Director IT Operations - Support Services

The Director, IT Operations - Support Services is a key leadership role responsible for developing the strategic direction and overseeing the planning, coordination, and supervision of resources and processes related to critical operational services within IT Operations. This role involves managing the delivery of projects and services, overseeing desktop services, network services, biomedical device support, PACs administration, and directing a service-based organization focused on providing high-level operational support across multiple domains.

• Organize, plan, and monitor multiple activities, people, processes, and resources across IT Operations.
• Manage teams responsible for Service Delivery, including Service Desk, Incident Management, Application Support, Desktop Projects Team, Remote Desktop Support, Enterprise Monitoring, Critical Incident Management, Chatbot & Self Service, and Automation functions.
• Ensure the successful delivery of technology projects and services as measured through cost, quality, and schedule. This includes the full lifecycle of the projects and services including strategy, planning, architecture, design, operations, maintenance, and decommissioning.
• Lead continuous improvement initiatives to enhance service delivery and ITSM processes, ensuring compliance with organizational standards and practices.
• Develop and manage effective working relationships with other departments, groups, and personnel, and maintain strong vendor management to ensure service levels and accountabilities are delivered upon.
• Provide leadership for support and deployment of endpoint systems, and manage the first response of technical support to all endpoint end users related to reported break-fix issues.
• Develop, maintain, and strengthen relationships with key business partners to enable effective planning of business requirements and anticipate expenses and identify potential budgetary concerns for IT leadership.
• Lead teams fostering their development, engagement and retention. Set clear objectives to align with organizational goals. 

L0 – Self Service Content:

• Offer self-service content through a dedicated IT support chatbot, presenting knowledge base articles formatted for DIY use for Fairview end-users. This includes continuous improvement and development of the chatbot content and functionality.

L1 – Service Desk:

• Provides level-1 support via phone, live chat, and web tickets. This includes high-quality customer experience, technical troubleshooting, and consistent process adherence.

L2 – Support Levels:

• Remote Desktop Support:Provides level-2 support for issues that can be resolved remotely using various communication channels and remote control tools.
• Application Support:Provides level-2 support for more than 400 clinical and revenue cycle applications, directly supporting essential hospital and clinical functions.
• Technical Operations Center (TOC) / Enterprise Monitoring: Manages critical incident restoration and enterprise monitoring, ensuring timely resolution of high-impact issues and continuous monitoring of IT infrastructure.

Required

Education

• Bachelor’s degree or an equivalent combination of experience, education and training 

Experience

• 12 years’ experience within Information Technology
• 5 years of leadership experience with increasing levels of accountability

Preferred

Education

• Advanced Degree in Business Administration or related 

Experience

• Experience within the Healthcare Industry
• Experience in a large, complex organization
• ITIL certification(s)
• Lean certification(s)