IT Operations Director - Service Desk & Incident Management

Pinnacle Senior Living; Eagle (ID); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Full benefits package

Paid time off

Work-life balance

Job summary

The Pennant Group, Inc. is seeking an IT Director of Operations to provide strategic leadership for Service Desk, Field Services, IT Service Management, and Change Control across multiple sites.

You will drive operational excellence, standardization, and automation to improve user experience, incident response, and cost efficiency. You will partner with Infrastructure Engineering, Information Security, and business leaders to ensure effective onboarding, incident management, and service

Qualifications

• Bachelor’s degree in IT, Business, CS, or related field
• Eight or more years of progressive IT service delivery experience in a multi-site enterprise
• Proven experience leading Service Desk, Field Services, ITSM, change enablement, major incident, and improvement
• Experience with ITSM platforms such as ServiceNow, Zendesk, Jira Service Management, BMC Helix, or comparable tools
• Experience managing operating budgets and vendors; healthcare experience preferred

Responsibilities

• Lead Service Desk, Field Services, ITSM, Change Control, Major Incident and Problem Management functions.
• Develop a multi-year IT operations strategy and service improvement roadmap.
• Own the Service Desk operating model, including intake channels, ticket triage, SLA performance.
• Lead Field Services, deskside support, and vendor management across locations.
• Govern ITIL-aligned incident, request, change, knowledge, service catalog processes.

Skills

ITIL incident mgmt

Service desk leadership

Field support ops

Change governance

Major incident mgmt

Escalation management

Performance metrics

Vendor & budget mgmt

Automation & docs

Communication skills

After-hours travel

ITIL certs

Security/compliance awareness

Education

Bachelor’s degree in IT, Business, CS, or related field

Equivalent combination of education and relevant experience

Tools

ServiceNow

Zendesk

Jira Service Management

BMC Helix

Job description

The Pennant Group, Inc. is seeking an IT Director of Operations to provide strategic leadership for Service Desk, Field Services, IT Service Management, and Change Control across multiple sites.

You will drive operational excellence, standardization, and automation to improve user experience, incident response, and cost efficiency. You will partner with Infrastructure Engineering, Information Security, and business leaders to ensure effective onboarding, incident management, and service