Director IT Field Support Services

Find Your Passion and Purpose as a Director IT Field Support Services

Reimagine Your Career in Corporate Healthcare

As a professional, you know that what you do impacts you as much as our patients and their families, and at AccentCare, we are united in our relentless drive to reimagine care because we want to provide the service we would seek for our own families. We think it's really special to be a part of our patient's health journey and create incredible memories while providing world-class patient care.

Offer Based on Years of Experience

Key Responsibilities

Leadership & Team Management

• Lead and manage a team of IT Managers and 15+ Field Support Technicians across multiple regions.
• Develop and execute staffing models, performance metrics, and career development plans for the Field Support team.
• Foster a culture of accountability, service excellence, and continuous improvement.

Operational Support & Service Delivery

• Oversee the delivery of Tier 2 support for hardware, software, and mobile devices (Windows, iOS, Android).
• Ensure consistent execution of field support processes, including monthly branch audits, onsite troubleshooting, and IT asset lifecycle management.
• Maintain high standards for documentation, ticket resolution, and escalation protocols using ServiceNow.

Clinical Liaison & Escalation Management

• Serve as the primary liaison between IT and senior clinical leadership, translating operational needs into actionable IT support strategies.
• Act as the escalation point for high-impact incidents affecting clinical operations, coordinating resolution across IT Infrastructure, Applications, and Engineering teams.
• Ensure executive-level visibility and communication for critical outages or service disruptions.

Strategic Planning & Collaboration

• Partner with IT Infrastructure, Network, Telecom, and Application teams to ensure alignment on support strategies and technology deployments.
• Collaborate with HR and hiring managers to streamline onboarding support for new hires, ensuring timely equipment provisioning and Day 1 readiness.
• Drive initiatives to improve field support processes, tools, and user experience across all locations.

Compliance & Quality Assurance

• Ensure adherence to IT policies, security protocols, and regulatory requirements.
• Monitor and report on service performance, ticket trends, and regional support metrics.
• Lead continuous improvement efforts based on feedback, audit results, and incident analysis.

Our Investment in You

We are committed to offering comprehensive benefits and rewards to full-time employees who work over 30 hours per week and their families, including:

If you meet these qualifications, we want to meet you!

• Bachelor's degree in Information Technology, Computer Science, or related field; or equivalent experience.
• 8+ years of progressive IT support experience, including 3+ years in a leadership role.
• Proven experience managing distributed teams and supporting multi-site operations.
• Strong understanding of healthcare operations and clinical workflows is highly desirable.
• Expertise in ServiceNow or similar ITSM platforms.
• Excellent communication, stakeholder management, and problem-solving skills.

Come As You Are

At AccentCare, our care is most compassionate when we empathize and engage with everyone, and we are at our best when we value diverse perspectives, foster open dialogue, and enact change. And we are stronger when each of us is empowered to grow, be our unique selves, and feel a sense of inclusion and belonging.

AccentCare is proud of how we are building a culture and inclusive infrastructure to help elevate the voice of all our employees with a special focus on the underrepresented and marginalized. We offer equal employment opportunities regardless of a person's race, ethnicity, sex, sexual orientation, gender identity or expression, religion, national origin, color, creed, age, mental disability, physical disability, or any other protected classification.