Director, End User Services

CareMetx, LLC

Director of End User Services at CareMetx, leading service delivery and engineering functions with an AI-first mindset. Fostering team culture and ensuring technology reliability and security.

Posted 7/28/2026full-timeRemote • Maryland • 🇺🇸 United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading IT service delivery and engineering teams with a focus on AI-powered tools and data-driven processes. Proven ability to develop IT policies, manage vendor relationships, and ensure the reliability and security of end-user technology.

Highest-signal resume keywords

IT Leadership ExperienceAI-Powered ITSM CapabilitiesService Desk ManagementEnd-User Computing PlatformsVendor Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

AI-Powered AnalyticsServiceNowJira Service ManagementEndpoint ManagementWindows AdministrationMacOS AdministrationM365 Suite AdministrationPowerShellTerraformITIL

Soft Skills

Team LeadershipCollaborationStrategic DirectionMentoringCommunication

Tools & Technologies

IntuneMDMAzure ADEntra IDOktaMicrosoft CopilotGitHub Copilot

Industry Keywords

Healthcare IndustryHIPAA Compliance

Tech Stack

Tools & technologies

AzureITSMMacOSServiceNowTerraform

About the role

Key responsibilities & impact

Lead CareMetx's Service Desk and IT Engineering teams — setting strategic direction for end-user computing.
Drive a service delivery model that pairs operational excellence with an AI-first mindset.
Champion the adoption of AI-powered tools, intelligent automation, and data-driven processes.
Build a high-performance, AI-literate team culture across Service Desk and IT Engineering.
Leverage AI-powered analytics and dashboards to prioritize work and surface emerging trends.
Ensure the reliability, availability, and security of end-user technology with proactive monitoring.
Develop and enforce IT policies and procedures, including responsible AI use guidelines.
Collaborate with cross-functional stakeholders to understand business requirements and design AI-enabled solutions.
Evaluate and negotiate vendor contracts, prioritizing partners with native AI capabilities.

Requirements

What you’ll need

Bachelor's degree in Computer Science, Information Technology, or a related field; Master's degree preferred.
7+ years of progressive IT leadership experience, with demonstrated success leading both service delivery and engineering functions simultaneously.
Minimum 5 years managing a service-oriented organization with direct accountability for a Service Desk or End User Support function and its associated SLAs and performance outcomes.
Minimum 5 years of hands-on technical experience in an individual contributor role, providing the foundational credibility to lead, mentor, and technically develop engineering staff.
Demonstrated experience with AI-powered ITSM capabilities, including virtual agents, intelligent ticket routing, predictive analytics, or automated resolution workflows (ServiceNow, Jira Service Management, or equivalent).
Hands-on experience with end-user computing platforms: endpoint management (Intune/MDM), Windows and macOS administration, M365 suite administration, and identity platforms (Azure AD/Entra ID, Okta).
Working knowledge of scripting and automation (PowerShell, Terraform, or equivalent); familiarity with AI-assisted automation platforms and workflow tools is a strong plus.
Familiarity with enterprise generative AI productivity tools — Microsoft Copilot, GitHub Copilot, or comparable platforms — and experience driving adoption in a corporate environment.
Knowledge of IT procurement best practices, vendor management principles, and ITSM frameworks (ITIL or equivalent).
Experience in the healthcare industry, particularly in HIPAA-regulated environments, is a plus.

Benefits

Comp & perks

Flexible work arrangements
Professional development