Director of End User Services - Greenville, NC

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Vidant Health



Vidant Health

About Vidant Health

Vidant Health, located in eastern North Carolina, is a comprehensive health system that is made up of 8 hospitals that serve 1.4 million people in 29 counties. Vidant Health includes Vidant Medical Center, community hospitals, physician practices and partners that collaborate with Vidant Health to enhance the quality of life of our patients.

Information Services at Vidant Health

Vidant Health offers comprehensive Information Technology (IT) services and infrastructure to support and enable all aspects of organizational operations. Our IT division consists of a state-of-the-art data center located in Greenville, NC. The data center services all information technology needs of Vidant Health facilities. All Vidant Health owned or leased hospitals are on a common IT platform, including our electronic health record (EHR) that uses Epic's suite of applications. Vidant Health has achieved Meaningful Use Stage 2 recognition and is also approaching Stage 7 for HIMSS Analytics’ Electronic Medical Records Adoption Model (EMRAM) recognition.

Position Summary

Vidant Health is conducting a search for a Director of End User Services. The Director of End User Services will be responsible for establishing and maintaining the delivery of end user solutions, services and support for key areas including; Collaboration Tools and Services, End User Support, Client Technologies, Telecoms, Endpoint Management, Mobility, Video and Conference Room Technologies and Managed Print Services. This role will directly manage a team of 3 - 5 leaders and have oversight of a team of approximately 60.

The Director of End User Services is responsible for the planning, budgeting, design, implementation, operation, and performance of end user technology. This includes managing day-to-day operations, improving infrastructure costs, and maintaining/improving system performance and end-user satisfaction.

The Director of End User Services will lead and focus on the creation of strategies and roadmaps that will deliver emerging technical capabilities to support the desktop computing infrastructure systems and initiatives across Vidant Health, identifying and vetting emerging hardware and software technologies and recommending these technologies into our next generation of products and solutions.

The Director of End User Services works proactively with leaders of all levels across Information Technology and Vidant in managing end user issues while maintaining exceptional end user services. The Director will leverage their years of hands-on technical and managerial experience with various technologies, applications, workstations, video and mobile platforms to ensure quick resolution of incidents and requests, minimal end user disruption and downtime, root cause analysis, and service improvements.

The ideal candidate will be familiar with developing and delivering designs and capabilities around end user services. Overall experience with workplace and end user computing services design, measurement and transformation will be critical functions associated with this role. Other aspects of the role will focus on telecom and collaboration services administration and design, (e-mail, SharePoint, Teams), plus software deployment, device maintenance and the virtual desktop environment.

Minimum Requirements

Bachelor's degree in Information Systems, Computer Science, Business, Engineering or other related discipline.  Master's degree preferred.


  • 8+ years of various experience in Information Technology.

  • 5+ years of progressive experience in an IS (leadership/management role) with a strong operational background and proven track record of accomplishments in Information Services within a large, complex, multi-location organization.

  • 5+ years of experience negotiating with and managing partner relationships.

  • 3+ years at a Director or above level or ability to demonstrate applicable qualifications.

Healthcare experience preferred but not required.


A successful director will possess the following knowledge, skills, and experience:

  • Demonstrated system automation and digital transformation.

  • Experience migrating to and managing an Office365 platform is desired.

  • Extensive experience working with IS vendors, suppliers and managed services providers.

  • Experience with Microsoft solutions and Cisco VOIP technologies.

  • Background in supporting and managing effective voice\video solutions.

  • Experience working in a service delivery environment within IS Operations.

  • Demonstrated ability to effectively communicate technical and business issues and solutions to multiple organizational levels internally and externally.

  • Strong leadership and organizational skills with the ability to adapt quickly to changing priorities and assignments.

Deep knowledge in the following technologies:

  • Microsoft Windows 7 and 10, with the ability to optimize the stack for performance and security.

  • Desktop and laptop hardware running Microsoft Windows.

  • Active Directory, Azure Active Directory, and Group Policies.

  • Microsoft Systems Center Configuration Manager, and other imaging and software deployment methodologies, including MDM solutions.

  • Messaging platforms such as Microsoft Exchange.

  • Virtualized desktop and applications through Citrix and VMware.

  • Microsoft Office and Microsoft Office 365.

  • Solving performance issues across all layers of desktop hardware, OS, and networking.

  • Microsoft licensing and enterprise agreements.

  • Scripting for automation and administration with PowerShell, Batch, VBS, VB, .NET.

  • VOIP technologies such as Cisco.

Other Information


General Statement

It is the goal of Vidant Health and its entities to employ the most qualified individual who best matches the requirements for the vacant position.

Offers of employment are subject to successful completion of all pre-employment screenings, which may include an occupational health screening, criminal record check, education, reference, and licensure verification.

We value diversity and are proud to be an equal opportunity employer.   Decisions of employment are made based on business needs, job requirements and applicant’s qualifications without regard to race, color, religion, gender, national origin, disability status, protected veteran status, genetic information and testing, family and medical leave, sexual orientation, gender identity or expression or any other status protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer, or against any individuals who assist or participate in the investigation of any complaint.

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