Director of IT infrastructure & Service Delivery

About the role

PatientCare EMS Solutions is a leading provider of ground-based 911 emergency ambulance services and critical healthcare logistics. The organization delivers compassionate, high-quality EMS and medical transport services across Florida, Indiana, Mississippi, New York, South Dakota, and Texas. Teams are experienced, mission-driven professionals focused on reliable, patient-centered care and operational excellence. As the company grows, it continues to invest in technology and infrastructure that support safe, efficient, and compliant healthcare delivery.

PatientCare EMS Solutions is consolidating and standardizing IT across all operating companies. The Director, IT Infrastructure and Service Delivery owns the enterprise infrastructure strategy and the day-to-day delivery of infrastructure services across every location. The role leads internal support teams, directs infrastructure engineering, and holds managed service providers accountable for consistent service. It covers endpoints, servers, networks, telecommunications, and physical access systems, as well as the infrastructure work required for security remediation, acquisitions, new operations, and major platform changes. This is a hands-on leadership role with direct involvement in architecture, standards, implementation planning, and complex technical issues.

This is a fully remote position with travel of up to 25% to PatientCare EMS Solutions operating companies and other business locations as needed.

Responsibilities

• Set the enterprise infrastructure vision, architecture, standards, and phased roadmap across all five operating companies
• Translate the roadmap into priorities, dependencies, investment needs, and implementation plans, and communicate progress and risks to the CIO and operating-company leaders
• Lead endpoint engineering, including device builds and imaging, Microsoft Intune management, endpoint hardening, and standardized device configurations across sites
• Own server and network engineering, including compute, systems, resilience, and site connectivity, directing the network engineer and external partners
• Own telecommunications and connected physical systems, including phone, door, and access control systems, with clear support and escalation ownership
• Lead the service desk, site support specialists, and off-hours support model across all operating companies, defining responsibilities and escalation paths for internal teams and providers
• Establish service expectations and report performance through measures such as response time, resolution time, recurring incidents, service availability, and customer satisfaction
• Standardize support processes, asset management, lifecycle practices, and technical documentation across operating companies
• Consolidate and govern managed service providers, moving toward a single accountable partner model that covers all five operating companies and after-hours support
• Plan and execute the infrastructure side of security remediation and maintenance windows in coordination with the security engineer on the applications team
• Lead infrastructure delivery for new operating-company launches and acquisitions, and support infrastructure through major platform implementations

Qualifications

Required Qualifications:

• Experience owning infrastructure engineering across endpoints