VP, IT Operations

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

📋 Description

• Lead and manage the IT help desk and customer service operations, establishing SLAs, escalation protocols, service standards, and service-delivery KPIs.

• Supervise identity and access management, IT hardware and software asset lifecycles, asset inventory, and device imaging.

• Collaborate with the CISO to ensure devices are properly patched, hardened, and compliant with security policies.

• Administer and enhance Microsoft M365, including Exchange, Teams, SharePoint, and OneDrive.

• Oversee the enterprise phone system and vendor relationships.

• Manage the configuration and administration of JIRA Service Management.

• Take ownership of the mobile device management program, encompassing enrollment, configuration, monitoring, retirement, security policies, encryption, remote wipe, and access controls.

• Act as the primary IT Operations partner to the CISO on security directives, patch management, audits, risk assessments, and incident response.

• Establish ITIL-aligned processes for incident, change, problem, and asset management.

• Define, track, and report operational metrics; lead continuous improvement and change management initiatives.

• Maintain runbooks, SOPs, knowledge-base articles, and documentation for SOC 2 controls and evidence.

• Lead, mentor, recruit, evaluate, and develop the IT operations team.

• Plan staffing, tooling, processes, vendor relationships, and contracts to support the organization's growth.

• Guide improvement and technology projects from initiation to closure, including scope, timelines, resources, budgets, deliverables, success criteria, and post-implementation reviews.

• Ensure IT operations controls are in alignment with SOC 2 Trust Service Criteria.

⛳️ Requirements

• Over 7 years of progressive experience managing IT operations, ideally within a scaling organization.

• Experience in healthcare IT, including knowledge of HIPAA and healthcare compliance obligations.

• Proven experience in managing help desk operations, endpoint and asset management, and enterprise productivity platforms.

• Practical experience with mobile device management solutions.

• Experience administering JIRA Service Management or similar ITSM platforms.

• Familiarity with SOC 2 compliance.

• Experience in building and enhancing IT operations metrics, dashboards, and reporting frameworks.

• Proven ability to lead organizational or technology change management initiatives.

• Comprehensive understanding of IT service management principles and the ability to operationalize them at scale.

• Strong analytical skills for defining, tracking, and acting upon operational metrics.

• Excellent communication skills for conveying technical matters to executive and clinical stakeholders.

• Ability to cultivate collaborative partnerships with the CISO, CIO, and business stakeholders.

• Strong organizational and project management skills, with the capability to manage multiple priorities in a dynamic environment.

• Ability to build, lead, and develop high-performing teams.

• A Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field is preferred; a combination of education and experience will be considered.

• Preferred experience in Microsoft M365 administration.

• ITIL Foundation certification is preferred; higher-level ITIL certifications are a plus.

• Preferred Microsoft 365 certifications or comparable credentials.

• Familiarity with value-based care or similar healthcare delivery models is preferred.

• Commitment to continuous improvement and staying updated with evolving IT operations practices and technologies.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and holiday policies.

• Opportunities for professional development and certifications.

• A collaborative and innovative work environment.