Director, End User Services
Datavant
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. Datavanters bring a diversity of professional, educational and life experiences to realize our bold vision for healthcare.
Main Duties and Responsibilities Include:
- 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.
Qualifications:
- 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 governing managed service providers, including SLA development, cost optimization, operational reviews, and performance management.
- Familiarity with ITSM frameworks such as ITIL, along with experience utilizing and improving workflows within platforms like Jira Service Management or ServiceNow.
- Strong knowledge of Windows, macOS, collaboration suites, endpoint security, device lifecycle management, and productivity tooling ecosystems.
- Proven ability to lead complex technical initiatives, cross-organizational projects, and broad adoption programs that impact the global workforce.
- Exceptional communication, stakeholder management, and relationship-building skills across both technical and non-technical audiences.
- Strong analytical and problem-solving skills, with experience driving root-cause remediation and implementing sustainable operational improvements.
- Financial and vendor management experience, including budgeting, forecasting, contract support, and cost-performance evaluation.
- Ability to perform effectively in a dynamic, high-growth environment while managing multiple priorities and delivering measurable outcomes.
- Demonstrated leadership qualities including mentorship, empowerment, conflict resolution, and establishing a strong culture of accountability and operational excellence.
We are committed to building a diverse team of Datavanters who are all responsible for stewarding a high-performance culture in which all Datavanters belong and thrive. We are proud to be an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.
At Datavant our total rewards strategy powers a high-growth, high-performance, health technology company that rewards our employees for transforming health care through creating industry-defining data logistics products and services.
The range posted is for a given job title, which can include multiple levels. Individual rates for the same job title may differ based on their level, responsibilities, skills, and experience for a specific job.
To ensure the safety of patients and staff, many of our clients require post-offer health screenings and proof and/or completion of various vaccinations such as the flu shot, Tdap, COVID-19, etc. Any requests to be exempted from these requirements will be reviewed by Datavant Human Resources and determined on a case-by-case basis. Depending on the state in which you will be working, exemptions may be available on the basis of disability, medical contraindications to the vaccine or any of its components, pregnancy or pregnancy-related medical conditions, and/or religion.
This job is not eligible for employment sponsorship.
Datavant is committed to a work environment free from job discrimination. We are proud to be an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status. To learn more about our commitment, please review our EEO Commitment Statement here. Know Your Rights, explore the resources available through the EEOC for more information regarding your legal rights and protections. In addition, Datavant does not and will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay.
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