Job Description

About North Country Healthcare (NCH): 

North Country Healthcare is a non-profit affiliation of four medical facilities, Androscoggin Valley Hospital, North Country Home Health & Hospice Agency, Upper Connecticut Valley Hospital, and Weeks Medical Center, located in the White Mountains Region of New Hampshire. NCH includes numerous physicians and medical providers at multiple locations. This leading comprehensive healthcare network which employs hundreds of highly-trained individuals delivers integrated patient care through three community hospitals, specialty clinics, and home health and hospice services. NCH remains committed to the health and well-being of the communities we serve. As a leader in a management position this role emphasizes advancing High-Reliability Organization (HRO) principles, embedding a culture of safety, accountability, and consistent high performance. 

 

POSITION SUMMARY:  

The Director of IT Support & Applications is responsible for overseeing both end-user support services and the management of operational applications across North Country Healthcare. This role ensures that all IT support functions and industry-standard applications operate efficiently, securely, and in alignment with business needs. By integrating IT support with application management, the Director will enhance service delivery, optimize system performance, and improve the overall user experience. 

 

ESSENTIAL QUALIFICATIONS 

Education: 

  • Bachelor's degree in Information Technology, Computer Science, or a related field preferred. Equivalent experience considered. 

Certification: 

  • PMP, ITIL, or relevant application management certifications. 

??Licensure:? 

  • Association* accredited course in Basic Life Support (BLS) (for clinical staff), or Heartsaver CPR AED (for nonclinical staff), and renewal on a regular basis, with up to a three-month grace period after the expiration date. 

Skills: 

  • IT Service Management (ITSM) - Expertise in frameworks and best practices for IT support and service delivery. 
  • Application Management - Strong knowledge of supporting, maintaining, and optimizing industry-standard applications. 
  • User Support & Experience - Ability to enhance IT support services and improve overall user satisfaction. 
  • Incident & Problem Resolution - Expertise in troubleshooting technical and application-related issues effectively. 
  • Software Integration & Interoperability - Understanding of system compatibility and ensuring seamless application performance. 
  • Vendor & Contract Management - Skilled in evaluating, negotiating, and managing software vendors and licensing agreements. 
  • Security & Compliance - Knowledge of IT security best practices, cybersecurity measures, and regulatory compliance requirements. 
  • Process Improvement & Automation - Ability to identify inefficiencies and implement automated solutions for IT support and applications. 
  • Collaboration & Communication - Strong ability to work with business leaders, IT teams, and end-users to align IT services with organizational goals. 
  • Training & Change Management - Experience in leading training initiatives to enhance user adoption of technology. 
  • Performance Monitoring & Reporting - Proficiency in tracking IT support and application performance metrics to drive continuous improvement. 

 

??Work Experience:? 

  • 5+ years in IT support, service management, or related roles with leadership experience. 

 

ESSENTIAL FUNCTIONS: 

  • Oversee both end-user support and operational application teams, ensuring alignment and efficiency. 
  • Develop strategies to integrate application management with IT support processes for a seamless user experience. 
  • Lead digital transformation initiatives, leveraging technology to improve efficiency and service delivery. 
  • Implement governance frameworks and best practices for IT service management and application lifecycle management. 
  • Establish performance metrics to evaluate the effectiveness of IT support and applications. 
  • Work with senior leadership to align IT initiatives with organizational goals. 
  • Manage vendor relationships and ensure compliance with licensing and contractual obligations. 
  • Develop training programs for both IT staff and end-users to enhance technology proficiency. 
  • Ensure IT systems adhere to security standards, regulatory requirements, and organizational policies. 
  • Stay informed on emerging trends in IT support, applications, and service delivery models. 

 

??NON-ESSENTIAL FUNCTIONS 

  • ?Performs additional duties as assigned. 
  • ?Adheres to facility Values, Service Excellence and Standards of Excellence.? 

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

Apply Online