Director, Customer Experience & Workplace Technology

Children's National Medical Center; United States; On-site; USD 166,000 - 277,000; Full time

Job summary

Children's National Hospital seeks a Director of Customer Services & Workplace Technology to lead IS customer service and outsourced services in Silver Spring, MD. This executive will oversee the Service Desk, IT Asset Management, AV/Conference Services, Workplace Platforms, and the NOC to ensure high-quality, secure IT delivery that aligns with the organization's goals.

Requirements include a Bachelor's degree in Information Systems or Computer Science, 10 years of IT leadership experience, and

Qualifications

• Bachelor's degree in Information Systems, Computer Science or related field required.
• 10+ years IT leadership experience with focus on customer service and infrastructure operations.
• Strong knowledge of IT service delivery processes (ITIL/ITSM) and security principles.

Responsibilities

• Provide strategic leadership for IS customer service teams and align with organizational goals.
• Oversee Service Desk, Asset Management & Refresh, AV/Conference, Workplace Platforms, and NOC.
• Establish and monitor KPIs to ensure high-quality service and SLA adherence.
• Lead initiatives for process improvement, automation, and vendor-led service delivery.

Skills

Strategic planning

Budget management

Team leadership

IT Service Management (ITIL)

Security principles

Vendor management

Education

Bachelor's Degree in Information Systems/Computer Science

Master's Degree (Preferred)

Tools

ITSM tools

Job description

Children's National Hospital seeks a Director of Customer Services & Workplace Technology to lead IS customer service and outsourced services in Silver Spring, MD. This executive will oversee the Service Desk, IT Asset Management, AV/Conference Services, Workplace Platforms, and the NOC to ensure high-quality, secure IT delivery that aligns with the organization's goals.

Requirements include a Bachelor's degree in Information Systems or Computer Science, 10 years of IT leadership experience, and