Head of Information Technology Operations

Director of Information Technology Operations

Summary

Title:Director of Information Technology Operations

ID:0515-4572

Department Location:3205/3207 N. Academy, Colorado Springs, CO 80917

Category:Manager / Professional

Description

Peak Vista Community Health Centers is a non-profit health care organization whose mission is to provide exceptional health care to people facing access barriers through clinical programs and education. We provide integrated health care services including medical, dental and behavioral health through our 20 outpatient health centers. We deliver care with our strong "Hospitality" culture. Our organization has over 800 employees and serves more than 74,300 patients annually in the Pikes Peak and East Central regions of Colorado. Our service area covers 14 counties, from the front range to the Kansas border, with locations throughout Colorado Springs, Fountain, Divide, Limon and Strasburg. Peak Vista is accredited by the Accreditation Association for Ambulatory Health Care, Inc. (AAAHC).

Compensation (Pay): $83,049.25 to $120,421.41 based on experience

Summary of Benefits:

• Medical, Dental, Vision, Life, STD, LTD
• 403(b) Retirement with Company Match
• Paid Time Off
• Tuition Assistance
• Perks Rewards
• Employee Assistance Program Department Location: 3205 N. Academy Blvd., Suite 130 Job Summary: The Director of IT Operations is responsible for the leadership, performance, and continuous improvement of the organization’s IT support operations and enterprise asset management program. This role oversees the delivery of end-user support services across multiple healthcare locations while ensuring operational accountability for the organization’s inventory, lifecycle management, procurement coordination, deployment standards, and tracking of IT assets.

This position serves as the operational leader for frontline IT support and endpoint logistics, ensuring staff are equipped with reliable technology services that support patient care and business operations.

The Director works closely with Engineering, Clinical Informatics, and Operational Leadership teams to maintain effective escalation paths, standardization, and service delivery excellence.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Lead the organization’s tiered IT HelpDesk Support Structure and Asset Management Teams.

Provide for and instill in the team excellent customer service skills; demonstrate concern and respect for others in all interactions and inspire confidence and trust.

Implement where necessary and refine where in place a data driven approach to customer service, utilizing metrics from our call center and our ticketing system to improve response times and customer satisfaction while maintaining priorities amongst objectives and help desk issues.

Coordinate major incident response activities impacting end-user operations.

Analyzes work order flow / processing and returns, addresses, or escalations appropriately based on help desk skills in the Department.

Organize, and implement training for Help Desk and Asset Technicians.

Ability to frequently travel to Peak Vista Clinics and Facilities inside the Colorado Springs and surrounding area.

Promotes and demonstrates the mission, vision, and Core Values of Peak Vista.

Develops and maintains good working relationships with all departments, the management team, medical staff, and leadership.

Embraces cultural diversity amongst ourselves and our community.

Responsible for the human, financial, and material resources as well as data and information entrusted to us.

Other duties as assigned.

Supervision Exercised: IT Technical Support Technicians and IT Asset Technicians

Mentor and develop support staff through coaching, training, performance management, and career progression planning.

Ensure consistency in support processes, documentation standards, and troubleshooting methodologies.

Collaborate with engineering and analyst teams to improve escalation efficiency and reduce recurring incidents.

Participate in budgeting and operational planning for end-user technology services.

Demonstrates strong leadership skills, knowledge, and abilities. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Ensures that the appropriate personnel meet all job required competencies.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

Education: Bachelor’s Degree in Information Technology, Computer Science, Management of Information Systems, or a related field required. Masters preferred. Seven (7) to Ten (10) years of information technology experience required, including five (5) years of leadership experience required.

Computer Skills: To perform this job successfully, an individual should extensive computer knowledge rooted in career growth through the technology industry. Experience with use of electronic health records is preferred.

Certificates and Licenses:

Preferred industry standard IT certifications such as: ITIL, PMP, or any Security focused certifications are preferred.

Applicants must be at least 21 years of age or older to be an eligible driver on behalf of Peak Vista.

Valid Colorado driver’s license and proof of insurance.

Must meet and maintain driver criteria as prescribed by Peak Vista’s insurance underwriter.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

OSHA risk level/work environmental hazards: This position has been categorized as OSHA Level Three. See Exposure Control Plan for details.

The noise level in the work environment is usually quiet.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee must occasionally lift and/or move up to 20 pounds. While performing the duties of this job, the employee is frequently required to sit. The employee is occasionally required to stand and walk.

Remote work: Work from home opportunity must meet the current needs of Peak Vista. Employee is responsible for equipment at home to include reliable internet access.

• Successful candidates will complete pre-employment screening; which includes, but is not limited to a Criminal Background check. Peak Vista Community Health Centers is a drug and alcohol free workplace and an Equal Opportunity Employer.
• *PVCHC participates in the Electronic Employment Verification Program. E-Verify is an Internet-based system that compares information from an employee’s I-9 to data from the U.S. Department of Homeland Security and Social Security Administration Records. To learn more, visit: everify.com