Director, End User Services

🕒 Julho 28

🦀 Maryland – Remoto

🦀 Maryland – Remote

⏰ Tempo Integral

🔴 Especialista

👔 Diretor

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CareMetx, LLC

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

💼 Consultoria

🏥 Saúde

⚕️ Seguro de Saúde

Consulting • Healthcare • Healthcare Insurance

CareMetx, LLC é uma empresa especializada em transformar o acesso dos pacientes a terapias especiais, reduzindo o tempo para o início do tratamento. Eles oferecem um serviço de Hub digital que aborda barreiras emocionais, financeiras e clínicas para os pacientes, visando melhorar os prazos de tratamento e o uso contínuo das terapias. A CareMetx proporciona suporte de alta qualidade e utiliza tecnologia avançada para oferecer soluções de acesso, acessibilidade e adesão, beneficiando tanto os pacientes quanto os prestadores de serviços de saúde. Eles fazem parceria com marcas farmacêuticas especializadas, prestadores de serviços de saúde e sistemas hospitalares para melhorar os resultados dos pacientes.

Descrição

• Lead CareMetx's Service Desk and IT Engineering teams — setting strategic direction for end-user computing. • Drive a service delivery model that pairs operational excellence with an AI-first mindset. • Champion the adoption of AI-powered tools, intelligent automation, and data-driven processes. • Build a high-performance, AI-literate team culture across Service Desk and IT Engineering. • Leverage AI-powered analytics and dashboards to prioritize work and surface emerging trends. • Ensure the reliability, availability, and security of end-user technology with proactive monitoring. • Develop and enforce IT policies and procedures, including responsible AI use guidelines. • Collaborate with cross-functional stakeholders to understand business requirements and design AI-enabled solutions. • Evaluate and negotiate vendor contracts, prioritizing partners with native AI capabilities.

🎯 Requisitos

• 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.

🏖️ Benefícios

• Flexible work arrangements • Professional development