Senior Director, IT Operations, Delivery & End User Services

Lumexa Imaging is one of the country's largest providers of outpatient medical imaging. With over 5,000 team members and more than 185 outpatient imaging centers across 13 states, our team conducts more than 4 million outpatient studies annually. We are the partner of choice for health systems and radiologists, delivering best-in-class clinical excellence, operations, and state-of-the-art technology across our platform.


The Senior Director of IT Operations, Delivery, End User Services & Identity Management is a senior technology leader responsible for driving the performance, reliability, security, and continuous improvement of IT services across the enterprise. This role leads IT operations, service delivery, service desk strategy, escalation management, end-user computing, with significant contribution to identity and access management functions to ensure high-quality technology services and exceptional digital employee experiences.
The Senior Director partners closely with business leaders, technology teams, cybersecurity leaders, and key stakeholders to align service delivery with organizational objectives while driving operational excellence, service reliability, rapid issue resolution, secure access management, and user satisfaction.
Key Responsibilities:
IT Operations Leadership
• Lead day-to-day and strategic IT operations, focusing on service reliability, performance, and operational efficiency.
• Establish and monitor KPIs, SLAs, and OLAs to ensure consistent service quality.
• Drive operational improvements through process optimization, automation, and proactive monitoring.
• Oversee incident response, escalation management, and service restoration activities.
• Collaborate with infrastructure, application, and security teams to improve service stability and resilience.
Service Delivery & ITSM
• Lead execution and continuous improvement of IT service management (ITSM) processes and tools aligned with ITIL best practices.
• Oversee incident, problem, change, release, and configuration management disciplines.
• Ensure delivery of business-aligned IT services that meet operational and user expectations.
• Drive service maturity initiatives and continuous service improvement programs.
• Provide governance and reporting on service performance and operational health.
Service Desk Strategy & Delivery
• Develop and execute service desk strategies that support digital workplace and employee experience objectives.
• Lead global service desk operations across multiple support channels, including phone, chat, portal, and virtual agents.
• Drive adoption of tiered support models, shift-left strategies, and knowledge-centered service practices.
• Implement automation, self-service capabilities, and AI-enabled support solutions to improve efficiency and user experience.
• Establish and monitor service desk performance metrics, including first contact resolution, mean time to resolve, customer satisfaction, and service quality.
• Ensure consistent and high-quality support experiences across regions and business units.
Escalation Management & Major Incident Leadership
• Establish and maintain an enterprise escalation management framework, including severity definitions, response procedures, and governance.
• Lead coordination of major incidents and high-severity service disruptions, ensuring rapid mobilization and resolution.
• Facilitate incident command structures, war rooms, and cross-functional collaboration during critical events.
• Provide timely stakeholder communications during major incidents and service interruptions.
• Analyze escalation trends to identify opportunities for process improvement, root-cause elimination, and service stabilization.
• Promote operational accountability, transparency, and urgency in incident management practices.
End User Services (EUS)
• Lead employee-facing IT services, including deskside support, endpoint services, and workplace technologies.
• Deliver consistent, high-quality end-user experiences across all support channels.
• Drive digital workplace initiatives involving collaboration technologies, mobility services, and endpoint experience improvements.
• Implement proactive and predictive support capabilities using analytics and user experience data.
• Identify opportunities to improve productivity and employee satisfaction through technology services.
Identity & Access Management (IAM)
• Oversee the strategy for user provisioning, deprovisioning, access request fulfillment, and identity lifecycle management processes.
• Develop a comprehensive strategy for authentication and authorization technologies, including Single Sign-On (SSO), Multi-Factor Authentication (MFA), federation services, and Role-Based