System Director of IT Service Management & Support

Hartford HealthCare • Farmington, CT

27d

About The Position

The System Director of Service Management and Support will lead and oversee the strategic and operational aspects of IT Service Management (ITSM) which includes managing help desk operations, change management processes, the Configuration Management Database (CMDB), as well as incident and problem management. The Director ensures service excellence, operational efficiency, compliance with best practices (e.g., ITIL), and the achievement of key performance indicators across all IT support functions. This leader, through operational awareness and process transparency (dashboards) ensures the health and management of critical pathways that support greater IT operations.

Requirements

• Bachelor’s degree in information systems, healthcare administration or related field
• Ten plus years of progressive leadership experience in healthcare IT management or related field
• Broad IT operational and/or services experience
• Strong organizational skills with the ability to successfully manage multiple strategic and operational priorities
• Ability to develop and foster effective collaboration and change within ITS, between departments and other customer partners to meet goals and objectives
• A proven background in project initiation, delivery, and optimization

Responsibilities

• Own and evolve the ITSM strategy, processes, and tools in alignment with business needs
• Ensure consistent, standardized, and effective implementation of ITIL-based service management disciplines
• Lead the IT help desk and desktop support teams to deliver exceptional service. Establish and manage SLAs, ensure rapid response times, and optimize user satisfaction
• Oversee the Change Management process to ensure effective oversight, planning, testing, and execution of changes with minimal disruption to business operations. Ensure change processes are transparent, well-documented, and risk mitigated
• Manage and maintain the CMDB to ensure accuracy, completeness, and alignment with infrastructure and application environments. Drive automation and integration of CMDB updates across IT systems
• Implement and oversee structured processes for incident resolution and problem identification, root cause analysis, and long-term remediation
• Define and monitor KPIs and metrics across service management domains. Develop and deliver regular performance dashboards and service reports to IT leadership and stakeholders
• Build and mentor a high-performing service management team. Foster cross-functional collaboration with infrastructure, application development, cybersecurity, and business teams

What This Job Offers

• Job Type: Full-time
• Career Level: Director