System Director Of IT Service Management & Support

System Director Of It Service Management & Support

Work where every moment matters. Every day, more than 40,000 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 Connecticut's most comprehensive healthcare network. Hartford HealthCare is transforming healthcare across Connecticut and beyond—enhancing access, affordability, health equity, and excellence. Spanning 500 locations across 185 towns and cities, our comprehensive care-delivery system is built to serve every community, every day. From world-class hospitals—including two tertiary-level teaching hospitals, an acute-care community teaching hospital, an acute-care hospital and trauma center, and three community hospitals—to 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 28,000 people every single day, delivering unparalleled care through our unique Institute Model—bringing 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 cost.

Position Summary: The 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 (e.g., 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 operations.

Key Accountabilities:

• Own and evolve the ITSM strategy, processes, and tools in alignment with business needs
• Ensure consistent, standardized, and effective implementation of ITIL-based service management disciplines
• Lead the IT help desk and desktop support teams to deliver exceptional service. Establish and manage SLAs, ensure rapid response times, and optimize user satisfaction
• Oversee 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 mitigated
• Manage and maintain the CMDB to ensure accuracy, completeness, and alignment with infrastructure and application environments. Drive automation and integration of CMDB updates across IT systems
• Implement and oversee structured processes for incident resolution and problem identification, root cause analysis, and long-term remediation
• Define and monitor KPIs and metrics across service management domains. Develop and deliver regular performance dashboards and service reports to IT leadership and stakeholders
• Build and mentor a high-performing service management team. Foster cross-functional collaboration with infrastructure, application development, cybersecurity, and business teams

Bachelor's degree in information systems, healthcare administration or related field. Ten plus years of progressive leadership experience in healthcare IT management or related field. Broad IT operational and/or services experience. Strong organizational skills with the ability to successfully manage multiple strategic and operational priorities. Ability to develop and foster effective collaboration and change within ITS, between departments and other customer partners to meet goals and objectives. A proven background in project initiation, delivery, and optimization.

We take great care of careers. With 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 – 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 work/life balance. Every moment matters. And this is your moment.