IT Director - Service Center & Customer Support (Field Services) Job Listing at Mercy in St. Louis, MO (Job ID 969756)

Description

IT Director - Service Center & Customer Support (Field Services)

Mercy Technical Services

3637 S Geyer Rd

Saint Louis, Missouri 63127

The Director of IT Field Service Management will lead a geographically distributed team responsible for delivering high-quality, cost-effective IT field services including break/fix, request fulfillment, and asset refreshes. This role partners closely with senior leadership to execute strategic vision, drive operational excellence, and ensure exceptional caregiver satisfaction & stewardship through technology-enabled service delivery. 

Key Responsibilities: 

Strategic Leadership & Execution: 

• Collaborate with senior leadership to translate strategic goals into actionable field service initiatives. 

• Define and standardize processes and procedures across diverse regions, leveraging automation and technology. 

Operational Oversight: 

• Plan, organize, and direct field service operations to meet or exceed performance targets. 

• Analyze workflows and assignments to ensure efficient and cost-effective service delivery. 

• Maintain and improve caregiver satisfaction through adherence to service metrics. 

Financial & Resource Management: 

• Oversee staffing, budgeting, and expense management to achieve financial goals. 

• Assist with forecasting and demand planning to maintain optimal staffing levels and support variable labor needs for projects. 

Collaboration & Project Support: 

• Partner with the Project Management Office and stakeholders to develop scope of work documentation for strategic initiatives. 

• Support dispatch management to ensure effective deployment of field technicians. 

Compliance & Asset Integrity: 

• Maintain and audit data integrity of computing assets, including compliance with PCI standards. 

 Required Qualification(s):

• Education: Bachelors degree in related field, specialized training, or equivalent work experience.
• Experience: Eight (8) years of relevant technical or business work experience.
• Management experience including:

• • People management.
  • Process management.

Preferred Qualification(s):

• Proven experience in IT field service management, preferably in a multi-site or enterprise environment. 

• Strong leadership and team management skills. 

• Expertise in process standardization, automation, and workflow optimization. 

• Financial acumen with experience managing budgets and staffing plans. 

• Excellent communication and stakeholder engagement abilities. 

• Familiarity with compliance standards and asset management practices. 
• Experience with ServiceNow (Field Service Management) preferred.

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