IT Operations Director: Service Delivery & Improvement

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

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,