Director, End User Services

🕒 July 28

🦀 Maryland – Remote

🦀 Maryland – Remote

⏰ Full Time

🔴 Lead

👔 Director

👻 Ghost score 17%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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CareMetx, LLC

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

🏥 Healthcare

⚕️ Healthcare Insurance

Consulting • Healthcare • Healthcare Insurance

CareMetx, LLC is a company that specializes in transforming patient access to specialty therapeutics by reducing the time to therapy. They offer a digital Hub service that addresses emotional, financial, and clinical barriers for patients, aiming to improve treatment timelines and ongoing therapy use. CareMetx provides high-touch support and utilizes advanced technology to offer solutions for access, affordability, and adherence, benefiting both patients and healthcare providers. They partner with specialty pharmaceutical brands, healthcare providers, and hospital systems to enhance patient outcomes.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• Flexible work arrangements • Professional development