The Director of Workplace Technology serves as a strategic leader overseeing the full lifecycle and performance of daily technologies used by employees at DFCI across all regional sites. The Director oversees high-performing teams that deliver endpoint management and on-site support for user workstations, thin clients, peripheral replacements, mobile devices, and printer support, asset troubleshooting, and the deployment of new operating systems. The Director is responsible for setting the vision and roadmap for end-user technology services, ensuring that all solutions align with the institution's mission and operational needs. The successful candidate will bring a customer-focused mindset and a proven track record of building high-performing teams, optimizing processes, and implementing scalable solutions in a dynamic healthcare environment.

Primary Duties and Responsibilities

• Establish and monitor Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for technical support and asset deployment.
• Drive the strategy for workstation management, including imaging, patch management, and security compliance for Windows, macOS, iOS/Android devices, and thin-client environments in collaboration with DFCI stakeholders.
• Manage the lifecycle of all IT assets, from procurement and provisioning of new assets to secure decommissioning and peripheral replacement.
• Partner with peers in Facilities to ensure timely moves and new campus go-lives.
• Collaborate with Security and Infrastructure teams to ensure endpoint configurations meet rigorous corporate safety standards.
• Continuously improve the on-site support experience through feedback loops and user-centric design of IT services.
• Lead, mentor, and develop multi-functional teams to deliver world-class IT services and support across eight New England campuses, in addition to a future 300-bed inpatient oncology hospital, opening in 2031.
• Supervises staff. Hires, develops, and manages staff to achieve organizational goals. Sets clear expectations, delivers feedback, and monitors performance for quality, efficiency, and compliance with policies and procedures. Mentors staff, fosters career growth, and cultivates a positive and productive work environment.

Knowledge, Skills and Abilities

• Demonstrated knowledge of IT service delivery best practices, including the development and oversight of Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for technical support and asset deployment. Ability to monitor service outcomes, identify performance gaps, and implement improvements that increase efficiency, quality, and user satisfaction. Skilled in using metrics to drive accountability and operational excellence across distributed support environments.
• A track record of prioritizing the "end-user experience" during migrations, ensuring that technical changes do not cause significant productivity dips for the institute.
• Deep understanding of enterprise workstation management, including imaging, software deployment, patching, device configuration, and security compliance across Windows, macOS, iOS/Android, and thin-client environments. Ability to define and execute endpoint strategies in collaboration with key stakeholders to support reliability, scalability, and standardized user experiences. Proven ability to manage relationships with hardware and software vendors (e.g., Dell, HP), including contract negotiations and performance reviews.
• Strong knowledge of IT asset lifecycle management, including procurement, provisioning, inventory control, refresh planning, peripheral replacement, and secure decommissioning. Ability to ensure assets are deployed and retired in a timely, cost-effective, and compliant manner. Skilled in aligning asset operations with business growth, campus expansion, and evolving workforce needs.
• Proven ability to partner effectively with Facilities, Infrastructure, Security, and other stakeholders to support moves, openings, and new site go-lives. Knowledge of the planning and coordination required to deliver seamless workplace technology services across multiple campuses and large-scale operational expansions. Ability to lead technology readiness efforts for complex environments, including future healthcare and inpatient settings.
• Exceptional communication skills with the ability to translate technical concepts into business terms for executive stakeholders.

Minimum Job Qualifications

Bachelor's Degree in Computer Science, Management of Information Systems, or a relevant field required. 8+ years' experience in IT Operations, with significant focus on ITSM Processes, Asset Procurement, Endpoints, Operating Systems, IoTs, and various healthcare applications required. Experience with regulatory compliance and risk management in IT environments required. Demonstrated experience managing over $1 million in operational expenses required. 10+ of experience in IT Operations, with significant focus on ITSM Processes, Asset Procurement, Endpoints, Operating Systems, IoTs, and various healthcare applications preferred.

License/Certification/Registration Required:

• None required.
• ITIL preferred.

Supervisory Responsibilities:

• A team of 3+ direct reports (Senior Manager, Workplace Technology, Endpoint Engineer and Senior Technical Analyst) and 3 indirect reports.

Patient Contact:

• None.

The hiring range is based on market pay structures, with individual salaries determined by factors such as business needs, market conditions, internal equity, and based on the candidate's relevant experience, skills and qualifications.

For union positions, the pay range is determined by the Collective Bargaining Agreement (CBA).

$188,700.00 - $205,500.00