IT Operations Director - Service Desk & ITIL Leadership

Pennant Group; Tennessee; Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Full benefits package

Paid time off

401(k) match

Work-life balance

Job summary

Pennant Group is seeking an IT Director of Operations to lead Service Desk, Field Services, ITSM, and Change Control. You will drive operational excellence, standardization, and automation across offices, centers, remote workers, and operating locations.

Responsibilities include shaping the IT operations roadmap, overseeing incident response, and partnering with security, finance, and HR to improve service quality, user experience, and cost efficiency.

Qualifications

• Bachelor's degree in IT, business, management, CS or related field.
• 8+ years in IT service delivery, with 5+ years leading technical teams.
• Experience with ITIL-aligned incident, request, change and knowledge mgmt.

Responsibilities

• Provide leadership for Service Desk, Field Services, ITSM, Change Control and incident management.
• Develop multi-year IT operations strategy and roadmap.
• Lead major incidents with clear command and escalation structures.
• Establish and report on service metrics and SLA adherence.

Skills

IT leadership

ITIL / ITSM

Incident & problem mgmt

Vendor management

Education

Bachelor's degree in IT or related field

Tools

ServiceNow

Zendesk

Jira Service Management

BMC Helix

Job description

Pennant Group is seeking an IT Director of Operations to lead Service Desk, Field Services, ITSM, and Change Control. You will drive operational excellence, standardization, and automation across offices, centers, remote workers, and operating locations.

Responsibilities include shaping the IT operations roadmap, overseeing incident response, and partnering with security, finance, and HR to improve service quality, user experience, and cost efficiency.