The Director of Customer Excellence is responsible for delivering high-quality, consistent, and reliable end-user technology experiences across Beacon Health System. This role provides strategic and operational leadership for Service Desk, Desktop Engineering, Field Engineering, Mobility, and Endpoint Management, ensuring that technology services effectively support clinical, operational, and administrative workflows.
This role serves as the primary advocate for the end-user experience, balancing service quality, standardization, security, cost efficiency, and clinician satisfaction while aligning with patient-care priorities and regulatory requirements.
MISSION, VALUES and SERVICE GOALS
- MISSION: We deliver outstanding care, inspire health, and connect with heart.
- VALUES: Trust. Respect. Integrity. Compassion.
- SERVICE GOALS: Personally connect. Keep everyone informed. Be on their team.
End-User Services Leadership
- Provide overall leadership and accountability for:
- Service Desk (Tier 1 / Tier 2)
- Desktop & Endpoint Engineering
- Field / Site Support Engineering
- Mobility Services (mobile devices, tablets, clinical carts)
- Endpoint Management (Windows, macOS, mobile, peripherals)
- Define and execute an enterprise Customer Excellence strategy focused on reliability, responsiveness, and user satisfaction.
- Ensure consistent service delivery across hospitals, clinics, and corporate locations, including newly acquired entities.
- Service Desk & Support Operations
- Establish and mature ITIL-aligned service management practices, including incident, request, problem, and knowledge management.
- Define SLAs, OLAs, and KPIs (first-call resolution, MTTR, backlog aging, customer satisfaction).
- Drive continuous improvement through root-cause analysis and trend reporting.
- Partner closely with application, infrastructure, security, and clinical informatics teams to ensure rapid issue resolution.
Desktop Engineering & Endpoint Strategy
- Lead endpoint standardization, lifecycle management, imaging, patching, and automation.
- Oversee endpoint security posture in coordination with Information Security.
- Ensure device configurations support clinical workflows, regulatory compliance, and usability.
- Drive adoption of modern endpoint management platforms (e.g., Intune, SCCM, MDM).
- Field Engineering & On-Site Support
- Oversee field support teams providing hands-on support in hospitals, clinics, and procedural areas.
- Ensure strong coordination with clinical leadership to minimize disruption to patient care.
- Define on-site support models, staffing ratios, and escalation paths.
- Mobility & Clinical Device Support
- Own enterprise mobility strategy, including smartphones, tablets, shared devices, and specialized clinical endpoints.
- Partner with Nursing, Physician leaders, Clinical Informatics, and Biomedical Engineering on device usage, standards, and support models.
- Ensure secure, reliable access to clinical systems at the point of care.
- Customer Experience & Stakeholder Engagement
- Serve as the voice of the customer for IT End-User Services.
- Develop strong relationships with clinical leaders, operational executives, and business partners.
- Implement user feedback mechanisms (CSAT surveys, rounding, advisory groups).
- Proactively communicate service changes, outages, and improvements.
- Financial & Vendor Management
- Manage departmental budgets, staffing models, and cost optimization initiatives.
- Oversee vendor relationships, managed service providers, and contract performance.
- Drive value through standardization, automation, and lifecycle planning.
People Leadership
- Lead, mentor, and develop managers and frontline staff.
- Build a culture of accountability, empathy, and service excellence.
- Define career paths, training plans, and performance expectations.
ORGANIZATIONAL RESPONSIBILITIES
Associate complies with the following organizational requirements:
- Attends and participates in department meetings and is accountable for all information shared.
- Completes mandatory education, annual competencies and department specific education within established timeframes.
- Completes annual employee health requirements within established timeframes.
- Maintains license/certification, registration in good standing throughout fiscal year.
- Direct patient care providers are required to maintain current BCLS (CPR) and other certifications as required by position/department.
- Consistently utilizes appropriate universal precautions, protective equipment, and ergonomic techniques to protect patient and self.
- Adheres to regulatory agency requirements, survey process and compliance.
- Complies with established organization and department policies.
- Available to work overtime in addition to working additional or other shifts and schedules when required.
Commitment to Beacon's six-point Operating System, referred to as The Beacon Way:
- Leverage innovation everywhere.
- Cultivate human talent.
- Embrace performance improvement.
- Build greatness through accountability.
- Use information to improve and advance.
- Communicate clearly and continuously.
Leadership Competencies
- Drives Results - Consistently achieving results, even under tough circumstances.
- Customer Focus - Building strong customer relationships and delivering customer-centric solutions.
- Instills Trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
- Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
- Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Required
- Bachelor’s degree in information technology, Healthcare Administration, or related field (or equivalent experience).
- 8+ years of progressive IT experience with significant leadership in end-user services.
- Experience supporting large, complex healthcare environments (multi-hospital or large ambulatory footprint).
- Strong knowledge of IT service management frameworks (ITIL).
- Demonstrated experience with:
- Service Now application suite
- Service Desk operations
- Desktop & endpoint engineering
- Field / on-site support
- Mobility and endpoint management platforms
Preferred
- ITIL certification (Foundation or higher).
- Experience with healthcare regulatory environments (HIPAA, HITECH).
- Experience with M&A integration and standardization.
- Familiarity with Oracle/Cerner or other major EHR environments (from an end-user support perspective).
Working Conditions
- Works in an office environment.
- May experience some mental/visual fatigue due to continued use of computer equipment.
Physical Demands
- Requires the physical ability and stamina to perform the essential functions of the position.
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