Director, IT Operations

EyeCare Partners is the nation's leading provider of clinically integrated eye care. Our national network of over 300 ophthalmologists and 700 optometrists provides a lifetime of care to our patients with a mission to enhance vision, advance eye care and improve lives. Based in St. Louis, Missouri, over 650 ECP-affiliated practice locations provide care in 18 states and 80 markets, providing services that span the eye care continuum. For more information, visit click to view www.eyecare-partners.com .

SUMMARY

The IT Operations Director is a critical leader responsible for the health, stability, and efficiency of the company's IT infrastructure and services. This role oversees day-to-day IT operations, including service desk, incident response, problem and change management, and infrastructure support. A key part of this position is leveraging the ServiceNow platform to streamline workflows, enhance service delivery, and ensure compliance with healthcare industry regulations like HIPAA. The ideal candidate is a strategic leader with a deep technical understanding, excellent people management skills, and a proven track record of using ITIL principles and ServiceNow to drive operational excellence in a healthcare environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Operational Management & Leadership:

• Lead and mentor a team of IT professionals, including help desk analysts, field support resources.
• Oversee and manage daily IT operations, ensuring the stability, performance, and security of all systems and services.
• Develop, document, and enforce IT policies and procedures to ensure consistency and compliance.
• Manage and monitor key performance indicators (KPIs) and service level agreements (SLAs) for all IT services, using ServiceNow dashboards and reporting to measure and improve performance.
• Act as a primary escalation point for major incidents, ensuring timely communication and resolution.
• Manage and monitor the operational budget.

2. Service Desk Leadership:

• Continuously identify and implement improvements to service desk processes, tools, and technologies to enhance efficiency and the customer experience. This could involve automation, new software implementation, or workflow optimization.
• Oversee ServiceNow administration, configuration, and enhancement projects, working closely with developers and administrators.
• Continuously identify and implement improvements to field support processes, tools, and workflows. Drive efficiency through automation, effective knowledge management, and the adoption of best practices that fit the organization.
• Utilize reporting and analytic tools to provide leadership with actionable insights into IT performance, system health, and trends.

3. Infrastructure & System Support:

• Work with infrastructure and application development in developing and maintaining disaster recovery and business continuity plans, coordinating regular tests to ensure readiness.
• Work with security teams to ensure IT operations are compliant with security policies and regulatory requirements (e.g., HIPAA, HITRUST).

4. Compliance and Security:

• Ensure all IT operations and processes adhere to strict healthcare compliance standards, including the protection of Protected Health Information (PHI).
• Use the ServiceNow platform to manage and audit change control processes, ensuring all changes are properly documented and approved.
• Implement and monitor security controls and incident response procedures to protect against cyber threats and data breaches.

5. Communication and Collaboration:

• Collaborate with clinical and administrative leaders to understand their IT needs and ensure services are aligned with business goals.
• Provide clear and concise communication to stakeholders during system outages and critical incidents.
• Foster a culture of continuous improvement, regularly reviewing processes and technologies to enhance service delivery.

QUALIFICATIONS

• Strong, hands-on experience with the ServiceNow platform.
• Deep knowledge of ITIL best practices and demonstrated experience applying them to a complex IT environment.
• Experience in the healthcare industry is highly preferred, with a strong understanding of HIPAA and other relevant regulations.
• Excellent problem-solving, analytical, and communication skills.
• Proven ability to manage and motivate a high-performing technical team.

EDUCATION AND/OR EXPERIENCE

• Bachelor's degree in Information Technology, Computer Science, or equivalent experience.
• 10 years of experience in IT operations in a multi-site enterprise organization, with at least 5 years in a leadership or management role.

LOCATION

• This position is located in St Louis, Missouri and offers a hybrid work schedule. Candidates living in Alabama, Arizona, Florida, Georgia, Illinois, Indiana, Kansas, Kentucky, Michigan, Minnesota, Missouri, New Jersey, N. Carolina, Ohio, Oklahoma, Pennsylvania, Texas and Virginia may also be considered for remote work.

If you need assistance with this application, please contact .... Please do not contact the office directly - only resumes submitted through this website will be considered.

EyeCare Partners is an equal opportunity/affirmative action employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.