Lead Director Production Support, CVS Health

CVS Health

Location:
United States, Scottsdale

Category:
IT - Administration

Contract Type:
Employment contract

Salary:

144200.00 - 288400.00 USD / Year

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Job Description:

We are seeking a skilled and visionary Lead Director Production Support to manage day-to-day operations of the technical support team, ensuring efficient service to end users. The Lead Director Production Support will lead the team in processes including documenting solutions, contributing to knowledge bases, and analyzing incident trends to improve processes and enhance user experience. The Lead Director Production Support will assist in the management of training and development and broadens key skills of the systems support team through cross-training, certifications, and technology programs.

Job Responsibility:

Manage day-to-day operations of the technical support team, ensuring efficient service to end users
Lead the team in processes including documenting solutions, contributing to knowledge bases, and analyzing incident trends to improve processes and enhance user experience
Assist in the management of training and development and broadens key skills of the systems support team through cross-training, certifications, and technology programs
Coach the systems support team on strategic ways to improve response times, reduce manual effort, and enhance productivity
Assess technology systems and reviews response times and resolution rates to determine the health of system infrastructure and functionality across the organization
Conduct complex evaluations to determine the systems support team's ability to meet goals and deadlines, and handle technology-based incidents
Confer with vendors and service providers to identify technology that supports the requirements for organizational systems
Deliver internal communications to share information on gaps or breakdowns in system infrastructure that may impact the timely resolution of issues
Design an internal evaluation system to assess the effectiveness of budget allocation and resource management for systems support activities
Determine effective ways to measure satisfaction levels of end-users and stakeholders who rely on the systems supported by the organization
Provide guidance, support, and mentorship to team members by assisting with training initiatives, knowledge sharing, and performance evaluations to develop and enhance the skills and competencies of the team

Requirements:

10+ years of healthcare leadership IT work experience in operational transformation for larger scale transactions as well as a fast paced environment
Adept at execution and delivery (planning, delivering, and supporting) skills
Exposure to Cloud, Automation, IT operation modernization
Proven experience in service delivery and monitoring for large portfolios
Experience in building blueprint models in operations
Adept at business intelligence
Adept at collaboration and teamwork
Mastery of problem solving and decision making skills
Mastery of growth mindset (agility and developing yourself and others) skills
Bachelor's degree or equivalent experience (Highschool diploma plus 4 years relevant work experience)

Nice to have:

Certified Information Technology Professional (CITP)
Certified Systems Engineering Professional (CSEP)

What we offer:

Affordable medical plan options
401(k) plan with matching company contributions
Employee stock purchase plan
No-cost wellness screenings
No-cost tobacco cessation programs
No-cost weight management programs
Confidential counseling
Financial coaching
Paid time off
Flexible work schedules
Family leave
Dependent care resources
Colleague assistance programs
Tuition assistance
Retiree medical access

Additional Information:

Job Posted:
October 01, 2025

Expiration:
December 01, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Lead Director Production Support