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

*Please note that as of the posting date of this job announcement, Mercy is unable to offer immigration sponsorship or visa assistance for this position. We encourage all eligible candidates, including U.S. citizens, permanent residents, and those with existing work authorization, to apply.

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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