IP Pathways is experiencing explosive company growth, having doubled in size over the past few years. As part of this growth, we are actively seeking an experienced Director of Technical Services to join our team to oversee the IT Data Center in Urbandale Iowa. This Director role would oversee multiple departmental managers and report to Executive Leadership at IP Pathways. The departments would include but not be limited to the Service Desk, Project Coordination, Field Engineering Team and Facilities Management.

Duties and responsibilities include, but are not limited to, the following:

• Manage the efforts of the customer engaging delivery departments at IP Pathways which include Service Desk, Field Engineering Team and Project Coordination teams.
• Engage customers as necessary to ensure satisfaction.
• Collaborate directly with the IT leadership team and Vice President of Technology to ensure customer success and satisfaction.
• Take ownership of escalated customer issues and facilitate resolution promptly.
• Leverage his/her proven leadership, relationship, operations, service delivery, communication, analysis, reporting and problem-solving leadership skills to balance quality, cost, and performance of managed services outcomes.
• Develop deep subject matter expertise in the contractual obligations surrounding managed service performance and keep abreast of industry trends related to managed services performance quality and delivery opportunities.
• Direct teams and provide leadership guidance in the troubleshooting and analysis of customer problems to seek prompt resolutions.
• Responsible for training and developing individuals in the Team Leader/Manager role on employee development and handling of Corrective Action situations.
• Lead by example, coaching, mentoring and infusing the technology delivery team with the right leadership thinking and motivation to help them develop and grow to ensure overall customer satisfaction.
• Attend meetings and present when necessary.

Requirements include a need to and willingness to travel to the hospital/client location.

Qualifications

• Bachelor’s degree in related field or equivalent combination of education, certification and work experience.
• Minimum of 10 years’ experience working within Information Technology Management.
• Must come from a highly technical background in either Networking or Systems related field preferably dealing with external customers.

• A complete understanding of Managed Services Providers and prior experience with engaging external customers.
• Demonstrated consistent leadership effectiveness in technology and business-related operations, implementation, delivery and overall customer engagement.

• Working knowledge of business theory, business processes, management, budgeting, and business office operations.
• Significant exposure to systems management, hardware platforms, software applications, and outsourced systems, vendor management and all facets of Managed Service offerings.
• Demonstrated, proven understanding and track record of high-quality project management and execution.
• Established leadership track record of human capital management principles, practices, and procedures.