Director of IT Infrastructure and Support - 901

Position Summary

The Director of Infrastructure and Support provides strategic leadership and oversight of all IT infrastructure, support services, application management, and centralized IT operations across Telecare, a multi-site healthcare organization operating in multiple states. This role ensures the reliability, security, and efficiency of technology systems, applications, and infrastructure, supporting the organization's operational goals and commitment to exceptional client care.

Qualifications

Required:

• Bachelor’s degree in Information Technology, Computer Science, Engineering, Business Administration, or related field; advanced degree preferred.
• Ten (10) years of experience in IT infrastructure, application management, and support management, with at least five (5) years in a senior leadership role, preferably within a large multi-site healthcare organization.
• Strong knowledge of IT infrastructure components including networks, servers, storage systems, cloud services, telecommunications, cybersecurity, and enterprise applications.
• Demonstrated success in managing and delivering infrastructure and application-related projects and initiatives in complex, regulated environments.
• Proven leadership capabilities, including staff development, team building, and mentoring.
• Exceptional strategic planning, budgeting, and financial management skills.
• Excellent interpersonal, communication, and negotiation skills, with the ability to interface effectively across all levels of the organization.
• Solid understanding of healthcare industry regulations, compliance requirements, and best practices in IT governance.
• Must be at least 18 years of age
• All opportunities at Telecare are contingent upon successful completion and receipt of acceptable results of the applicable post-offer physical examination, 2-step PPD test for tuberculosis, acceptable criminal background clearances, excluded party sanctions, and degree or license verification. If the position requires driving, valid driver license, a motor vehicle clearance, and proof of auto insurance is required at time of employment and must be maintained throughout employment. Additional regulatory, contractual, or local requirements may apply
  
  

Preferred

• ITIL Certification
• PMP Certification
  
  

Essential Functions

• Demonstrates the Telecare mission, purpose, values, and beliefs in everyday language and contact with the internal and external stakeholders
• Lead, mentor, and develop a high-performing infrastructure, support, and application management team of up to 50 people, fostering a culture of customer service, accountability, innovation, and excellence.
• Oversee centralized IT operations, including incident management, problem management, Change Management, request fulfillment, event management, and access management.
• Ensure timely and efficient response to incidents and service disruptions, minimizing impact on healthcare operations.
• Implement and maintain robust monitoring and reporting processes to ensure optimal system performance, reliability, and availability.
• Develop and enforce operational policies, procedures, and standards to maintain a high level of service quality and consistency.
• Conduct regular reviews of operational performance, identifying opportunities for improvement and ensuring alignment with organizational objectives and service-level agreements (SLAs).
• Manage vendor relationships and negotiate contracts to optimize service delivery and cost efficiency.
• Drive continuous improvement, innovation, and adoption of advanced technologies to enhance efficiency and effectiveness.
• Establish and manage budgets, forecasting needs and ensuring cost-effective management of resources.
• Collaborate closely with other IT and business leaders to align technology strategies with organizational objectives.
  
  

Infrastructure

• Provide strategic leadership and engineering oversight in infrastructure design and architecture, ensuring scalable, secure, and resilient technology solutions that meet current and future business needs.
• Oversee network administration, ensuring robust and secure network infrastructure, including LAN/WAN, VoIP, Call Center, VPN, Wi-Fi, and related connectivity solutions.
• Direct system administration activities, maintaining reliable and secure datacenter, server infrastructure, data storage solutions, virtualization platforms, and cloud services.
• Manage end user computing and infrastructure component inventory, procurement, leasing, and lifecycle management.
• Ensure proper configuration, performance optimization, and security patching of network and system infrastructure components.
• Lead infrastructure-related compliance initiatives, ensuring adherence to regulatory requirements such as HIPAA, HITECH, and other healthcare-specific standards.
  
  

Application Management

• Oversee the support, maintenance, and operational effectiveness of enterprise applications, ensuring system availability, reliability, and performance.
• Establish and enforce application lifecycle management processes, including release management, change control, testing, and deployment.
• Collaborate with application owners, vendors, and stakeholders to manage upgrades, patches, integrations, and enhancements in alignment with business requirements and operational needs.
• Implement and maintain monitoring tools and processes to proactively identify, troubleshoot, and resolve application issues, minimizing operational disruptions.
• Ensure application compliance with regulatory standards and internal IT policies and procedures.
• Identify opportunities for application optimization and innovation to enhance business processes and drive continuous improvement.
• Lead and mentor an application team of in-house, consulting and/or matrixed superuser staff to ensure effective application support, development, and maintenance.
• Ensure all applications have a tested and working disaster recovery plan and business continuity plan.
  
  

Support

• Oversee the organization's IT helpdesk operations, ensuring responsive, efficient, and high-quality support including AI to lower TCO and improve the user experience via self-service automation for end users across multiple locations.
• Implement metrics and reporting to measure helpdesk performance, user satisfaction, and continuous improvement.
• Ensure helpdesk team members are properly trained and equipped to provide effective support and resolution for user issues.
• Foster a customer-focused helpdesk culture, ensuring end-user technology needs are consistently met and exceeded.
  
  

Duties and responsibilities may be added, deleted, and/or changed at the discretion of management.

Skills

• Excellent verbal and written communication skills
• Strong interpersonal skills and ability to work effectively in a team environment
• Group facilitation, mediation, and conflict resolution skills
• Skill in organizing resources and establishing priorities
• Ability to develop, plan, and implement short- and long-range goals
• Ability to analyze complex problems, interprets technical needs (based on operational goals), and develop integrated, creative solutions
  
  

EOE AA M/F/V/Disability

If job posting references any sign-on bonus internal applicants and applicants employed with Telecare in the previous 12 months would not be eligible.