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Director, IT Support Operations

Department: Information Technology
Location: Beacon, NY

Position Description 

Title: Director, IT Support Operations 

Reports To: VP of Information Technology

Location: Beacon, NY (remote)

Position Status: Full-time

FLSA Status: Exempt

Hudson River HealthCare provides the highest quality of comprehensive primary, preventative and behavioral health services to all who seek it, regardless of insurance status and ability to pay, especially for the underserved and vulnerable. Hudson River HealthCare (“HRHCare”) is a Federally Qualified, Non-Profit Health Center serving communities in Suffolk, Rockland, Orange, Dutchess, Ulster, Sullivan, Columbia and Westchester County HRHCare is currently seeking a full-time Director, IT Support Operations to join our team.


A Director, IT Support Operations is responsible for developing, overseeing, leading and managing the IT process and procedures with respect to service management for support, service operations and end user access.


Essential Duties and Responsibilities of a Director, IT Support Operations:

  •  Oversee all internal and external support tickets.  Manages and coordinates priority level support issues.  Acts as escalation point for support tickets.  Manages support representative coverage and on-call schedule
  •  Develop and oversee ticketing process, implement knowledge base and communicate issues to stakeholders
  •  Provide data, reporting of KPIs, and trends 
  •  Develop internal and external SLAs to set expectations and measure performance of the support team
  •  Develop and document workflow for all IT Support processes
  •  Direct the rollout of IT equipment during site renovations, new site builds and supports new site go-lives
  •  Manage process for communicating outage/emergency activities to the organization
  •  Implement customer survey feedback to improve services, tools, and customer service experience.
  •  Ensure that training, coaching and mentoring programs are developed, implemented and effective for all Tier 1 and 2 staff
  •  Perform reviews and appraisals in line with company policies
  •  Maintains project plans for tasked IT projects
  •  Other tasks as assigned by the VP, Information Technology


Minimum Education Requirement:  Bachelor's degree in Information Technology or related fields (i.e. Computer Science)

Preferred Education Requirement:  Master's degree in Information Technology or related fields (i.e. Computer Science, IS or MBA) with Cherwell, ISTM Package experience

Minimum Work Related Experience: 5 - 8 years

Minimum Licensure: Valid New York State Driver's License


We are a network of 40 community and migrant health centers located in Peekskill, Beacon, Poughkeepsie, Amenia, Dover Plains, Hudson, Middletown, New Paltz, Goshen, Greenport, Haverstraw, Spring Valley, Nyack, Monticello, Walden and Yonkers, Amityville, Southampton, Wyandanch, Shirley, Patchogue, Coram, Huntington, Brentwood, Riverhead and the five boroughs. Annually, we serve over 185,000 patients and over 500,000 encounters.

We offer a competitive benefits package, which includes medical, dental, Life and AD&D insurance, ongoing training opportunities and a wellness program.


Interested candidates please submit your resume.

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