Director,IT Infrastructure Services

*Fully Remote*

PRIMARY FUNCTION

The Director, IT Infrastructure Services is responsible for providing technology vision, leadership and execution in the development and implementation of the organization wide information technology (IT) program. The Director is focused on Infrastructure and related services. Leads the planning and implementation of information systems to support clinical and business operations and achieves effective and cost beneficial enterprise-wide IT operations. Responsible for cloud and on-premise technology infrastructure for both enterprise and field offices. This includes networking, computing, storage and cloud technologies leveraging AWS and Azure services.

ESSENTIAL DUTIES AND RESPONSIBILITIES

This list may not include all of the duties that may be assigned.

Infrastructure Services

1. Establishes an infrastructure program strategy and roadmap for the definition and development of technology infrastructure strategies. Develops transformation roadmaps in alignment with organizational scalability and growth.
2. Defines, establishes, updates, manages, and reports on infrastructure Service Level Agreements.
3. Manages telephone system and contact center technology.
4. Evaluates, estimates, plans for, and executes infrastructure and related security services for acquisitions in the pre and post phases of integration.
5. Establishes cost transparency and allocation. Facilitates proper attribution of infrastructure costs, in particular as it relates to acquisitions.
6. Establishes infrastructure automation including championing best practices and automation where cost effective.
7. Oversees disaster recovery to guarantee plans are in place, updated as needed due to business and environmental or regulatory changes, and are exercised as defined.
8. Supports established security policies, standards and procedures via planning and deployment of infrastructure to assure appropriate security IT assets and data.
9. Translates strategic business requirements into IT operation requirements or process designs by planning and recommending IT Infrastructure, systems management software, and architecture.
10. Approves and modifies IT infrastructure design and architecture in accordance with established company and departmental priorities.

Leadership

1. Manages strategy and execution of day-to-day operations for the security and system administration/infrastructure functions.
2. Develops and implements key performance indicators (KPI) and internal Service Level Agreements (SLAs) to monitor and report on work performance.
3. Implements and assesses policies and procedures for business continuity. Reviews business processes, staff competencies, and staffing requirements (skill levels, user knowledgebase, number of staff required to meet SLAs, etc.) to identify opportunities for improved service delivery and seamless integration of new systems into existing systems.
4. Facilitates communication between staff, management, vendors, and other technology resources within the organization.
5. Participates in annual budget process. Uses forecasting exercises to project budget needs.

SUPERVISORY RESPONSIBILITIES

Manages IT infrastructure and security staff. Selects, supervises, and evaluates staff. Strategically delegates work to the team while ensuring timely follow-up/status reporting.

QUALIFICATIONS

EDUCATION: Minimum Bachelor's degree in computer science or related field.

EXPERIENCE: Minimum 10 years of IT infrastructure experience, 15 years preferred.

LICENSURE / CERTIFICATION

• Certified Information Systems Security Professionals (CISSP) Certification preferred
• Upon hire, and for the duration of the employment period, driver's license

KNOWLEDGE, SKILLS AND ABILITIES

• Quickly learns Corporate, Division, and Facility-specific applications, technology, and terminology
• Ability to learn customer support processes and techniques
• Cloud infastructure
• Cloud Azure
• Strong analytical skills
• Ability to solve problems
• Able to start, shut down and restart computers, terminals and printers
• Use major functions of Windows including Control Panel, Display settings and Printer settings
• Performs and supports basic configuration of Apple iOS devices
• Reads and creates technical documentation
• Uses telephone, ticketing and remote management software to provide technical support
• Ability to multi-task, communicate clearly & concise
• Perform data entry for extended period of times