Director, IT Support & Service Experience

VNS Health

New York (NY)

On-site

USD 138,000 - 184,000

Full time

3 days ago

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Benefits offered by this job

Referral bonuses

Generous PTO

Health insurance

Retirement plan

Tuition reimbursement

Career advancement

Internal mobility

Job summary

VNS Health seeks an accomplished leader to direct IT support services, end-user and field support, and ITSM across the organization. You will drive consistency, governance, and measurable performance while partnering with vendors and business stakeholders.

Leading a multi-site support function, you will advance automation, knowledge management, training, and service delivery quality, ensuring exceptional end-user experiences for clinicians, executives, and staff in a large healthcare setting.

Qualifications

Bachelor's degree in information technology, computer science, information systems, business administration, healthcare administration, or a related field required.
Master's degree in information technology, information systems, business administration, healthcare administration, or a related field preferred.
Minimum seven years of experience in IT support services, service desk operations, infrastructure support, or enterprise technology service delivery required.
Minimum four years of management and people leadership experience required.
Experience with ITSM practices and ServiceNow or similar ITSM platforms required.

Responsibilities

Contributes to roadmap and capability planning for IT support services, device support, field support, IT service management, and support operations.
Provides leadership and direction for support operations with defined processes, ownership, governance, and measurable performance.
Oversees device support, systems administration, and L3 technical support activities across locations.