Director Information Technology Operations

We are building a World Class Service Center and invite you to join a team of people who are committed to a core objective of supporting life changing service and providing professional expertise to the operations and leaders we support.

About the Company

Pennant Services is one of the most dynamic and progressive companies in the rapidly expanding senior living, home health, hospice, and home care industries. Affiliates of Pennant Services now operate 111 senior living, home health, hospice and home care operations across 14 states and we are growing! These operations have no corporate headquarters or traditional management hierarchy. Instead, they operate independently with support from the “Service Center,” a world-class service team that provides the centralized clinical, legal, risk management, HR, training, accounting, IT and other resources necessary to allow on-site leaders and caregivers to focus squarely on day-to-day care and business issues in their individual agencies.

Something else that sets us apart from other companies is the quality of our most valuable resources – our people! We are dedicated to living out our culture as defined by our core values, “CAPLICO”:

Customer Second

Accountability

Passion for Learning

Love One Another

Intelligent Risk Taking

Celebrate

Ownership

By incorporating these principles at all levels of our organization, our employees feel valued and excited about their impact on our service center team members and operational partners. Our culture fosters excellence both personally and professionally and promotes development that leads to continued success.

The Operations Director is responsible for overseeing the help desk operations to ensure the highest level of technical support and customer service to the organization. This role involves managing a team of helpdesk technicians, developing and implementing helpdesk policies and procedures, and ensuring timely and effective resolution of all IT support requests. The Helpdesk Director will collaborate with other IT leaders to enhance the overall IT service delivery and support infrastructure.

Key Responsibilities:

Leadership and Management:

• Lead, mentor, and manage a team of helpdesk technicians and support staff.
• Develop and implement training programs to enhance the skills and knowledge of the helpdesk team.
• Conduct performance evaluations and provide feedback to staff to promote professional growth.

Helpdesk Operations:

• Oversee the day-to-day operations of the helpdesk to ensure efficient and effective support.
• Develop and implement helpdesk policies, procedures, and standards to ensure consistent service delivery.
• Monitor helpdesk performance metrics and KPIs, and implement improvements as needed.

Customer Service:

• Ensure high levels of customer satisfaction by delivering timely and effective technical support.
• Act as an escalation point for complex or high-priority support issues.
• Gather and analyze feedback from users to identify areas for improvement in helpdesk services.

Technology and Tools:

• Evaluate and implement helpdesk software and tools to enhance support operations.
• Stay current with industry trends and best practices in helpdesk management and support technologies.
• Collaborate with IT teams to ensure helpdesk systems and tools are integrated with other IT systems.

Project Management:

• Lead helpdesk-related projects, including system upgrades, migrations, and other IT initiatives.
• Coordinate with other IT and business leaders to align helpdesk activities with organizational goals.
• Manage helpdesk budgets and resources effectively.

Reporting and Documentation:

• Prepare regular reports on helpdesk performance, including metrics on response times, resolution rates, and customer satisfaction.
• Maintain accurate documentation of helpdesk processes, procedures, and knowledge base articles.

The above statements are only meant to be a representative summary of the major duties and responsibilities performed by incumbents of this job. The incumbents may be requested to perform job-related tasks other than those stated in this description.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Strong knowledge of helpdesk operations, support tools, and best practices.
• Excellent leadership, communication, and interpersonal skills.
• Ability to manage multiple priorities and work under pressure.
• Experience with helpdesk software and ticketing systems.
• ITIL certification or other relevant certifications are a plus.

About The Pennant Group

We are proud to be affiliated with the Pennant Group, Inc. (NASDAQ: PNTG). Pennant was created in 2019 in connection with The Ensign Group, Inc.’s (NASDAQ: ENSG) spin-off of its home health, hospice, and senior living businesses. We believe that through our innovative operating model, we can foster a new level of patient care and professional competence at our independent operating subsidiaries and set a new industry standard for quality home health and hospice and senior living services. You can learn more about The Pennant Group at www.pennantgroup.com