Director, End User Services

From intake to outcomes, Care Metx is dedicated to delivering industry-leading patient access solutions and support services that help patients quickly start and stay on specialty therapy treatments. We provide scalable, efficient digital hub services for pharmaceutical companies and healthcare providers, streamlining workflows with seamless integration for patient enrollment, consent, and prior authorization. Our best-in-class patient support services enhance every step of care, connecting patients, providers, and brands to drive better outcomes and accelerate time-to-therapy.

Job Title
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Director, End User Services

As Director, End User Services, you will lead Care Metx's Service Desk and IT Engineering teams — the two functions that define how approximately 2,000 employees experience technology every day. You will set the strategic direction for end-user computing, driving a service delivery model that pairs operational excellence with an AI-first mindset. This means actively championing the adoption of AI-powered tools, intelligent automation, and data-driven processes that raise the bar for speed, quality, and employee experience while eliminating manual toil.

Your leadership will build a culture where continuous improvement is the norm, AI is a core working tool, and every interaction with IT creates measurable value for the business.

• Build and sustain a high-performance, AI-literate team culture across Service Desk and IT Engineering — empowering staff to challenge manual workflows, adopt intelligent tooling, and take ownership of continuously improving the employee technology experience.
• Lead Service Desk operations with an AI-first lens, deploying intelligent ticket triage, virtual agent capabilities, and automated resolution workflows to drive faster response times, higher first-contact resolution rates, and reduced analyst toil.
• Own the IT Engineering function responsible for endpoint lifecycle management, end-user computing infrastructure, identity and access platforms (M365, Azure AD/Entra , Okta), and the AI-augmented tooling ecosystem that enables employee productivity at scale.
• Ensure the reliability, availability, and security of end-user technology through proactive monitoring, AIOps-informed alerting, and disciplined incident management — detecting and resolving issues before they impact the business.
• Develop and enforce IT policies and procedures — including responsible AI use guidelines — ensuring full compliance with HIPAA, applicable regulatory requirements, and Care Metx's AI governance framework.
• Drive a culture of accountability and continuous improvement anchored in data, automation, and AI — defining clear success metrics, measuring outcomes against targets, and course-correcting quickly when results fall short.
• Leverage AI-powered analytics, dashboards, and predictive insights to prioritize work, surface emerging trends, and make informed, data-driven decisions across both Service Desk and IT Engineering.
• Build and maintain the EUS roadmap — cataloging business needs, incorporating AI-driven capabilities as first-class roadmap items, and communicating the strategic value of technology investment to leadership and cross-functional stakeholders.
• Define, track, and continuously improve SLAs and KPIs for both functions; leverage AI-assisted reporting to surface actionable insights, identify systemic issues, and drive accountability at every level of the team.
• Partner with peers and leadership to define EUS service standards, engineering practices, and technology stack decisions — with deliberate focus on automation-readiness, AI tooling adoption, and continuous skill development.
• Champion the evaluation and adoption of AI-native EUS platforms, including ITSM tools with virtual agent and predictive routing capabilities, intelligent endpoint management solutions, and AI-enhanced monitoring and remote support technologies.
• Collaborate with cross-functional stakeholders to understand business requirements and design AI-enabled solutions that improve employee experience, reduce friction, and accelerate time-to-resolution.
• Oversee…