IT Director of Operations (IT Service Management)

Location: Hybrid, Tennessee, United States; travel to company locations may be required.

Company

hirify.global supports more than 250 home health, hospice, senior living, and home care operations across 19 states through centralized clinical, legal, HR, IT, and compliance services.

What you will do

• Lead Service Desk, Field Services, IT Service Management, Change Control, Major Incident Management, Problem Management, service request fulfillment, and end-user support.
• Develop a multi-year IT operations strategy and service improvement roadmap aligned with growth, acquisitions, modernization, cybersecurity, financial objectives, and operational risk.
• Own the Service Desk operating model, service catalog, support workflows, knowledge management, escalation structures, staffing, quality assurance, and service-level performance.
• Lead distributed field and deskside support, including onsite incident resolution, device deployment and recovery, site readiness, executive support, asset coordination, and local vendors.
• Govern change controls and major incidents, including risk assessment, approvals, testing, rollback, communications, restoration, root-cause analysis, and corrective actions.
• Manage budgets, vendors, managed-service providers, operational metrics, acquisition integrations, endpoint controls, compliance, and continuous improvement.

Requirements

• Bachelor’s degree in Information Technology, Business, Management, Computer Science, or a related field, or an equivalent combination of education and directly relevant experience.
• At least eight years of progressive experience in IT service delivery, service desk, field services, or technology operations, including at least five years leading technical teams or managers in a complex, multi-site enterprise environment.
• Experience leading Service Desk, Field Services, IT service management, change enablement, major incident management, problem management, and service improvement functions.
• Experience establishing service levels, operating procedures, quality controls, staffing models, escalation structures, knowledge management, service catalogs, and performance reporting.
• Experience with enterprise IT service management platforms such as ServiceNow, Zendesk, Jira Service Management, BMC Helix, or comparable tools.
• Experience managing operating budgets, strategic vendors, managed-service providers, and distributed support delivery.
• Strong working knowledge of ITIL-aligned incident, request, problem, change, knowledge, service catalog, major incident, configuration, and continual improvement practices.
• Knowledge of service desk and field support operations, Microsoft 365, Windows endpoints, Microsoft Intune, Entra ID, collaboration tools, endpoint security, remote support, and identity and access processes.
• Strong analytical, financial, vendor-management, written, verbal, presentation, documentation, automation, and continuous-improvement skills.
• Ability to participate in after-hours escalation, planned maintenance or deployment windows, and travel to company locations as needed.

Nice to have

• Experience in healthcare, home health, hospice, post-acute care, or another regulated industry.
• Experience supporting acquisitions, site openings or relocations, large technology deployments, endpoint refreshes, organizational change, and critical incidents.
• ITIL 4 Managing Professional, HDI Support Center Manager or Director, Certified Change Management Professional, Microsoft 365 Certified: Endpoint Administrator Associate, or comparable certifications.

Culture & Benefits

• Culture based on Customer Second, Accountability, Passion for Learning, Love One Another, Intelligent Risk Taking, Celebrate, and Ownership.
• Full benefits package including medical, dental, vision, and 401(k) with match.
• Paid time off, holiday pay, and professional development.
• Emphasis on work-life balance and collaboration with leaders focused on patient outcomes and team success.
• After-hours escalation and planned maintenance or deployment participation may be required.