Director of Technical Service

JOB TITLE:Director of Technical Service DEPARTMENT:Technology & Innovation REPORTS TO:CTO TERMS:Full Time Employee About LANES We have a diverse team of healthcare IT experts devoted to solving real-world healthcare problems. We’re looking for driven, smart, creative, and fun candidate who share our passion for optimizing the intersection of consumer health, technology, and innovation. The Los Angeles Network for Enhanced Services (LANES) is a non-profit Health Information Exchange (HIE) dedicated to improving the health and well-being of southern California community. We provide seamless, secure, and instant access to patient health information across hundreds of healthcare organizations. Our mission is to connect disparate data systems, empowering providers with the information they need to deliver better care. Position Summary LANES is seeking aDirector of Technology Servicesto lead our core technology operations and technical support. This is a highly strategic, hands-on leadership role that is critical to our mission. You will be responsible for the daily security, efficiency, and quality of all our technical services and products, including our data integration channels (HL7 and FHIR), the LANES portal, and roster processing. You will play a key role in ensuring our technological infrastructure is robust and our support services are world-class. If you are a visionary leader with deep expertise in healthcare technology and a passion for making a real-world impact, we encourage you to apply. Key Responsibilities: As the Director of Technology Services, you will: Technology Leadership & Strategy • Provide hands-on technical leadership for daily operations, ensuring the security, efficiency, and quality of our data integration services (HL7, FHIR, roster processing). • Define and implement technical service level agreements (SLAs) and establish procedures to monitor performance and address service degradation proactively. • Serve as a primary technology subject matter expert (SME), representing LANES' technology architecture in interactions with customers and partners. • Collaborate with the Business Development team to identify and architect new technical solutions for both new and existing customers. • Author technical and business requirements documents and diagrams. • Collaborate with QA, Information and Enterprise Architects on developing architecture documentation. Operations & Technical Infrastructure • Oversee DevOps and Cloud Network Engineering teams, ensuring our technical infrastructure is secure, cost-optimized, and fully observable. • Collaborate with the Chief Information Security Officer (CISO) to meet cybersecurity goals and ensure robust network security. • Manage operations for the LANES Portal, ensuring continuous accessibility, monitoring data quality, and collaborating with clinical teams to improve user experience. • Maintain relationships with a portfolio of key customers, leading business review meetings and gathering feedback to identify new business and technology development opportunities. Technical Support & Team Management • Lead and mentor the Technical Support team, setting policies, establishing support tiers, and defining escalation processes. • Monitor and prioritize technical support tickets, ensuring timely and effective resolution. • Establish and track key quality and performance metrics for the technical support function. • Adherence to scope management and change control processes; assess and evaluate scope changes for feasibility and impacts on commitments. • Other duties as assigned Qualifications Required Skills & Experience • Minimum of three (5) years of experience working at a Health Information Exchange (HIE) or similar healthcare technology organization. • In-depth understanding of healthcare data interoperability standards, including HL7 and FHIR messaging. • Experience with Amazon Web Services (AWS) cloud infrastructure. • Proficiency in developing SQL queries. • Proven ability to manage and prioritize a large portfolio of projects and tasks in a fast-paced environment with limited supervision. • Excellent communication skills, with the ability to present complex information clearly and concisely, both verbally and in writing. • Ability to reside in California. • A bachelor's degree is required. Preferred Skills & Experience • Experience with Mirth Connect or other integration engines. • Experience with Google BigQuery or other data warehousing technologies. • Experience using Atlassian products, such as JIRA and Confluence. • Familiarity with Google Cloud Platform (GCP). • Supervisory or team leadership experience. Job Type: Full-time Pay: $180,000.00 - $200,000.00 per year Work Location: Hybrid remote in Los Angeles, CA 90064