IT Operations Consultant

GHR Healthcare; Phoenix (AZ); On-site; USD 140,000 - 210,000; Full time

Job summary

GHR Healthcare is seeking a Director of IT Operations to lead and optimize IT service delivery across the health system, overseeing the Service Desk and Desktop Support teams in a healthcare setting. You will establish consistent processes, define service levels, and drive continuous improvement through metrics and reporting.

You will mentor an IT Operations Manager and two Supervisors, ensure reliable end-user support for clinical and administrative users, and collaborate with cybersecurity,

Qualifications

• 7+ years in IT operations, service delivery, or related technology.
• 3+ years IT leadership experience, managing managers or supervisors.
• Healthcare IT experience strongly preferred.
• Demonstrated experience improving or formalizing IT service management processes and operating procedures.
• Strong understanding of IT service management principles including incident, request, problem, escalation, and change management.
• Experience developing and managing KPIs, SLAs, dashboards, and service delivery reporting.
• Familiarity with ITSM platforms such as ServiceNow or similar technologies.
• Strong leadership, communication, problem-solving, and stakeholder management skills.
• Ability to balance strategic leadership with hands-on involvement in improving day-to-day IT operations.

Responsibilities

• Provide overall leadership and strategic direction for IT Operations, including Service Desk and Desktop Support.
• Lead, mentor, and develop an IT Operations Manager and two Supervisors while creating clear accountability across the support organization.
• Oversee day-to-day IT service delivery to ensure timely and effective support for clinical, administrative, and business users.
• Assess current Service Desk and Desktop Support processes and implement standardized, scalable workflows and operating procedures.
• Establish and monitor KPIs, SLAs, and operational metrics such as ticket volume, response time, resolution time, first-call resolution, backlog, customer satisfaction, and escalation trends.
• Develop dashboards and reporting that provide IT leadership with visibility into service performance, trends, resource utilization, and areas requiring improvement.
• Drive continuous improvement initiatives designed to improve the end-user experience, increase efficiency, and reduce recurring support issues.
• Strengthen incident management, request management, escalation, problem management, and knowledge management processes.
• Identify opportunities for automation, self-service, and technology improvements that enhance IT service delivery.
• Ensure IT Operations processes support the unique requirements of a healthcare environment, including clinical availability, patient care priorities, security, and regulatory requirements.
• Collaborate with infrastructure, applications, cybersecurity, clinical IT, and other technology teams to ensure issues are appropriately escalated and resolved.
• Support major technology implementations and organizational initiatives that impact end-user technology and IT support operations.

Skills

IT leadership

KPIs & SLAs

IT service management

Stakeholder management

Change management

Dashboard reporting

ITSM platforms

Team mentoring

Healthcare IT

Tools

ServiceNow

Job description

Director of IT Operations

Position Summary

The Director of IT Operations is responsible for leading and optimizing day-to-day IT service delivery across the health system, with primary oversight of the Service Desk and Desktop Support functions. This individual will lead a team consisting of an IT Operations Manager and two Supervisors and will be responsible for establishing consistent processes, improving service quality, and creating greater visibility into operational performance.

The Director will partner closely with IT leadership, clinical and business stakeholders, and technical teams to ensure IT support services are responsive, reliable, and aligned with the needs of the organization. A key focus of the role will be formalizing IT operational processes, establishing service-level expectations, and using metrics and reporting to drive continuous improvement.

Key Responsibilities

• Provide overall leadership and strategic direction for IT Operations, including Service Desk and Desktop Support.
• Lead, mentor, and develop an IT Operations Manager and two Supervisors while creating clear accountability across the support organization.
• Oversee day-to-day IT service delivery to ensure timely and effective support for clinical, administrative, and business users.
• Assess current Service Desk and Desktop Support processes and implement standardized, scalable workflows and operating procedures.
• Establish and monitor key performance indicators (KPIs), service-level agreements (SLAs), and operational metrics such as ticket volume, response time, resolution time, first-call resolution, backlog, customer satisfaction, and escalation trends.
• Develop dashboards and reporting that provide IT leadership with visibility into service performance, trends, resource utilization, and areas requiring improvement.
• Drive continuous improvement initiatives designed to improve the end-user experience, increase efficiency, and reduce recurring support issues.
• Strengthen incident management, request management, escalation, problem management, and knowledge management processes.
• Identify opportunities for automation, self-service, and technology improvements that enhance IT service delivery.
• Ensure IT Operations processes support the unique requirements of a healthcare environment, including clinical availability, patient care priorities, security, and regulatory requirements.
• Collaborate with infrastructure, applications, cybersecurity, clinical IT, and other technology teams to ensure issues are appropriately escalated and resolved.
• Support major technology implementations and organizational initiatives that impact end-user technology and IT support operations.

Qualifications

• 7+ years of progressive IT operations, service delivery, Service Desk, Desktop Support, or related technology experience.
• 3+ years of IT leadership experience, preferably managing managers or supervisors.
• Healthcare or health system IT experience strongly preferred.
• Demonstrated experience improving or formalizing IT service management processes and operating procedures.
• Strong understanding of IT service management principles, including incident, request, problem, escalation, and change management.
• Experience developing and managing KPIs, SLAs, dashboards, and service delivery reporting.
• Familiarity with ITSM platforms such as ServiceNow or similar technologies.
• Strong leadership, communication, problem-solving, and stakeholder management skills.
• Ability to balance strategic leadership with hands-on involvement in improving day-to-day IT operations.

Ideal Candidate

The ideal candidate is a strong IT operations leader who can evaluate the current environment, bring structure and consistency to Service Desk and Desktop Support operations, and build a metrics-driven culture focused on accountability and customer service. This person should be comfortable leading people while also getting into the details of processes, workflows, service metrics, and operational improvement.