Director of Client Services (Information Technology)

**This is a full time, salaried, hybrid position based out of our Main Campus in Milwaukee, Wisconsin.** **Job Summary** The Director of Client Services will lead enterprise end user technology services that enable reliable clinical and business operations across Children's Wisconsin. Reporting to the Chief Technology Officer, this position will direct client services managers and teams, own enterprise IT service management (ITSM) processes, and lead the outsourced service desk relationship and service performance. The role will improve employee access to effective technology support, deliver dependable endpoint services, and ensure consistent service practices that support safe patient care and responsible technology investment. Scope includes field support, client technology projects, endpoint engineering and mobility, and service desk delivery across a healthcare system with approximately $2 billion in annual revenue. Sets service priorities, allocates approved resources, and owns departmental operating and capital planning within delegated authority. Leads enterprise ITSM governance in partnership with Infrastructure, Applications, Information Security, and other service owners. **Essential Functions** - Department leadership. Directs managers and staff across Client Services. Establishes goals and accountability, evaluates performance, and oversees staffing, recruitment, development, succession planning, and corrective action. Builds a service culture grounded in respectful communication, collaboration, and follow through. - ITSM process ownership. Owns enterprise incident, problem, change enablement, service request, knowledge, service level, and service asset and configuration management processes. Establishes policies, workflows, roles, measures, and governance; leads process adoption and improvement across internal teams and providers. Functional service owners remain accountable for technical execution and the accuracy of their service and configuration records. - Outsourced service desk leadership. Serves as the accountable CW leader for the outsourced service desk. Defines service scope, coverage, service levels, escalation paths, and knowledge and quality standards. Leads provider reviews, monitors contractual performance and customer experience, and directs corrective action. Coordinates provider staffing and training requirements, renewals, and service transitions with procurement and service owners. - Field Services. Directs onsite and remote support for end user technology across hospitals, clinics, and business locations. Aligns coverage, prioritization, dispatch, and escalation with clinical and operational needs. Ensures effective handoffs between the service desk, field teams, and technical specialists, with clear ownership through resolution. - Endpoint Engineering and Mobility. Directs endpoint standards, configuration, software packaging and deployment, device management, patching, and lifecycle planning for workstations and mobile devices. Coordinates endpoint safeguards with Information Security and supporting platforms with Infrastructure. Ensures supportability, inventory accuracy, and consistent user experience. - Client Projects. Directs end user technology delivery for new and renovated locations, moves, refreshes, and enterprise initiatives. Allocates staff and coordinates scope, schedules, dependencies, testing, and deployment with project leaders, Facilities, Clinical Engineering, and service owners. Ensures operational readiness, documentation, and transition to support. - Financial and vendor management. Develops and manages departmental operating and capital budgets, forecasts, lifecycle investments, and renewal plans. Monitors costs and variances, evaluates sourcing options, and manages supplier performance. Oversees purchasing recommendations and statements of work with procurement and the IT Business Office within delegated authority. - Controls and organizational partnership. Aligns service priorities and roadmaps with clinical and business leaders and technology partners. Ensures assigned endpoint and service management controls follow approved policies; maintains audit evidence and addresses findings. Establishes continuity arrangements for support services and coordinates service communications during disruptions and planned changes. - Service management tools and reporting. Owns business requirements, workflow priorities, and adoption for the enterprise ITSM platform, service catalog, self service, and knowledge resources. Coordinates platform administration and integrations with designated technical owners. Reports service levels, backlog, resolution performance, customer experience, process compliance, and material risks to the CTO and governance groups. - Performs people management responsibilities for employees which may include but are not limited to: employee engagement, recruitment, performance management and development **People Management Responsibility** - Performs people management responsibilities for employees which may include but are not limited to: employee engagement, recruitment, performance management and development **Education** - Bachelor's Degree Bachelor's degree in information technology, computer science, engineering, business, or a related field required - or relevant experience **Experience** - 7+ years of progressively responsible IT experience in end user services, technical support, IT operations, or service management required - At least 3 years of formal people management experience. Experience must include technical team leadership, employee coaching and development, service delivery improvement, technology initiatives and procurement or budget forecasting required - 2+ years experience managing managers; leading an outsourced service desk or other managed service provider owning enterprise ITSM process required - Demonstrated experience applying ITSM practices, improving support or operational workflows, coordinating incident response and managing technology vendor relationships required **Knowledge, Skills and Abilities** - Working knowledge of endpoint support and lifecycle management, service performance measures, and cross team escalation - Ability to establish priorities, coordinate delivery, and communicate service impacts and recommendations to technical teams, organizational partners, and executive leadership - Proven ability to lead endpoint engineering and mobility teams - Demonstrated ability to develop and maintain departmental operating and capital budgets, and contractual service level management **Certifications/Licenses:**