Director of IT Operations - Information Systems

Qualifications:

Required: Bachelor’s degree in Information Technology, Computer Science, or a related field. Minimum of five years of progressive experience in IT operations or infrastructure support, with at least three years in formal leadership or supervisory roles. Demonstrated success managing IT service delivery, operational teams, and technology support functions in a complex environment. Healthcare experience required.

Strong working knowledge of ITIL principles and operational best practices, including incident, change, and problem management. Proven ability to lead teams through high-pressure situations, prioritize operational demand, and drive measurable improvements in service quality. Excellent communication and interpersonal skills with the ability to collaborate effectively across clinical, business, and administrative environments.

Typical Physical/Mental Demands:

Requires strong concentration, analytical problem-solving abilities, and comfort managing multiple operational priorities in high-demand environments. Moderate physical effort required at times (up to ten pounds). Must demonstrate professionalism, resilience, and effective communication in fast-paced or escalated situations.

Essential Job Functions:

Operational Leadership & Execution

• Leads day-to-day IT operations, ensuring reliable delivery of end-user support, infrastructure services, and business application performance.
• Develops, implements, and maintains operational standards, procedures, and workflows to support consistent service delivery across the organization.
• Creates visibility into operational performance through dashboards, KPIs, and regular service review cycles.

Team Development & Performance Management

• Leads, coaches, and manages IT managers, supervisors, and staff, establishing clear expectations for performance, professional conduct, and service excellence.
• Conducts regular check-ins, performance reviews, promotes skill development, and builds succession depth across operational teams.
  
  

Service Delivery & Incident Management

• Ensures high-quality service delivery through ITIL-based processes, including incident, request, change, and problem management.
• Oversees major incident response, ensuring timely communication, clear escalation paths, and coordinated technical resolution.
• Establishes feedback loops with clinical, administrative, and business leaders to continuously improve service responsiveness.
  
  

Infrastructure Reliability & Operations

• Oversees maintenance, monitoring, and operational readiness of servers, networks, storage, and related infrastructure systems.
• Ensures proactive capacity planning, patching, backup, and disaster recovery procedures are in place and executed consistently.
  
  

Application & Third-Party Support

• Manages operational support for assigned enterprise, departmental, and third-party clinical/business applications.
• Ensures application incidents, updates, and vendor escalations are handled efficiently and consistently.
  
  

Epic Operational Support

• Oversees Epic-related operational support activities, ensuring effective ticket management, issue resolution, workflow coordination, and communication with clinical and business teams.
• Partners with Epic Community Connect provider to streamline operational processes that depend on provider site.

Budget Oversight & Resource Planning

• Partners with the CIO to develop, manage, and optimize the IT operations budget, including staffing, contracts, maintenance agreements, and hardware lifecycles.
• Provides recommendations to CIO for resource allocation, staffing adjustments, and operational investments.
  
  

Vendor & Contract Management

• Oversees day-to-day vendor relationships for operational technologies, ensuring adherence to service-level agreements and contract commitments.
• Reviews vendor performance and coordinates operational escalations as needed.
  
  

Compliance, Security & Risk Controls

• Ensures operational adherence to HIPAA, Joint Commission, and other regulatory standards.
• Partners closely with Cybersecurity leadership to ensure patching, access, system hardening, device management, and operational controls are consistently implemented.
  
  

Project Coordination & Implementation

• Collaborates with the Project Management Office (PMO) to support planning and execution of operational IT projects.
• Ensures operational readiness for new systems, upgrades, or changes, including testing, communication, and deployment planning.
• Assists in the execution and continuous improvement of IT Governance process.
  
  

Salary is dependent upon experience