Director, IT Infrastructure Operations

Responsibilities

• Infrastructure Operations Management
• Oversee daily operations for: Network (LAN/WAN, wireless, firewalls, load balancers)
• Telecommunications (VoIP, contact center, paging, unified communications)
• Compute Platforms (virtualization, cloud/on-prem servers)
• Storage & Backup (SAN/NAS, data protection, disaster recovery)
• Databases (SQL, Oracle, performance tuning, maintenance)
• Endpoint Services (workstations, mobile devices, imaging, patching)
• Ensure proactive monitoring, capacity planning, and lifecycle management across all domains.
• Lead major incident response, root cause analysis, and problem management processes.
• Ensure projects are delivered on time, within scope, and aligned with strategic priorities.
• Team Leadership & Development
• Lead and mentor operations teams, including managers, engineers, and specialists.
• Build workforce plans that balance operational coverage, skill development, and succession planning.
• Foster a collaborative environment that aligns with organizational values and supports high-quality patient care.
• Strategic & Operational Leadership
• Lead the operational strategy, planning, and execution for all infrastructure technologies across the healthcare system.
• Establish and maintain service-level objectives and operational KPIs that ensure high availability, performance, and resilience.
• Partner with design/build directors to ensure seamless transition from engineering to operations, including readiness assessments, documentation, and support models.
• Drive a culture of reliability, accountability, and continuous improvement.
• Financial & Vendor Management
• Develop and manage operational budgets, including maintenance contracts, licensing, and support agreements.
• Oversee vendor performance, SLAs, and escalations for support of infrastructure technologies and managed services.
• Evaluate and select technology solutions, vendors, and partners.
• Manage vendor relationships, contracts, and performance for operations-related services and products.
• Cross-Functional Collaboration
• Work closely with peer design/build directors to ensure integrated infrastructure solutions across network, telecom, platforms, data center, and endpoint technologies.
• Collaborate with clinical, business, and application teams to understand requirements and translate them into technical designs.
• Partner with Information Security to ensure secure architectures and compliance with healthcare regulations.
• Governance, Standards & Compliance
• Establish engineering standards, design patterns, and best practices for network and telecom technologies.
• Ensure operational compliance with HIPAA, Joint Commission, and internal security policies.
• Participate in risk assessments, architectural reviews, and technology governance processes.

Qualifications

• Bachelor's Degree (Required)
• Field of Study: Business Administration
• Field of Study: Computer Science
• Years of Experience: 8+
• Specialized Knowledge: Degree in Information Technology, Computer Science, Engineering or related field or equivalent combination of education and experience is required.
• ITIL certification or equivalent experience with IT service management frameworks.
• Knowledge of technologies necessary to support clinical operations and information systems along with the ability to gather, analyze and interpret business drivers to support the department and organization.
• Builds strong partnerships with engineering, security, clinical, and business leaders.
• Balances strategic thinking with operational discipline while leading the team with clarity, empathy, and a commitment to service excellence.

Desired Attributes

• Master’s Degree in a related field.
• Experience with hybrid cloud environments and modern automation/orchestration tools.
• Strong understanding of cybersecurity principles and regulatory compliance in healthcare.
• Extremely self-motivated with the ability to drive resources toward deadlines and manage ambiguity to effectively solve problems by embracing the health system's highly dynamic, constantly changing environment.
• Knowledge of regulatory and contractual compliance is beneficial.
• Experience leading large, complex projects across multiple functional departments.
• Experience in a complex healthcare organization is beneficial.
• The ability to explain complex technical ideas and issues to both technical and non-technical audiences is desired.