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Director of Product Support

Director of Product Support

Gardner Resources Consulting, LLCBoston, MA, US
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Job Description

Our client is seeking a Director of Technology to lead their healthcare Production Support Team.

Must Haves :

  • 15+ years of healthcare leadership IT work experience in operational transformation for larger scale transactions as well as a fast-paced environment
  • Adept at execution and delivery (planning, delivering, and supporting) skills
  • Exposure to Cloud, Automation, IT operation modernization
  • Proven experience in service delivery and monitoring for large portfolios
  • Experience in building blueprint models in operations
  • Adept at business intelligence
  • Adept at collaboration and teamwork
  • Mastery of problem solving and decision-making skills
  • Mastery of growth mindset (agility and developing yourself and others) skills

Nice to Haves :

  • Certified Information Technology Professional (CITP) preferred.
  • Certified Systems Engineering Professional (CSEP) preferred

    • What you will do :

  • Assesses technology systems and reviews response times and resolution rates to determine the health of system infrastructure and functionality across the organization.
  • Assists in the management of training and development and broadens key skills of the systems support team through cross-training, certifications, and technology programs.
  • Coaches the systems support team on strategic ways to improve response times, reduce manual effort, and enhance productivity.
  • Conducts complex evaluations to determine the systems support team's ability to meet goals and deadlines, and handle technology-based incidents.
  • Confers with vendors and service providers to identify technology that supports the requirements for organizational systems.
  • Delivers internal communications to share information on gaps or breakdowns in system infrastructure that may impact the timely resolution of issues.
  • Designs an internal evaluation system to assess the effectiveness of budget allocation and resource management for systems support activities.
  • Determines effective ways to measure satisfaction levels of end-users and stakeholders who rely on the systems supported by the organization.
  • Provides guidance, support, and mentorship to team members by assisting with training initiatives, knowledge sharing, and performance evaluations to develop and enhance the skills and competencies of the team.
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