Position Summary:

The Director, Technology Operations Center leads the CyncHealth Operations Center which is responsible for internal IT products and supports external product management and customer service. This is a working management position with responsibility for individual deliverables as well as managing a team. This role is expected to partner with business stakeholders in order to understand needs, and must lead with strong critical thinking, process orientation, measurement for success, and continuous improvement to be successful.

Position Responsibilities

• Manage the daily operations of the organization’s Operations Center, ensuring the team delivers excellent internal and external customer service.
• Orchestrate the transition from a traditional Support (Help) Desk to a mature Operations Center to include but not limited to:
  • Incident Management – create clear standard operating procedures that manages an incident from beginning to end in alignment with Service Level Agreements (SLAs).
  • Problem Management – use of metrics and data analytics to proactively identify and resolve repeated incidents.
  • Develop structured and formalized communication tiers to communicate issues, changes, incidents to appropriate customers based on severity of issue.
  • Incident Response –develop a formalized model to conduct incident command processes based on unplanned outages or business interruptions.
  • Service Management – establish processes to onboard and fully operationalize new services into the Operations Center and standing reviews of existing services to update or deboard to optimize the services portfolio.
  • Access Management – implement strong processes, monitoring, and management of provisioning and de-provisioning of users of services.
  • Identify and operationalize opportunities for the Operations Center to become “the central nerve system” of CyncHealth.
• Integrate technology operations industry best practice model (i.e. Incident Management, Access Management, Problem Management, etc.) using ITSM framework(s).
• Implement and maintain a customer service interactive engagement process that focuses on increasing First Call Resolution (FCR) and timely follow up owning an incident ticket all the way to customer full satisfaction.
• Establish continuous improvement processes for the team and its service delivery.
• Provide regular reporting on relevant Operations Center metrics.
• Provide vendor management for IT vendors including contract deliverable monitoring and business owner contract support. Manage relationship and regulatory compliance management of direct suppliers.
• Maintain alignment to enterprise operational goals.
• Maintain understanding of relevant SLAs.
• Maintain awareness of costs and budget for the Operations Center.
• Build and maintain effective relationships with all levels of the organization. Promote the Operations Center with senior leadership, ensuring that it is recognized as a core business asset.
• Hire, motivate and retain top quality team members. Provide regular coaching and performance management to set and support high expectations.
• Protect assets and the integrity, security and privacy of information entrusted to or maintained by the organization.
• Model CyncHealth’s values and Code of Conduct. Manage resources and business objectives in compliance with charter, policies, and standards.
• Other duties as assigned.

Experience/Requirements:

• Minimum (4) years’ work experience in IT business/industry work with leadership progression required. Leadership experience within a support desk or operations center strongly preferred.
• Bachelor’s Degree in Computer Science, Business or a related field strongly preferred.
• Information Technology Service Management (ITSM) (i.e. ITIL, COBIT, ISO, etc.) certified or equivalent training required.
• Knowledge of Azure administration, Active Directory, Jira, Salesforce, and the Microsoft Office suite strongly preferred.
• Effective verbal, written, and interpersonal communication skills for both internal and external audiences.
• Highly organized with a proven track record of successful task management
• Ability to manage competing priorities in a complex and dynamic environment.
• Demonstrate willingness to learn and pick up new tasks to assist with organizational goals.
• Ability to maintain a high degree of confidentiality.
• Ability to work from the La Vista, NE office with reliable and predictable attendance.

Physical Requirements:

• Ability to work on a computer for extended periods of time.
• Ability to stand or sit for extended periods of time. Extended working hours may be necessary.
• Light work requiring exertion up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.

Benefits:

• Medical
• Dental
• Vision
• Paid Time Off/Paid Holidays
• Long & Short Term Disability
• Life Insurance
• 401(K) with 4% Matching
• Maternity/Paternity Leave
• Pet Insurance

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. The statements are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for this position.

Must be authorized to work in the United States.