At Children’s Wisconsin, we believe kids deserve the best.
Children’s Wisconsin is a nationally recognized health system dedicated solely to the health and well-being of children. We provide primary care, specialty care, urgent care, emergency care, community health services, foster and adoption services, child and family counseling, child advocacy services and family resource centers. Our reputation draws patients and families from around the country.
We offer a wide variety of rewarding career opportunities and are seeking individuals dedicated to helping us achieve our vision of the healthiest kids in the country. If you want to work for an organization that makes a difference for children and families, and encourages you to be at your best every day, please apply today.
Please follow this link for a closer look at what it’s like to work at Children’s Wisconsin: https://www.instagram.com/lifeatcw/
**This is a full time, salaried, hybrid position based out of our Main Campus in Milwaukee, Wisconsin.
Job Summary
The Director of Client Services will lead enterprise end user technology services that enable reliable clinical and business operations across Children's Wisconsin. Reporting to the Chief Technology Officer, this position will direct client services managers and teams, own enterprise IT service management (ITSM) processes, and lead the outsourced service desk relationship and service performance. The role will improve employee access to effective technology support, deliver dependable endpoint services, and ensure consistent service practices that support safe patient care and responsible technology investment. Scope includes field support, client technology projects, endpoint engineering and mobility, and service desk delivery across a healthcare system with approximately $2 billion in annual revenue. Sets service priorities, allocates approved resources, and owns departmental operating and capital planning within delegated authority. Leads enterprise ITSM governance in partnership with Infrastructure, Applications, Information Security, and other service owners.
Essential Functions
Department leadership. Directs managers and staff across Client Services. Establishes goals and accountability, evaluates performance, and oversees staffing, recruitment, development, succession planning, and corrective action. Builds a service culture grounded in respectful communication, collaboration, and follow through.
ITSM process ownership. Owns enterprise incident, problem, change enablement, service request, knowledge, service level, and service asset and configuration management processes. Establishes policies, workflows, roles, measures, and governance; leads process adoption and improvement across internal teams and providers. Functional service owners remain accountable for technical execution and the accuracy of their service and configuration records.
Outsourced service desk leadership. Serves as the accountable CW leader for the outsourced service desk. Defines service scope, coverage, service levels, escalation paths, and knowledge and quality standards. Leads provider reviews, monitors contractual performance and customer experience, and directs corrective action. Coordinates provider staffing and training requirements, renewals, and service transitions with procurement and service owners.
Field Services. Directs onsite and remote support for end user technology across hospitals, clinics, and business locations. Aligns coverage, prioritization, dispatch, and escalation with clinical and operational needs. Ensures effective handoffs between the service desk, field teams, and technical specialists, with clear ownership through resolution.
Endpoint Engineering and Mobility. Directs endpoint standards, configuration, software packaging and deployment, device management, patching, and lifecycle planning for workstations and mobile devices. Coordinates endpoint safeguards with Information Security and supporting platforms…