Overview The Director, IT Operations - Support Services is responsible for the strategic direction and oversight of critical IT operational services, ensuring seamless service delivery and continuous improvement. This role involves managing the delivery of projects and services, overseeing Service Delivery, including Service Desk, Incident Management, Application Support, Remote Desktop Support, Enterprise Monitoring, Critical Incident Management, Chatbot & Self Service, and Quality assurance and Delivery Excellence. Responsibilities Job Description Service Delivery and Performance: Manage Teams and Supports appropriate service delivery models for Service Delivery, including Service Desk, Incident Management, Application Support, Remote Desktop Support, Enterprise Monitoring, Critical Incident Management, Chatbot & Self Service, and Quality assurance and Delivery Excellence. 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. Maintain internal operations in order to meet or exceed Service Level Agreements, Operating Level Agreements, and associated KPIs. Lead continuous improvement initiatives to enhance service delivery and ITSM processes, ensuring compliance with organizational standards and practices. Team Management and Development: Attract, hire, train, motivate, retain, and develop a team of first-rate professionals to perform the responsibilities of applications management. Lead teams fostering their development, engagement, and retention. Set clear objectives to align with organizational goals. 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. Vendor and Stakeholder Management: Maintain relationships with key business partners and other senior leaders, as well as key contacts in the IT industry in order to leverage best practices, and to evaluate as well as manage emerging strategies and technologies. Vendor Management – Oversee relationships with third-party service providers where applicable to ensure that all issues are addressed, and the service levels are met. 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. 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. Process Improvement and Innovation: Process development – Ensure the team develops, documents, and maintains deskside support procedures and ensure all processes are complied. Lead continuous improvement initiatives to enhance service delivery and ITSM processes, ensuring compliance with organizational standards and practices. Operations Planning and Reporting: Support strategic planning processes, including project road mapping, prioritization, and budgeting. Manage customer expectations regarding the success of Information Services strategies and projects; ensures measurable outcomes are defined and reported for each strategy or project. Internal, and External mid-level, executive reports related to every portfolio of work as per the interval defined by the VP. Portfolio Oversight : The Director oversees several responsibilities including the following and will develop and communicate reports related to the overall portfolio as per the interval set by the leader. L0 – Self-Service: Lead the development and enhancement of self-service content through a dedicated IT chatbot. Continuously improve chatbot functionality and knowledge base articles to empower end-users with self-service capabilities. L1 – Service Desk: Ensure exceptional level-1 support across phone, live chat, and web ticket channels, with a focus on customer experience, technical troubleshooting, and process consistency. L2 – Remote Desktop and Application Support: Manage remote desktop support operations for resolving technical issues remotely. Oversee support for over 300+ clinical and revenue cycle applications critical to hospital and clinical operations. Technical Operations Center (TOC) and Enterprise Monitoring: Lead enterprise monitoring and critical incident restoration to minimize downtime and ensure the continuous availability of IT infrastructure. Quality Assurance and Delivery Excellence: Establish a robust QA practice focused on testing capabilities and user experience (UX) for agile IT services. Advance testing competencies and expand the QA service portfolio to meet the needs of digital IT environments Qualifications 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 Strong leadership, coaching and mentoring skills Proven experience delivering technology projects and services, with excellent customer quality, cost and outcome measures Excellent oral, written, and interpersonal communication and presentation skills Ability to work with a range of technical staff, architect and operational and business partners to develop joint solutions Strong project management skills Ability to facilitate problem solving among groups with varying needs and priorities Exceptional understanding of ITIL frameworks and lean principles Excellent analytical skills Ability to multi-task and prioritize work 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) EEO Statement EEO/AA Employer/Vet/Disabled: All qualified applicants will receive consideration without regard to any lawfully protected status Benefit Overview Fairview offers a generous benefit package including but not limited to medical, dental, vision plans, life insurance, short-term and long-term disability insurance, PTO and Sick and Safe Time, tuition reimbursement, retirement, early access to earned wages, and more! Please follow this link for additional information: https://www.fairview.org/careers/benefits/noncontract Compensation Disclaimer The posted pay range is for a 40-hour workweek (1.0 FTE). The actual rate of pay offered within this range may depend on several factors, such as FTE, skills, knowledge, relevant education, experience, and market conditions. Additionally, our organization values pay equity and considers the internal equity of our team when making any offer. Hiring at the maximum of the range is not typical.