About the role
Overview : Insight Global is seeking a Director of IT Operations & Service Delivery will provide strategic leadership and operational oversight for enterprise-wide IT support services across a leading academic medical center. This leader will be responsible for ensuring exceptional end-user experiences, reliable service delivery, efficient provisioning processes, endpoint management, and continuous improvement of IT operations that directly support patient care and hospital business functions.
This position will serve as a key member of the IT leadership team, partnering closely with clinical, administrative, and operational stakeholders to ensure technology services meet the evolving needs of the organization. As the health system continues to grow and transform, this individual will drive service excellence, operational maturity, and user satisfaction across all support functions.
Responsibilities:
- Lead and oversee the Service Desk, End User Support, and IT Operations teams.
- Develop and execute a strategic vision for IT service delivery across the hospital environment.
- Drive continuous improvement initiatives focused on customer experience, service quality, and operational efficiency.
- Establish and monitor SLAs, KPIs, and performance metrics to ensure service excellence.
- Manage endpoint lifecycle processes, including provisioning, deployment, upgrades, maintenance, and asset management.
- Oversee onboarding, offboarding, and technology provisioning workflows across the organization.
- Collaborate with clinical, biomedical, nursing, and business stakeholders to align IT services with operational needs.
- Partner with infrastructure, security, and applications teams to ensure seamless technology support and issue resolution.
- Manage vendor relationships and service providers supporting end-user technologies.
- Develop budgets, staffing plans, and operational roadmaps for support services.
- Foster a customer-centric culture focused on responsiveness, accountability, and continuous improvement.
- Provide leadership and mentorship to managers, supervisors, and support staff.
Must-Have Qualifications:
- 10+ years of progressive IT leadership experience, including management of service desk and end-user support organizations.
- MUST COME FROM healthcare or hospital IT background.
- Strong understanding of IT Service Management (ITSM) methodologies and service delivery best practices.
- Experience leading large-scale IT operations in complex, 24/7 environments.
- Demonstrated success managing endpoint devices and enterprise technology provisioning processes.
- Experience building and leading high-performing technical support teams.
- Strong stakeholder management and executive communication skills.
- Proven ability to develop operational metrics, reporting, and performance improvement initiatives.
- Bachelor's degree in Information Technology, Healthcare Informatics, Business, or related field.
Preferred Qualifications
- Experience supporting academic medical centers or large health systems.
- Background working alongside clinical, nursing, or biomedical technology teams.
- Experience overseeing telecommunications or unified communications environments.
- ITIL certification or advanced ITSM training.
- Master's degree in Healthcare Administration, Business Administration, Information Technology, or related field.
- Experience with organizational transformations, mergers, or healthcare integrations.
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