Position Details

Salary $118K – $196K USD / year

Type Full-Time

Experience executive

Exp. Years 12+ years

Education Bachelor's degree in Computer Science, Information Systems, or related field; Master's degree preferred.

Category IT Support & Helpdesk

About this role

Director-level IT support leader responsible for the Tier 3 EnterpriseRX support organization, setting strategy, driving complex issue resolution, and aligning with Product, Engineering, and Security to ensure platform reliability and exceptional customer experience.

Key Responsibilities

Define Tier 3 support strategy
Oversee complex EnterpriseRX issues
Lead major incident and RCA
Build high-performing team
Govern budgets and tooling investments

Technical Overview

Leads IT operations for EnterpriseRX with ITIL-based processes, RCA-driven defect prevention, and cross-functional collaboration. Uses Jira/Confluence and Salesforce Service Cloud for issue tracking and customer interactions; emphasis on KPI/Dashboard reporting and capacity planning.

Ideal Candidate

The ideal candidate is an executive-level IT operations leader with 12+ years of progressive IT/Ops experience and 4+ years managing teams, specifically in high-severity incident environments. They excel at ITIL-aligned service management, RCA/defect prevention, and cross-functional collaboration with Product, Engineering, and Security to drive Platform reliability for healthcare software.

Must-Have Skills

12+ years IT operations/tech support4+ years management experienceITIL-aligned service managementExperience leading high-severity incidentsRoot Cause Analysis (RCA)SLA attainmentJiraConfluenceSalesforce Service CloudCross-functional collaborationStakeholder communicationMonitoring/alerting tools

Nice-to-Have Skills

Healthcare industry experienceSLA improvementAutomation opportunitiesExperience working with Product & EngineeringDefect trend analysisVendor managementBudget management

Tools & Platforms

Salesforce Service CloudJiraConfluenceMonitoring/alerting toolsSQL

Required Skills

ITILIncident ManagementRCARoot Cause AnalysisProblem ManagementKPISLAJiraConfluenceSalesforce Service CloudMonitoring/Alerting ToolsHIPAAPCICross-functional collaborationStakeholder managementBudget managementSOW

Hard Skills

ITILITIL-aligned service managementIncident ManagementProblem ManagementRoot Cause Analysis (RCA)RCAJiraConfluenceSalesforce Service CloudMonitoring/Alerting ToolsSLAService Level AgreementKPIsSQLSQL proficiencyCross-functional collaboration

Soft Skills

Executive presenceLeadershipStrategic thinkingStakeholder managementCommunicationProblem solvingMentoringTeam leadershipAnalytical thinkingAdaptability

Industry & Role

Industry Healthcare & Medical

Job Function Direct and optimize EnterpriseRX Tier 3 IT support, incident management, and cross-functional collaboration to ensure platform stability and customer satisfaction.

Role Subtype Help Desk L3

Keywords for Your Resume

Director Technical Support EngineeringEnterpriseRXTier 3Root Cause AnalysisRCAITILIncident ManagementProblem ManagementSLAService Level AgreementKPIsJiraConfluenceSalesforce Service CloudMonitoring/Alerting ToolsHIPAAPCIHealthcarecross-functional collaborationStakeholder management3rd party resourcesSOWbudget management

Deal Breakers

Not authorized to work in the US, Less than 12 years of IT/operations experience, Lack of 4+ years management experience, No experience with ITIL or incident/rCA processes

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