Director of IT Services

Director of IT Services. Job Category:
Management.

Requisition Number: DIREC
001117. Full-Time. On-site. Springfield, MA 01103, USA.

The Director of IT Services serves as the leader of the infrastructure and service management divisions of the technology department within a growing and innovative Community Health Center. This newly developed position at Caring Health Center is responsible for the technology infrastructure (network, servers, systems and their usability) and ensures best in class IT Service Management delivery for approximately 400 end users.

• Manage day-to-day help desk operations.
• Participate in and ensure delivery of IT projects.
• Implement IT Service Management (ITSM) best practices and standard operating procedures.
• Ensure seamless function of critical IT infrastructure.
• Oversee infrastructure operations, service and project management, ensuring performance and integrity of existing servers, network infrastructure, telephony and end user hardware.
• Plan and deliver continuous improvements, upgrades, enhancements and ensure continuity of mission critical infrastructure, systems, applications and endpoint device usability.
• Lead multiple, concurrent mission‑critical projects utilizing both internal and outsourced resources.
• Plan and manage budgeting, contracting and resource allocation for internal and outsourced teams.

• Bachelor's degree or equivalent.
• Relevant industry‑specific certifications required (e.g., PMP, ITIL, ITSM).
• Project Management certification and/or proven track record in successful project execution, preferably with Agile methodologies.
• 10+ years of experience in a technology related field.
• 5+ years of staff supervision or leadership, preferably within a healthcare organization and with a mentor/coach leadership philosophy.
• Knowledge of contracting, budgeting and managing a combination of internal and outsourced resources.
• Demonstrated ability to create, publish, evaluate and improve standard operating procedures, especially related to IT service management, hardware lifecycle management, service agreements, and identity management.
• Advanced knowledge of infrastructure technology: VMWare, Fortinet/gate, Extreme, SDWan, GSuite and/or MS 365, Cyber EDR, SOC and SIEM management and best practices.
• Advanced troubleshooting, implementation/configuration and design skills.

10+ years of relevant experience, 5+ years of leadership, project management certification, and advanced knowledge of ITSM best practices.