Director, User Support Services

Information Technology
Chicago, IL

Position Purpose

Consider joining the talented staff at HIMSS as our Director, User Support Services as we transform health through information technology.   In this role, you will provide strategic direction, leadership and oversight for all technical user infrastructure services at HIMSS.  This position will focus on developing and executing the organizations continuous service improvement and end user experience.  The Director, User Support Services will ensure that all Service Level Agreements and Key Performance Indicators established with HIMSS Business Units are satisfied through the effective use of exisiting technology invetments and the strategic acquisition and management of new resources and third-party solutions.

Primary Accountabilities

  • Develop and present strategic/conceptual/functional models to business leaders and IT management team using the appropriate templates or tools along with cross-functional process to align with strategic objectives. Manage and direct process of identification and documentation of business and systems requirement definition, testing, training, implementation and support. Oversee all aspects of the organization’s user technology infrastructure, staff and service providers.
  • Lead the evaluation, deployment, integration and management of existing and future end user infrastructure technologies and services.
  • Collaborate and interact with business leaders to identify, analyze, provide recommendations, design, and prioritize infrastructure technology solutions.  Work closely with senior management, business unit management, IT leadership to ensure user technology solutions are aligned with overall direction and goals of the organization Develop, track, and control the user technology services annual operating and capital budgets for purchasing, staffing, and operations.
  • Develop department or initiative goals, annual plans, and priorities to achieve Society goals. Ensure continuous delivery of user services through the development and management of key metrics and oversight of service level agreements.
  • Oversee the management of software, hardware, and service provider contracts / agreements. Ensure compliance to all licensing agreements by maintaining and auditing end user technology portfolios.
  • Oversee recruitment, development, retention, and organization of all Service Desk, Desktop Engineering and support staff in accordance with corporate budgetary objectives and personnel policies.
  • Lead the evaluation, procurement and asset management of all end user technologies.

Required Qualifications

  • Bachelor’s degree in the field of computer science, information systems, or other with significant technology experience.
  • A minimum of 7 years of User technology related work experience. A minimum of 5 years of user support supervision and management experience. Proven experience in global infrastructure strategic planning and development, and policy development. Familiarity with managed services, IAAS and SAAS environments -, ITIL, Service Level Agreements (SLA) and key metrics reporting. -  Experience with financial planning and forecasting.
  • Outstanding analytical skills with ability to achieve results in a complex environment.
  • Ability to build strong collaborative relationships across all levels of management.
  • Expertise in managing IT operations and outsourced technology services.
  • Demonstrated experience in both strategic and tactical IT planning, organization, and development.
  • Excellent understanding of project management principles.


Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individual with Disabilities.