Vice President, Infrastructure Services

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

📋 Description

• Take ownership of the strategy, execution, and ongoing enhancement of enterprise infrastructure and end-user technology services.

• Ensure dependable, scalable, and cost-efficient operations that facilitate business continuity within a healthcare call center setting.

• Supervise five teams concentrating on Production Infrastructure, Telephony, Commercial Off-The-Shelf (COTS) support, End-user technology and support, and Project Management Office.

• Spearhead the transition from reactive to proactive support strategies.

• Promote metrics-driven service management practices.

• Design and implement a phased migration from colocation infrastructure to secure hybrid/cloud solutions.

• Modernize and expand telephony technologies.

• Integrate AI and automation technologies to enhance resilience and operational efficiency.

• Collaborate closely with business and technology leaders to ensure infrastructure alignment with corporate objectives.

• Define and implement the enterprise infrastructure strategy in alignment with business goals.

• Lead and nurture multi-disciplinary teams, promoting accountability, innovation, and a culture of service excellence.

• Develop leadership capabilities and enhance organizational proficiency in automation, platform engineering, and data-driven operations.

• Oversee the design, implementation, and management of core infrastructure—including servers, storage, cloud platforms, telephony, and end-user computing—ensuring high availability, performance, and reliability.

• Direct end-user technology services, covering device lifecycle management and service desk operations.

• Manage incident, problem, and change management with an emphasis on root-cause analysis and operational stability.

• Own the solution design for infrastructure and workplace technology, converting business requirements into scalable and supportable architectures.

• Define and implement migration strategies (rehost, replatform, refactor, retire) with clear governance and alignment to business cases.

• Propel the transition to proactive service management through monitoring, automation, and preventive maintenance.

• Establish service levels, KPIs, and operational reporting to enhance performance and user experience.

• Identify, prioritize, and operationalize AI use cases throughout infrastructure and service operations.

⛳️ Requirements

• Bachelor's degree in IT, Computer Science, Engineering, or a related discipline; advanced degree preferred.

• Over 10 years of progressive leadership experience in IT infrastructure and service operations, encompassing enterprise infrastructure, end-user computing, and service desk functions.

• Proven track record of driving operational transformation and enhancing service maturity.

• Strong skills in financial management, vendor oversight, communication, and stakeholder engagement.

• In-depth knowledge of hybrid/cloud platforms, endpoint management, and ITSM practices.

• Direct experience leading cloud migration across legacy and hybrid environments is preferred.

• Familiarity with large-scale telephony infrastructure in a call center setting is preferred.

• Experience with automation, analytics, or AI-driven operations is preferred.

• Experience in healthcare or other regulated environments is preferred.

🏝️ Benefits

• Supportive, progressive, and dynamic work environment.

• Competitive salary structure.

• Matching 401(k) with immediate vesting.

• Comprehensive medical, dental, vision, life, and short-term disability insurance.