Job Description
Overview : this person will lead and continue maturing the delivery of end user support services across a complex, multi-site healthcare organization. Will have direct accountability for service desk operations, desktop and field support, endpoint services, IT asset management, and identity and access management functions. Ideal Candidate + What we're looking for: Hasbuilt or significantly matured a support operations function - not simply managed one. A leader who has implemented and sustained ITIL-aligned processes in practice, including incident management, ticket governance, escalation management, and knowledge management. Has owned or directed the function responsible for the platform - shaping how the organization uses it, driving adoption, and managing accountability against it. NOT a generalist IT Manager, someone who has grown throughout their career and kept a focus on support operations leadership, process discipline, and service quality. Compensation: $125,000-$140,000 + 5% bonus Location: Remote (EST/CST time zone preference) Qualifications: Bachelor's degree in Information Technology, Computer Science, Business, or a related field. Equivalent experience will be considered. ITIL Practitioner or Managing Professional certification preferred, PMP is a plus Minimum of seven years of progressive experience in IT support, end user services, or IT operations, including direct leadership responsibility in complex environments. Demonstrated experience & success leading service desk and end user support functions in a multi-site organization. Experience in healthcare, physician practice, ambulatory, or regulated care delivery environments strongly preferred. Strong command of service delivery metrics, operational rep