Dir IT User Support Services

Ann & Robert H. Lurie Children’s Hospital of Chicago provides superior pediatric care in a setting that offers the latest benefits and innovations in medical technology, research and family-friendly design. As the largest pediatric provider in the region with a 140-year legacy of excellence, kids and their families are at the center of all we do. Ann & Robert H. Lurie Children’s Hospital of Chicago is ranked in all 10 specialties by the U.S. News & World Report.

Location

680 Lake Shore Drive

Job Description

General Summary of Position Responsibility:        

This position in collaboration with the Sr. Director of Technology Engineering and Service Delivery is responsible for Lurie Children’s Information Technology User Support Services strategy and execution. Teams reporting to the director include the Lurie Children’s Client Technology Services team: Citrix, Field Services, Integrated Solutions Engineering, M365 and Service Desk. This position is responsible for the effective management and development of a diverse (exempt, non-exempt, customer service, technology specialists) workforce. This position provides leadership in the establishment, and attainment of service level objectives and development of detailed plans to address or enhance existing and new services as well as quality improvement initiatives. Additionally, this role will be responsible for the delivery method of services and the recommendation, management, and operations of managed services.

Essential Job Functions:

• Plans, directs, and administers all aspects of the operations strategy of the Citrix, Field Services, Integrated Solutions Engineering, M365 and Service Desk teams.
• Perform trend analyses and develop action plans for improving productivity, service responsiveness and cost efficiencies.
• Works with client organizations and appropriate stakeholders to evaluate business process changes and needs and plans the expansion and/or refinement of services.
• Negotiates service level objectives and agreements with the business in collaboration with the IM Leadership team.
• Manages vendor relationships and work, evaluates, and manages contracts and budgets.
• Maintain a general understanding of ServiceNow, ITIL Processes and workflows.
• Incorporates performance management, coaching, best practices and continuous improvement strategies to drive service and operation excellence.
• Develops and performs analyses on SLAs to drive continuous improvement resulting in improved service and quality utilizing the ITIL Framework.
• Interfaces with leadership and other areas inside and outside the organization to promote collaboration across functional and organizational lines to reduce project overlap and to add value.
• Actively participates in the allocation and tracking of the organizational budget.  
• Creates department processes and standards and ensures compliance.
• Oversees the staffing, development of professional competencies and training plans within area of responsibility.  
• Works with IT stakeholders to pursue opportunities to leverage technology to achieve business unit objectives.  
• Promote self-service tools, automation, catalog of services and the knowledge repository as mechanisms to improve service levels, end user satisfaction and productivity.

Knowledge, SKILLS, and Abilities:

• BA/BS Computer Science or equivalent work experience. Healthcare experience preferred.
• Minimum 5+ years of experience in a management role.
• Minimum 3+ years project management experience. This experience should include a history of successful completion of large-scale technology projects involving the coordination of multi-departmental and/or multi-vendor resources.
• Able to assess technology impact and solutions both for the near term, and long term.
• Ability to utilize system integration skills to solve business requirements.
• Experience in ITIL processes and awareness of industry trends towards process automation
• Excellent verbal and communication skills. Able to present new technology or processes at an appropriate level to either technical or non-technical audiences.
• 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

Education

Pay