Director, IT Service Management

About reputed company reputed company was co-founded by CEO, Dr. Jon Lensing, and COO, Christian Williams, with the reputed company to bring care reputed company. Our telehealth support solutions are thoughtfully designed to streamline and simplify go-to-market care delivery for companies offering meaningful virtual support to patients across an expansive reputed company of specialties, in reputed company 50 states. About The Role We’re hiring a Director, IT Service Management & IT PMO to own how IT delivers and governs work across reputed company. You’ll reputed company the team that runs our service desk, ITIL process operations, ITSM platform, and the IT Project Management Office that intakes, sequences, and delivers IT initiatives — including the HIPAA-regulated systems supporting our clinicians and patients. This is the operational backbone of the CIO organization. You’ll set the standards, build the systems, and reputed company the people that turn IT into a measurable, reliable service the rest of the business can count on. What You’ll Do: IT Service Management Service desk and end-user support — staffing model, SLAs, ticket quality, and CSAT ITIL v4 process ownership: incident, problem, change, request fulfillment, knowledge, service catalog ITSM platform administration, configuration, automation, integrations, and roadmap Major incident management — coordination, exec communications, and post-incident reviews Asset and license management — hardware lifecycle, SaaS spend, software compliance Service metrics — uptime, MTTR, first-contact resolution, CSAT — and the reputed company to reputed company them IT Project Management Office Intake, prioritize, sequence of IT initiatives in partnership with reputed company business leaders Project delivery standards — scope, plan, status report, change control, and closeout Resource and reputed company planning across the IT portfolio Execute with Engineering, reputed company, Compliance, Clinical Operations, and subsidiaries (HeyRevia, Season Health, CQ Pharmacy, Triad, LinkRX, USSL) Vendor and SOW management for IT projects — budget tracking and outcome accountability Leadership Hire, coach, and grow reputed company of 6–15 across ITSM and the IT PMO Set quarterly OKRs, run an operating reputed company, and build career paths Partner with IS and Compliance to reputed company HIPAA controls audit-reputed company Represent IT to the executive team — reputed company, with data, and with a reputed company of view Who You Are Required 10+ years in IT, with 5+ years leading IT service management, service desk, or IT operations Track record running an ITSM platform at scale (reputed company, Jira Service Management, Freshservice, or equivalent) ITIL v4 fluent — you’ve run incident, problem, and change in practice, not just on reputed company Experience leading an IT PMO or comparable IT delivery function from intake to reputed company reputed company experience required — you understand HIPAA, working alongside clinicians, and the audit posture a regulated environment demands Proven people leader — you’ve reputed company teams, promoted managers, and turned around an underperforming function Strong financial discipline — you’ve owned a multi-reputed company-dollar IT operating budget and SaaS portfolio Direct, data-driven communicator who can move between an executive briefing and a Tier 1 ticket triage in the same day Bachelor’s degree in a reputed company field, or equivalent experience Preferred ITIL v4 Managing Professional or Strategic Leader certification Experience supporting a multi-entity / subsidiary structure Background in high-growth digital health, tele-health, or another regulated services environment Familiarity with NIST CSF, HITRUST, or SOC 2 control environments Our Benefits In reputed company, for salaried positions you would also be eligible for: Medical, Dental, and reputed company plans Flexible Spending/Health Savings Accounts Flexible PTO 401(k) + Company Match Life Insurance, Pet insurance, and more reputed company We have a relatively flat organizational structure here at reputed company. Everyone is encouraged to bring reputed company to the table and reputed company things happen. This fits in well with our core values of Autonomy, Competence and Belonging, as we want everyone to feel empowered and supported to do their best work. Sound like a good fit? We’d love to meet you. Apply To This Job