Job Summary
The Director of IT Operations will help our communities thrive by providing best in class IT support services for our providers and their practices. We are a culture that is unabashedly driven by purpose. We are making a difference to our patients and providers while growing at an accelerated rate.
Join our dynamic IT team where you will play a pivotal role in enhancing the reliability and efficiency of our IT services. In this role, you will be responsible for managing the lifecycle of problems, overseeing desktop support, and ensuring the quality and delivery of IT services aligns with business needs and best practices.
Every day, we support the health journey of patients by authentically living our core values: Purpose Driven, Relationships Matter, Serve Others First, and Inspire Creativity. If you love serving others and would like to make a material difference in an industry-transforming organization, then we invite you to apply to this role. We are recognized as one of the Top 100 Places to Work by The Dallas Morning News, and we have been awarded as one of the fastest-growing privately held companies by SMU Cox.
Accountabilities
To be successful in this role, you should be able to develop an IT Services Center of Excellence with a focus on process optimization, SLA compliance, analyzing and correlating technology issues, and translating analysis into actions. A top-notch candidate should have excellent troubleshooting and analytical skills and stay current with technology trends. The ideal candidate must possess excellent communication and interpersonal skills with the ability to coach and mentor the team.
Additional accountabilities include but are not exclusive to the following:
•Service Availability and Continuity: Ensure that IT services are delivered effectively and in line with business requirements. Accountable for the overall availability and continuity of services.
•Quality Assurance: Maintain high standards of service quality and operational performance, ensuring all ITIL processes are followed and optimized.
•Incident and Problem Resolution: Accountable for the timely and effective resolution of all incidents and problems.
•Stakeholder Satisfaction: Ensure high levels of satisfaction among stakeholders and users, effectively managing and exceeding their expectations.
•Team Performance and Development: Oversees the progress of the help desk and desktop support teams by cultivating an environment of ongoing improvement and high standards. This is achieved through effective leadership, setting precise goals, and clear expectations.
Role And Responsibilities:
•Problem Management: Lead the process of problem identification, investigation, resolution and process improvements. Ensure that problems are resolved in a timely manner, minimizing the impact on the business. Provide oversight and management of SLA's and Key Performance Indicators.
•Root Cause Analysis: Conduct thorough root cause analysis for incidents and problems to prevent future occurrences. Collaborate with IT support teams to implement permanent fixes through automation, process improvements or standardization.
•Service Improvement: Continuously evaluate service performance and lead service improvement initiatives. Develop strategies to enhance service quality, efficiency, and user satisfaction.
•Incident Management: Oversee the incident management process, ensuring effective communication and coordination between support teams.
•Reporting and Documentation: Prepare detailed reports on problem trends, help desk efficiency, desktop support activities, and overall service performance. Maintain comprehensive documentation for problem resolution, service procedures, and desktop support operations.
•Stakeholder Management: Serve as the principal contact for IT service concerns. Consistently inform stakeholders about the status of issues, help desk performance, and desktop support results. Possess the ability to forge relationships and exhibit outstanding interpersonal skills.
•Training and Guidance: Provide training and guidance to IT staff, including help desk and desktop support personnel, on problem-solving techniques, and customer service excellence.
•Vendor Management: Ensure accountability from third party vendors and partners that provide IT services
Minimum Qualifications and Requirements:

• Bachelor's degree in Information Technology, Computer Science, or related field.
• Minimum of 10 years of IT service management and people management experience.
• Proven experience in IT service management, particularly in problem, incident, help desk, and desktop support management.
• Strong analytical, problem-solving, and supervisory skills with a proven ability to manage complex IT systems and support teams.
• Demonstrates outstanding communication and interpersonal abilities, with experience in both internal and customer-facing roles.
• Skilled in using IT service management tools, coupled with a meticulous attention to detail.

Preferred Experience:

• Advanced ITIL certifications are preferred.