Director of Product Support

Our client is seeking a Director of Technology to lead their healthcare Production Support Team.

Must Haves:

• 15 years of healthcare leadership IT work experience in operational transformation for larger scale transactions as well as a fast-paced environment
• Adept at execution and delivery (planning, delivering, and supporting) skills
• Exposure to Cloud, Automation, IT operation modernization
• Proven experience in service delivery and monitoring for large portfolios
• Experience in building blueprint models in operations
• Adept at business intelligence
• Adept at collaboration and teamwork
• Mastery of problem solving and decision-making skills
• Mastery of growth mindset (agility and developing yourself and others) skills

Nice to Haves:

• Certified Information Technology Professional (CITP) preferred.
• Certified Systems Engineering Professional (CSEP) preferred

What you will do:

• Assesses technology systems and reviews response times and resolution rates to determine the health of system infrastructure and functionality across the organization.
• Assists in the management of training and development and broadens key skills of the systems support team through cross-training, certifications, and technology programs.
• Coaches the systems support team on strategic ways to improve response times, reduce manual effort, and enhance productivity.
• Conducts complex evaluations to determine the systems support team's ability to meet goals and deadlines, and handle technology-based incidents.
• Confers with vendors and service providers to identify technology that supports the requirements for organizational systems.
• Delivers internal communications to share information on gaps or breakdowns in system infrastructure that may impact the timely resolution of issues.
• Designs an internal evaluation system to assess the effectiveness of budget allocation and resource management for systems support activities.
• Determines effective ways to measure satisfaction levels of end-users and stakeholders who rely on the systems supported by the organization.
• Provides guidance, support, and mentorship to team members by assisting with training initiatives, knowledge sharing, and performance evaluations to develop and enhance the skills and competencies of the team.