IT Operations Director: Service Desk & Incident Leadership

Pennant; Nashville (TN); Hybrid; USD 160,000 - 210,000; Full time

Benefits offered by this job

Full benefits package

PTO & holidays

Work-life balance

Job summary

Pennant in Nashville is seeking an IT Director of Operations to provide strategic and operational leadership for the organization's Service Desk, Field Services, IT Service Management, Change Control, Major Incident Management, Problem Management, service request fulfillment, and end-user support across corporate offices, service centers, remote workers, and operating locations.

The Director establishes a customer-focused operating model, builds high-performing teams, and drives quality

Qualifications

• Bachelor’s degree in IT, business, or related field.
• Eight+ years in IT service delivery and operations.
• Experience leading IT service management and program improvements.
• Experience with enterprise ITSM platforms such as ServiceNow, Zendesk, Jira Service Management.

Responsibilities

• Lead Service Desk, Field Services, ITSM, Change Control and major incident management.
• Develop a multi-year IT operations strategy and roadmap.
• Own service management governance including incident, request, problem, change, knowledge, and service catalog.
• Oversee budgets, vendors, contracts, and licensing for IT tools and services.
• Ensure HIPAA-compliant operations where applicable.

Skills

IT leadership

ITIL

Vendor management

Change management

Education

Bachelor's degree in Information Technology or related field

Tools

ServiceNow

Zendesk

Jira Service Management

Microsoft 365

Job description

Pennant in Nashville is seeking an IT Director of Operations to provide strategic and operational leadership for the organization's Service Desk, Field Services, IT Service Management, Change Control, Major Incident Management, Problem Management, service request fulfillment, and end-user support across corporate offices, service centers, remote workers, and operating locations.

The Director establishes a customer-focused operating model, builds high-performing teams, and drives quality