IT Director

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Oversee the daily IT service delivery for Alliance Animal Health’s nationwide hospital network.

• Provide leadership and direction for internal IT support teams and manage the co-managed IT service model.

• Monitor ticket queues, escalations, service levels, response times, resolution performance, customer satisfaction, and recurring support trends.

• Act as a senior escalation resource and resolve complex technical issues.

• Establish and enhance support processes, escalation protocols, documentation standards, and service expectations.

• Collaborate with hospital and Operations leadership to address technological challenges and recurring problems.

• Oversee the organization’s co-managed IT partnership and manage relationships with the managed service provider.

• Hold vendors accountable for meeting contractual obligations, service-level expectations, reporting requirements, and customer satisfaction goals.

• Conduct service reviews and operational governance meetings.

• Build relationships with Practice Managers, Regional Directors, Regional Managers, Operations leadership, and corporate stakeholders.

• Monitor customer satisfaction and develop improvement strategies.

• Lead and coordinate IT initiatives from planning stages through implementation and operational handoff.

• Manage projects related to hospital onboarding, network standardization, infrastructure modernization, hardware upgrades, Microsoft 365, cybersecurity, endpoint management, application migrations, vendor transitions, and enhancements to technology policies.

• Communicate project status, risks, decisions, dependencies, and outcomes to Technology and business leadership.

• Create standard deployment playbooks and procedures.

• Own IT operational reporting and establish service delivery key performance indicators (KPIs).

• Generate monthly, quarterly, and annual IT performance reports.

• Analyze ticket volumes, response and resolution times, escalations, customer satisfaction, after-hours activities, hospital support trends, vendor performance, and recurring incidents.

• Provide actionable technology updates to senior leadership.

• Maintain a working knowledge of the technology environment and offer technical leadership.

• Troubleshoot issues related to endpoints, networking, Microsoft 365, authentication, cloud services, and hospital technology.

• Mentor Systems Administrators and internal technology personnel.

• Collaborate with MSP engineering teams on infrastructure, network, security, and cloud-related issues.

• Maintain technology standards, documentation, architecture information, asset visibility, processes, and inventories.

• Balance hands-on technical involvement with leadership duties.

⛳️ Requirements

• Bachelor’s degree from an accredited four-year institution in Information Technology, Information Systems, Information Technology Management, Computer Science, or a related field.

• 8+ years of progressive professional experience in IT support, systems administration, infrastructure, service delivery, or technical operations.

• 3+ years of IT leadership, service delivery leadership, or technology team management experience.

• Experience leading IT operations within a multi-site or distributed organization.

• Experience managing a managed service provider, technology service provider, or co-managed IT relationship.

• Strong project management experience involving multiple stakeholders and vendors.

• Advanced, hands-on experience administering Microsoft 365 environments.

• Strong technical knowledge of Microsoft 365, Entra ID, Microsoft Intune, Exchange Online, Microsoft Teams, SharePoint Online, endpoint management, identity and access management, conditional access, and security and compliance.

• Working knowledge of networking fundamentals, including firewalls, switches, wireless access points, VPNs, DNS, DHCP, and internet connectivity.

• Experience with IT service management, ticketing systems, remote monitoring and management platforms, endpoint management, and remote support technologies.

• Ability to manage service metrics, reporting, service level agreements (SLAs), escalations, and customer satisfaction initiatives.

• Strong troubleshooting and analytical skills.

• Exceptional customer service, relationship management, and interpersonal skills.

• Strong written and verbal communication abilities.

• Capability to manage multiple priorities, projects, vendors, and operational responsibilities in a fast-paced environment.

• Ability to operate within a fully remote organization and lead geographically distributed teams.

• Willingness to travel periodically as business and project needs arise.

• Veterinary or animal health technology experience preferred.

• Experience supporting veterinary hospitals, animal health organizations, or other clinical environments preferred.

• Experience supporting 1,000+ users and/or 100+ geographically distributed locations preferred.

• Experience designing or operating a co-managed IT support model preferred.

• Experience leading technology integration for newly acquired or onboarded locations preferred.

• Strong understanding of cybersecurity operations, including EDR/MDR, SIEM, vulnerability management, security awareness, identity protection, and incident response preferred.

• Experience with ConnectWise, NinjaOne, Auvik, Liongard, Huntress, Microsoft Defender, and IT documentation and knowledge management platforms preferred.

• Experience supporting specialized veterinary or healthcare technologies preferred.

• Formal project management experience or certification such as PMP, CAPM, or equivalent demonstrated experience preferred.

• ITIL Foundation or other IT service management certification preferred.

• Relevant Microsoft certifications preferred.

🏝️ Benefits

• Bonus opportunity.

• Health benefits.

• Paid time off.

• Professional development opportunities.

• Fully remote work arrangement.

• Meaningful impact across a rapidly growing organization.