Director of IT Operations & Service Excellence

Pennant Services; Nashville (TN); On-site; USD 140,000 - 210,000; Full time

Job summary

Pennant Services is seeking an IT Director of Operations to provide strategic and operational leadership for Service Desk, Field Services, IT Service Management, Change Control, and Major Incident Management across offices, service centers, remote workers, and operating locations.

The role focuses on delivering reliable, secure, and responsive technology support, standardizing processes, and driving measurable improvements in user experience, service availability, response time, and cost

Responsibilities

• Provide leadership, direction, and accountability for Service Desk, Field Services, IT Service Management, Change Control, Major Incident Management, Problem Management, and related operational support functions.
• Develop and maintain a multi-year IT operations strategy and service improvement roadmap aligned with business growth, acquisitions, technology modernization, cybersecurity requirements, financial objectives, employee experience, and operational risk tolerance.
• Own the Service Desk operating model, including intake channels, call handling, ticket triage, prioritization, escalation, request fulfillment, knowledge management, shift coverage, quality assurance, customer communications, and service-level performance.
• Lead Field Services and deskside support across distributed locations, including onsite incident resolution, device deployment and recovery, site support, technology readiness for openings and relocations, executive support, inventory coordination, and local vendor management.
• Own IT service management practices and governance, including incident, request, major incident, problem, change, knowledge, service catalog, configuration, and continual improvement processes, using ITIL-aligned practices and clearly defined ownership, controls, and measures.
• Lead enterprise Change Control and the Change Advisory Board process. Establish risk and impact criteria, approval thresholds, peer and technical review requirements, testing expectations, implementation and rollback standards, maintenance-window governance, emergency change controls, post-implementation validation, and reporting.
• Serve as the senior operational leader for major technology incidents. Ensure rapid business-impact assessment, clear command and escalation structures, timely stakeholder communications, cross-team coordination, service restoration, executive updates, after-action reviews, root-cause analysis, and completion of corrective actions.
• Establish problem management practices that identify recurring incidents and service degradation, prioritize root-cause investigation, assign accountable owners, track known errors and workarounds, and verify that permanent corrective actions reduce repeat demand.
• Build and govern a usable service catalog, supported by defined services, request offerings, ownership, fulfillment workflows, service targets, knowledge articles, and customer-facing expectations.
• Improve employee technology experience through self-service, automation, shift-left support, remote-support tools, standardized knowledge, proactive communications, customer feedback, and reduction of avoidable contacts and repeat incidents.
• Partner with engineering, security, and application teams to establish effective operational handoffs, support readiness, monitoring and alert response, escalation paths, runbooks, knowledge transfer, and acceptance criteria before new or changed services enter production.
• Ensure effective joiner, mover, and leaver support in coordination with Human Resources, Identity and Access Management, Security, and business leaders, including equipment, access requests, onboarding readiness, transfers, and timely recovery of company assets.
• Establish asset and endpoint support controls, including device inventory accuracy, stock and depot processes, warranty and repair coordination, refresh planning, secure disposal, loaner equipment, peripheral standards, and accountability for equipment assigned to users and locations.
• Define and report meaningful operational metrics, including contact volume, abandonment rate, speed to answer, first contact resolution, response and resolution attainment, mean time to restore, backlog age,

Job description

Pennant Services is seeking an IT Director of Operations to provide strategic and operational leadership for Service Desk, Field Services, IT Service Management, Change Control, and Major Incident Management across offices, service centers, remote workers, and operating locations.

The role focuses on delivering reliable, secure, and responsive technology support, standardizing processes, and driving measurable improvements in user experience, service availability, response time, and cost