Director, End User Services

Datavant is a data platform company and the world’s leader in health data exchange. Our vision is that every healthcare decision is powered by the right data, at the right time, in the right format.

Our platform is powered by the largest, most diverse health data network in the U.S., enabling data to be secure, accessible and usable to inform better health decisions. Datavant is trusted by the world’s leading life sciences companies, government agencies, and those who deliver and pay for care.

By joining Datavant today, you’re stepping onto a high-performing, values-driven team. Together, we’re rising to the challenge of tackling some of healthcare’s most complex problems with technology-forward solutions. Datavants bring a diversity of professional, educational and life experiences to realize our bold vision for healthcare.

• Provide strategic leadership and operational oversight for all end-user services functions, including desktop operations, onsite support, service desk governance, and global managed services delivery, ensuring consistent, high-quality experiences for all employees.

• Serve as the senior escalation point for complex end-user technology issues, coordinating cross-functional resources to ensure rapid incident resolution and long-term systems stability.

• Lead and mentor the Desktop Operations, Onsite Support, and End User Experience teams, establishing performance standards, operational rhythms, and a culture of continuous improvement and operational excellence.

• Own the governance and performance management framework for managed services providers, ensuring alignment to SLAs, responsiveness during escalations, root‑cause remediation, and continuous service delivery maturation.

• Develop, maintain, and improve standard operating procedures (SOPs), service delivery workflows, and operational guidelines to ensure scalable, repeatable, and compliant service processes across all end‑user support functions.

• Drive initiatives that enhance user experience, including self‑service adoption, automation opportunities, tooling advancements, and proactive support models aimed at reducing friction in day‑to‑day technology use.

• Collaborate with IT, Security, Engineering, Facilities, and People teams to ensure cohesive and integrated end‑user technology delivery across the employee lifecycle.

• Oversee resource allocation, onsite presence planning, and support coverage across multiple office locations to ensure consistent operational support and high levels of customer satisfaction.

• Monitor service performance metrics, ticket trends, device health analytics, and user feedback to identify systemic opportunities for improvement and implement durable solutions.

• Lead large‑scale organizational technology initiatives such as hardware refreshes, office buildouts, productivity tool transitions, and change management efforts that impact the global user community.

• Maintain strong relationships with stakeholders at all levels, providing transparent updates on service health, improvement initiatives, operational risks, and cross‑team dependencies.

• Ensure all end‑user services functions follow established security guidelines, compliance standards, asset management requirements, and incident response procedures.

• Drive workforce planning, career development programs, coaching frameworks, and talent management for team members, ensuring a resilient and capable organization.

• Oversee budgeting, forecasting, and vendor financial management as it relates to desktop hardware procurement, support tooling, managed services partners, and end‑user experience programs.

• 10+ years of experience in End User Services, IT Service Delivery, Desktop Operations, or similar technical leadership roles, with extensive experience managing distributed teams and large‑scale support environments.

• 5+ years of experience in a people leadership role overseeing multi‑functional technical teams with demonstrated success building high‑performing organizations.

• Deep understanding of modern end‑user support models, endpoint management, desktop engineering, and onsite technical operations.

• Experience…