Director, Customer Services & Workplace Tech

Children's National Medical Center; Silver Spring (MD); On-site; USD 166,000 - 277,000; Full time

Job summary

Children's National Hospital in Silver Spring, MD, seeks a Director of Customer Services & Workplace Technology to lead IS service delivery for internal staff and outsourced partners. You will shape strategy, oversee Tier 1 desks, asset management, AV/Conference services, and workplace platforms while ensuring security and compliance.

You will manage budgets, drive ITIL-aligned processes, monitor KPIs, and collaborate across departments to align technology services with organizational goals.

Qualifications

• Bachelor's Degree in Information Systems, Computer Science, or related fields required.
• Master's Degree preferred.
• 10+ years IT leadership experience focused on customer service and infrastructure operations.
• Experience with ITIL and IT service management.
• Strong communication and vendor management skills.
• Ability to drive data-driven decisions and improve service quality.
• Commitment to data security and privacy.
• Experience overseeing outsourced service vendors.

Responsibilities

• Provide strategic leadership for IS customer service teams.
• Develop and monitor KPIs to improve service performance.
• Oversee service delivery for internal staff and external partners.
• Ensure SLA adherence and quality of IT services.
• Lead initiatives for process improvement and automation.
• Manage IS budgets for customer service and infrastructure.

Skills

IT leadership

IT service management

Budget management

Vendor management

ITIL

Security principles

Communication

Strategic planning

Change management

Team leadership

Data-driven decisions

Project management

Education

Bachelor's Degree in Information Systems/CS or related fields

Master's Degree

Job description

Children's National Hospital in Silver Spring, MD, seeks a Director of Customer Services & Workplace Technology to lead IS service delivery for internal staff and outsourced partners. You will shape strategy, oversee Tier 1 desks, asset management, AV/Conference services, and workplace platforms while ensuring security and compliance.

You will manage budgets, drive ITIL-aligned processes, monitor KPIs, and collaborate across departments to align technology services with organizational goals.