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E01042 – IT Director of Support Services

Full-time Position

Information Technology


Position Overview:

The DIRECTOR OF TECHNICAL SUPPORT is responsible for executing the support strategy and tactics. This position ensures that departmental goals are met; services are provided in an efficient and effective manner, staff utilize appropriate procedures and practices and ensures optimal utilization of personnel and other resources. The focus is to drive the business forward by providing the tools and systems that support growth, scalability and relationships that will positively impact the patient experience while creating a positive and motivational environment that attracts the best of the best.


Specific Responsibilities:

  • Under the direction of the CIO, execute on the support strategy for the organization.
  • Collaborate with site CEO’s, and organizational leaders for the purpose of building partnerships and ensuring appropriate resources and equipment are deployed in support of the mission.
  • Develop and achieve technical Support objectives and goals to support the organizational vision.
  • Recruit, train, mentor and manage a team of technical support staff.
  • Develop policies and processes in support of departmental objectives
  • Develop and ensure targeted service and performance standards are achieved or exceeded creating a mindset of continual improvement and excellence in support
  • Monitor and maintain the Heat support desk system
  • Collaborate with HR to continually improve the onboarding and offboarding process.
  • Maintain an accurate equipment, licensing, and resource inventory.
  • Assist in developing an annual IT strategic plan and budget.
  • Manage the IT Support Desk and Site Support Managers
  • Execute tactical plans and initiatives that exceed customer expectations



  • Demonstrated interpersonal skills including, mentoring, coaching, presentation skills and the ability to interact with colleagues at all technical levels
  • Dynamic, energetic, motivated, positive outlook with the ability to multi-task and prioritize responsibilities Ability to communicate with and understand the requirements of professional staff in area of specialty and communicate these requirements to technical staff


Skills and Experience

  • Bachelor Degree in a relevant field or equivalent experience
  • 5-7 years experience in a similar leadership or management role, preferably in healthcare
  • Strong technical background
  • Previous experience with process improvement



Travel: Travel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected.