IT Operations Director | Service Desk & Incident Leader

Pennant Group; Nashville (TN); On-site; USD 130,000 - 210,000; Full time

Benefits offered by this job

Full benefits package

Paid time off

401(k) with match

Job summary

Pennant Group is seeking an IT Director of Operations to lead Service Desk, Field Services, IT Service Management, Change Control, and related end-user support across corporate offices, service centers, and operating locations. The role emphasizes reliable, secure technology support, standardized processes, and measurable improvements in user experience and cost efficiency.

You will partner with Infrastructure Engineering, Information Security, and business leaders to drive an overarching IT

Qualifications

• Bachelor’s degree in IT or related field with broad IT operations experience.
• Eight+ years in IT service delivery and technology operations with leadership experience.
• Experience leading Service Desk, Field Services, ITSM, change and incident management.

Responsibilities

• Provide strategic and operational leadership for Service Desk, Field Services, ITSM, and related support functions.
• Develop multi-year IT operations strategy aligned with growth, cybersecurity, and risk management.
• Own service management practices, incident and change governance with ITIL-aligned processes.
• Lead major incidents, root-cause analysis, and post-implementation reviews.
• Govern a usable service catalog with clear ownership and fulfillment workflows.
• Partner with engineering, security, and applications teams for readiness and handoffs.

Skills

Leadership

ITIL

ITSM

Healthcare IT

Education

Bachelor’s degree in IT

Tools

ServiceNow

Zendesk

Jira Service Management

Job description

Pennant Group is seeking an IT Director of Operations to lead Service Desk, Field Services, IT Service Management, Change Control, and related end-user support across corporate offices, service centers, and operating locations. The role emphasizes reliable, secure technology support, standardized processes, and measurable improvements in user experience and cost efficiency.

You will partner with Infrastructure Engineering, Information Security, and business leaders to drive an overarching IT