IT Operations Director: Lead Service Delivery

Pennant Group; Eagle (ID); Sur place; USD 140 000 - 190 000; Plein temps

Avantages offerts par ce poste

True Work-Life balance

Full benefits package

401(k) with match

Paid time off

Résumé du poste

Pennant Group is seeking an IT Director of Operations to lead Service Desk, Field Services, ITSM, and Change Control across multiple sites, including offices, service centers, and remote workers. You will drive standardization, automation, and measurable improvements in user experience and service availability.

Responsibilities include incident and problem management, asset and vendor oversight, and collaboration with Security, HR, and Compliance.

Qualifications

• Eight or more years of progressive experience in IT service delivery and operations.
• Experience leading Service Desk, Field Services, ITSM, and change-related functions.
• Knowledge of ITIL-aligned practices and enterprise support processes.

Responsabilités

• Provide leadership for Service Desk, Field Services, ITSM, Change Control, and major incident management.
• Develop and govern multi-year IT operations strategy and roadmaps.
• Own service management governance including incident, problem, change, and knowledge management.
• Lead escalation, communications, and post-incident reviews for high-risk changes.
• Manage budgets, vendors, and staffing for distributed support delivery.

Connaissances

ITIL

Service Desk

Field Services

ITSM

Change Control

Major Incident

Problem Management

Incident Management

Knowledge Management

Analytics

Formation

Bachelor's degree in IT/CS/related

Outils

ServiceNow

Jira Service Management

Microsoft 365

Description du poste

Pennant Group is seeking an IT Director of Operations to lead Service Desk, Field Services, ITSM, and Change Control across multiple sites, including offices, service centers, and remote workers. You will drive standardization, automation, and measurable improvements in user experience and service availability.

Responsibilities include incident and problem management, asset and vendor oversight, and collaboration with Security, HR, and Compliance.