NCH IT Support Director

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 Support Director is responsible for leading and managing the end-user support team, ensuring high-quality service and operational efficiency across North Country Healthcare. This role provides strategic direction, manages IT support processes, and collaborates with other IT leadership, particularly the Applications Director, to optimize the user experience. 

ESSENTIAL QUALIFICATIONS 

Education: 

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

Certification: 

• ITIL, HDI Support Center Manager, or equivalent. 

??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) - Strong knowledge of frameworks and service desk management best practices. 

• Incident & Problem Resolution - Expertise in troubleshooting technical issues and implementing problem-management strategies. 

• User Experience Optimization - Ability to enhance IT support services to maximize end-user satisfaction. 

• Asset & Hardware Management - Skilled in IT asset tracking, software licensing, and lifecycle management. 

• Process Automation - Experience with scripting and automation tools to improve support efficiency. 

• Security & Compliance - Understanding of IT security best practices and regulatory compliance requirements. 

• Vendor & Contract Management - Ability to negotiate and manage third-party vendor relationships for IT support solutions. 

• Training & Change Management - Capable of developing user training programs to enhance IT adoption and efficiency. 

• Performance Metrics & Reporting - Skilled in tracking KPIs and using analytics to drive continuous improvement. 

• Collaboration & Communication - Effective in working with cross-functional teams to align IT initiatives with business needs. 

??Work Experience:? 

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

ESSENTIAL FUNCTIONS:  

•  Oversee and manage the end-user support team, ensuring responsive and effective support services. 

• Develop and implement IT service management best practices, including incident management, problem resolution, and escalation procedures. 

• Lead initiatives to improve service desk performance and efficiency through automation and process optimization. 

• Collaborate with the Applications Director to ensure seamless integration between operational applications and user support. 

• Manage IT asset inventory, software licensing, and hardware lifecycle planning. 

• Provide leadership in IT governance, ensuring compliance with industry standards and regulatory requirements. 

• Partner with vendors to evaluate and implement support-related technology solutions. 

• Lead training initiatives for IT staff and end-users to enhance technology adoption and proficiency. 

• Stay informed on emerging IT support trends to drive continuous improvement. 

??NON-ESSENTIAL FUNCTIONS 

• ?Performs additional duties as assigned. 

• ?Adheres to facility Values, Service Excellence and Standards of Excellence.?