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

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.

Find us at:

Facebook|LinkedIn|Instagram|mercy.net|Mercy Careers

EEO/AA/Minorities/Females/Disabled/Veterans