Director, IT Operations-Information Technology
About The Position
The Director of IT Operations oversees day-to-day IT operations across the organization, including the IT Help Desk, Desktop Support teams, Communication Systems, and general IT services. The role ensures high-quality technical support and operational excellence while managing IT budgets, vendor relationships, and service delivery performance. The Director works with executive leadership to align IT services with business needs and drive continuous improvement in service, efficiency, and user satisfaction. This is an on-site leadership role with flexibility for hybrid work as needed. The role participates in a 24/7 escalation rotation for critical IT incidents, and some travel may be required to remote facilities or vendor meetings. The Health Care District of Palm Beach County is an independent special taxing district serving as a healthcare safety net throughout Palm Beach County. Its services include community health centers, school health teams, an aeromedical helicopter program, a public teaching hospital, a skilled nursing center, a ground ambulance program, and the county's Trauma Agency. The organization is an Equal Employment Opportunity employer and a Drug-Free Workplace. It participates in E-Verify. The role may require Agency of Health Care Administration (AHCA) background screening and clearance.
Requirements
- Minimum 10 years of experience in IT operations or infrastructure roles, including 5 years in a leadership capacity.
- Proven experience managing technical support teams and IT service delivery.
- Demonstrated success in budget management, vendor negotiation, and operational strategy.
- Strong leadership and team-building skills.
- Excellent communication, problem-solving, and decision-making abilities.
- Deep understanding of IT service management (ITSM) frameworks, such as ITIL.
- Proficiency with helpdesk systems, asset management, and endpoint management tools.
- Ability to manage multiple priorities in a fast-paced environment.
- Customer service orientation and a focus on improving user experience and support satisfaction.
Nice To Haves
- Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field is preferred.
Responsibilities
- Lead and manage day-to-day IT operations to ensure high availability and performance of core IT services.
- Oversee IT Help Desk and Desktop Support operations, ensuring timely and effective resolution of technical issues.
- Manage IT operations personnel, including technicians, analysts, and support personnel.
- Develop, track, and manage operational and capital IT budgets.
- Maintain and enhance telephony, paging, messaging, and unified communications systems.
- Establish, monitor, and report on key performance indicators (KPIs) and service level agreements (SLAs).
- Develop and implement IT operational policies, procedures, and best practices.
- Serve as an escalation point for critical IT issues and incidents.
- Ensure effective incident, problem, and change management processes.
- Collaborate with other IT leaders on strategic initiatives and infrastructure improvements.
- Manage vendor and service provider relationships for hardware, software, and support services.
- Implement and oversee IT quality monitoring programs to support consistent service delivery and adherence to performance standards.
- Lead change management efforts, including communication, planning, testing, and implementation of IT system and process changes.
- Participate in a 24/7 escalation rotation for critical IT incidents.
- Travel to remote facilities or vendor meetings as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Director
