Director of IT Operations – ABA Centers of AmericaFort Lauderdale, Florida

Bilingual—English/Spanish

About ABA Centers of America

ABA Centers of America is a healthcare innovator experiencing steady growth while revolutionizing the autism care field. We provide ABA (Applied Behavior Analysis) therapy and diagnostic services to our clients and families in our centers, in homes, and in the community. Our teams also support a small group of affiliated addiction treatment centers and related companies.

We are currently in 9 states with over 30 clinical service areas, and our roadmap will bring us to more than 50 clinical service areas over the next 12-24 months. We have the resources and talent usually found at a more mature organization, including fully staffed teams to support marketing, IT, accounting, and clinic growth.

Leadership Opportunity

Are you an experienced IT leader looking to make the next move in your career with a growing, innovative company where you can truly make a difference in the lives of kids and families?

The Director of IT Operations—Service Desktop plays a pivotal role within the organization, overseeing the efficient delivery of IT support services to end-users while ensuring alignment with business objectives. This position requires a seasoned leader with deep technical expertise in desktop support and service management. The Director will be responsible for designing, implementing, and optimizing IT service desk operations to meet the evolving needs of the organization.

What You’ll Do

• Leadership: Provide strategic direction and leadership to the service desktop team, ensuring alignment with organizational goals and objectives. Foster a culture of collaboration, innovation, and excellence in service delivery.
• Service Delivery: Oversee the day-to-day operations of the service desk, including incident management, request fulfillment, problem management, and escalation processes. Drive continuous improvement initiatives to enhance service quality and efficiency.
• Resource Management: Manage staffing levels, workload distribution, and skill development within the service desktop team. Ensure adequate coverage and support for all IT service desk activities.
• Technical Expertise: Maintain a high level of technical proficiency in desktop support technologies, tools, and best practices. Maintain knowledge of emerging trends and advancements in IT service management.
• Customer Focus: Champion a customer-centric approach to service delivery, ensuring timely resolution of user issues and inquiries. Monitor customer satisfaction metrics and implement corrective actions as needed.
• Process Optimization: Evaluate existing service desk processes and workflows to identify opportunities for streamlining and automation. Implement industry-standard ITIL practices to enhance service efficiency and effectiveness.
• Vendor Management: Collaborate with external vendors and service providers to procure hardware, software, and support services. Manage vendor relationships and contracts to ensure compliance and value for money.
• Compliance and Security: Ensure adherence to regulatory requirements, industry standards, and internal policies related to IT service delivery and security. Implement robust security measures to safeguard sensitive information and IT assets.