Director, IT Operations
Apply NowCompany: ICBD Holdings LLC
Location: Fort Lauderdale, FL 33311
Description:
Description
Director, IT Operations - ABA Centers of America Corporate HQFort Lauderdale, Florida
Leadership Opportunity
Are you an experienced IT leader looking to make the next move in your career with a growing, innovative company? The Director, IT Operations is responsible for overseeing and optimizing IT service delivery and operational support across rapidly growing, geographically dispersed group of healthcare companies. This role provides strategic leadership in IT process management, major incident response, IT Service Desk operations, field services, and operational efficiency. Additionally, the Director will be responsible for managing nearshore and offshore support teams, ensuring seamless collaboration and service delivery across multiple locations.
What You'll Do
Requirements
Requirements
Director, IT Operations - ABA Centers of America Corporate HQFort Lauderdale, Florida
Leadership Opportunity
Are you an experienced IT leader looking to make the next move in your career with a growing, innovative company? The Director, IT Operations is responsible for overseeing and optimizing IT service delivery and operational support across rapidly growing, geographically dispersed group of healthcare companies. This role provides strategic leadership in IT process management, major incident response, IT Service Desk operations, field services, and operational efficiency. Additionally, the Director will be responsible for managing nearshore and offshore support teams, ensuring seamless collaboration and service delivery across multiple locations.
What You'll Do
- Lead and manage IT operations teams, including IT Service Desk, Field Support, nearshore, and offshore support teams, ensuring efficient and effective service delivery across multiple locations.
- Develop and implement ITIL-based processes, ensuring best practices for incident, problem, and change management.
- Oversee major incident management, ensuring rapid resolution of critical IT issues and effective communication with stakeholders.
- Establish and oversee an incident communications framework, ensuring timely and transparent updates for stakeholders during service disruptions.
- Ensure continuous improvement of IT Service Management (ITSM) platforms such as ServiceNow or Jira, optimizing workflows and automation.
- Manage IT support operations in a 24x7 environment, including scheduling, workforce planning, and escalation processes.
- Oversee IT monitoring and alerting processes to ensure proactive incident detection and response.
- Develop and manage budgets for IT operations, optimizing costs while maintaining service excellence.
- Mentor and develop managers and team leaders, fostering a high-performance and customer-focused culture.
- Enhance employee engagement and onboarding processes to ensure IT support is seamless and efficient for new hires.
Requirements
Requirements
- 7+ years of experience in IT operations.
- 5 years in a director or equivalent leadership role managing managers and leading organizations with 30+ employees, including nearshore and offshore support teams.
- ITIL Foundations or advanced ITIL certification highly preferred.
- Strong understanding and demonstrated application of ITIL frameworks, IT Service Management (ITSM) platforms (e.g., ServiceNow, Jira), and best practices for IT service delivery in companies with over 3,000 total employees.
- Familiarity with IT monitoring, alerting, and ticketing systems; experience supporting IT infrastructure and end-user services in a healthcare or similarly regulated industry is a plus.
- Experience defining, tracking, and reporting on operational KPIs to measure IT performance and service quality.
- Experience implementing and managing employee engagement initiatives, AI-driven support solutions, and automated ticket resolution.
- Expertise in deploying self-service and automated solutions to reduce high-volume incident and service requests, including knowledge base optimization and AI-assisted workflows.