Work where every moment matters Every day more than Hartford HealthCare colleagues come to work with one thing in common Pride in what we do knowing every moment matters here We invite you to become part of Connecticutrsquos most comprehensive healthcare networkHartford HealthCare is transforming healthcare across Connecticut and beyondmdashenhancing access affordability health equity and excellence Spanning locations across towns and cities our comprehensive care delivery system is built to serve every community every day From world class hospitalsmdashincluding two tertiary level teaching hospitals an acute care community teaching hospital an acute care hospital and trauma center and three community hospitalsmdashto an expansive network of behavioral health services multispecialty physician groups urgent and virtual care surgery centers home care senior care rehabilitation and mobile neighborhood health programs Hartford HealthCare is there when and where it matters most We touch the lives of nearly people every single day delivering unparalleled care through our unique Institute Modelmdashbringing together leading experts in neuroscience cancer digestive health heart and vascular care orthopedics and urology kidney health to provide a unified high standard of care at the most affordable costPosition SummaryThe System Director of Service Management and Support will lead and oversee the strategic and operational aspects of IT Service Management ITSM which includes managing help desk operations change management processes the Configuration Management Database CMDB as well as incident and problem management The Director ensures service excellence operational efficiency compliance with best practices eg ITIL and the achievement of key performance indicators across all IT support functions This leader through operational awareness and process transparency dashboards ensures the health and management of critical pathways that support greater IT operationsKey AccountabilitiesOwn and evolve the ITSM strategy processes and tools in alignment with business needsEnsure consistent standardized and effective implementation of ITIL based service management disciplinesLead the IT help desk and desktop support teams to deliver exceptional service Establish and manage SLAs ensure rapid response times and optimize user satisfactionOversee the Change Management process to ensure effective oversight planning testing and execution of changes with minimal disruption to business operations Ensure change processes are transparent well documented and risk mitigatedManage and maintain the CMDB to ensure accuracy completeness and alignment with infrastructure and application environments Drive automation and integration of CMDB updates across IT systemsImplement and oversee structured processes for incident resolution and problem identification root cause analysis and long term remediationDefine and monitor KPIs and metrics across service management domains Develop and deliver regular performance dashboards and service reports to IT leadership and stakeholdersBuild and mentor a high performing service management team Foster cross functional collaboration with infrastructure application development cybersecurity and business teamsWork where every moment matters Every day more than Hartford HealthCare colleagues come to work with one thing in common Pride in what we do knowing every moment matters here We invite you to become part of Connecticutrsquos most comprehensive healthcare networkHartford HealthCare is transforming healthcare across Connecticut and beyondmdashenhancing access affordability health equity and excellence Spanning locations across towns and cities our comprehensive care delivery system is built to serve every community every day From world class hospitalsmdashincluding two tertiary level teaching hospitals an acute care community teaching hospital an acute care hospital and trauma center and three community hospitalsmdashto an expansive network of behavioral health services multispecialty physician groups urgent and virtual care surgery centers home care senior care rehabilitation and mobile neighborhood health programs Hartford HealthCare is there when and where it matters most We touch the lives of nearly people every single day delivering unparalleled care through our unique Institute Modelmdashbringing together leading experts in neuroscience cancer digestive health heart and vascular care orthopedics and urology kidney health to provide a unified high standard of care at the most affordable costPosition SummaryThe System Director of Service Management and Support will lead and oversee the strategic and operational aspects of IT Service Management ITSM which includes managing help desk operations change management processes the Configuration Management Database CMDB as well as incident and problem management The Director ensures service excellence operational efficiency compliance with best practices eg ITIL and the achievement of key performance indicators across all IT support functions This leader through operational awareness and process transparency dashboards ensures the health and management of critical pathways that support greater IT operationsKey AccountabilitiesOwn and evolve the ITSM strategy processes and tools in alignment with business needsEnsure consistent standardized and effective implementation of ITIL based service management disciplinesLead the IT help desk and desktop support teams to deliver exceptional service Establish and manage SLAs ensure rapid response times and optimize user satisfactionOversee the Change Management process to ensure effective oversight planning testing and execution of changes with minimal disruption to business operations Ensure change processes are transparent well documented and risk mitigatedManage and maintain the CMDB to ensure accuracy completeness and alignment with infrastructure and application environments Drive automation and integration of CMDB updates across IT systemsImplement and oversee structured processes for incident resolution and problem identification root cause analysis and long term remediationDefine and monitor KPIs and metrics across service management domains Develop and deliver regular performance dashboards and service reports to IT leadership and stakeholdersBuild and mentor a high performing service management team Foster cross functional collaboration with infrastructure application development cybersecurity and business teamsBachelorrsquos degree in information systems healthcare administration or related fieldTen plus years of progressive leadership experience in healthcare IT management or related fieldBroad IT operational andor services experienceStrong organizational skills with the ability to successfully manage multiple strategic and operational prioritiesAbility to develop and foster effective collaboration and change within ITS between departments and other customer partners to meet goals and objectivesA proven background in project initiation delivery and optimizationWe take great care of careersWith locations around the state Hartford HealthCare offers exciting opportunities for career development and growth Here you are part of an organization on the cutting edge ndash helping to bring new technologies breakthrough treatments and community education to countless men women and children We know that a thriving organization starts with thriving employees we provide a competitive benefits program designed to ensure worklife balance Every moment matters And this is your momentBachelorrsquos degree in information systems healthcare administration or related fieldTen plus years of progressive leadership experience in healthcare IT management or related fieldBroad IT operational andor services experienceStrong organizational skills with the ability to successfully manage multiple strategic and operational prioritiesAbility to develop and foster effective collaboration and change within ITS between departments and other customer partners to meet goals and objectivesA proven background in project initiation delivery and optimizationWe take great care of careersWith locations around the state Hartford HealthCare offers exciting opportunities for career development and growth Here you are part of an organization on the cutting edge ndash helping to bring new technologies breakthrough treatments and community education to countless men women and children We know that a thriving organization starts with thriving employees we provide a competitive benefits program designed to ensure worklife balance Every moment matters And this is your moment