational strategy and drive improvements to IT service delivery.
Develop resource-management strategies for personnel, technology, and budget across locations.
Assist with developing and overseeing the departmental budget for IT initiatives and allocate resources efficiently.
Lead the launch and ongoing optimization of new locations, integrating technical support into existing operations.
Engage senior and executive leadership and business and clinical governance teams to coordinate IT strategies.
Maintain operational integrity, reliability, and performance of front-end hardware infrastructure on and off campus.
Maintain relationships with business partners, senior leaders, and industry contacts to evaluate best practices and emerging technologies.
Identify, oversee, and deliver technical solutions aligned with strategic initiatives in coordination with stakeholders.
Manage operating-system rollout plans, deployment strategies, and ongoing maintenance.
Oversee desktop patch deployment to keep endpoints updated.
Serve as technical director for onboarding new locations, deploying IT standards and designs, and ensuring HIPAA guidelines are followed.
Oversee selection, acquisition, installation, and management of front-end IT equipment.
Manage selection, deployment, and support of organizational A/V equipment.
Manage customer expectations regarding IT strategies and projects.
Lead and participate in process optimization to improve service delivery, value, and customer satisfaction.
Direct compliance with policies and procedures for front-end hardware.
Ensure reliable 24/7 endpoint-device operations in partnership with other IT teams and managed service providers.
Develop and enforce standards, security policies, and procedures.
Enforce regulatory requirements and HIPAA compliance.