Director of IT Technology Services

The Director of IT, Technology Services is responsible for the end-to-end management and support of end user technology equipment and services. This includes, but is not limited to: • Desktop and laptop provisioning and support; • IS Service desk function; • The Cook Children's call center / PBX function; • All voice communication systems; • Imaging/monitoring clinical technologies. The Director of IT, Technology Services ensures the highest quality customer service and equipment availability in a complex 24x7x365 environment. Leads the migration to cost effective, new technologies and services -- while providing operational support for current technologies. Forecasts financial, physical, and human resource needs to meet established objectives. Leveraging ITSM policies to ensure the consistent design of appropriate services, service management information systems, architectures, technology, processes, information and metrics to meet current and evolving business outcomes and requirements. The Director leads the design and development of new services; participates in projects, not only during service design and service transition, but also for CSI or operational projects; assesses risk, identifies critical service and system dependencies and defines and implements countermeasures; designs and performs tests for the functionality, performance and manageability of IT services to support service transition activities; participates in resolution of incidents and problems.

Qualifications:

• Bachelor's degree and six years management experience. Advanced degree in related field a plus.
• Minimum 10+ years experience in IT Operations Management and Service Delivery, Project Management, Service Level Management, Vendor Management.
• Experience in managing support in a 24x7, multi-site environment.
• Must have sound knowledge of the health care environment and applications.
• Exceptional customer service and communication skills.
• Experience in managing a large fleet (> 5000) of end-user technology components (e.g. laptops/desktops, telephones) in a multi-site, geographically dispersed, environment.
• Experience with Nortel telephony equipment a plus.
• Experience with VMWare, Citrix, Cisco and Microsoft technologies highly desired.
• Clear understanding of ITIL Operations Methods required; ITIL Foundations Certification preferred.
• Strong supervision and management skills.
• Ability to address policies, principles, and operational issues in both overview and detailed levels.
• Innovative team building skills.
• Ability to develop financial models.
• Excellent verbal and written communication skills.
• Strong political acumen, diplomacy, and emotional intelligence.
• Ability to deal effectively with customers, management, system and application programmers, and vendors.
• Ability to understand the requirements of various constituencies and put them into operating terms for delivery teams Exceptional analytical, planning, problem solving, and systems design skills.
• Ability to prioritize and manage multiple projects and activities within time, budget, and technical constraints.
• Ability to deconstruct a verbalized goal into separate tasks that work in concert to change an idea into reliable software.
• Proficiency with MS Project and Excel.
• Ability to transform functional requirements into digital reality.
• Ability to manage technical teams in a matrix environment.

Licensure, Registration, and/or Certification:

• ITIL Foundations certification required.
• ITIL Intermediate Certifications in Operational Support and Analysis preferred.
• PMP preferred.