IT Director - Infrastructure & Support Job Details Position Type Full Time Job Shift Day Description Job Summary: As an IT Director, you will be responsible for overseeing the company's entire IT infrastructure, managing a team of IT professionals, and ensuring the effective and efficient operation of all IT systems and services. The ideal candidate will have a strong background in IT management, exceptional leadership skills, and a proven track record of successfully implementing IT strategies aligned with business objectives. Supervisory Responsibilities: This position oversees IT roles Duties/Responsibilities: + Team Leadership & Management + Supervise and mentor a team of 6 server and desktop engineers and a considerable number of vendor team members. + Foster a culture of accountability, continuous improvement, and customer service excellence. + Conduct regular performance reviews and provide coaching and development opportunities. + Develop and execute IT strategies and initiatives that align with the organization's goals and objectives. + Establish and enforce IT policies, procedures, and standards to ensure compliance with relevant regulations and best practices . + Vendor & Service Management + Manage a $2M/year Managed Service Arrangement (MSA), ensuring vendor performance aligns with contractual obligations and service level agreements (SLAs). + Serve as the primary liaison between internal stakeholders and several external service providers. + Develop and monitor IT budgets, controlling costs and optimizing resource allocation. + ​​​​​​​ Operational Excellence + ​​​​​​​ Establish and manage key performance metrics including: + ​​​​​​​ Mean Time to Repair (MTTR) + Available System Time + Help Desk Ticket Closure within SLA + Ticket reduction + Drive root cause analysis (RCA) for recurring incidents and implement corrective actions. + Develop methods and solutions to provide 24x7x365 availability to pharmacies. + Maintain and enhance the IT service catalog to ensure clarity and alignment with business needs. + Oversee the design, implementation, and maintenance of the company's IT infrastructure, including networks, servers, databases, and applications. + Infrastructure Enhancements and Optimization + Oversee an Azure environment running Commercial Off The Shelf (COTS), semi-custom, and fully bespoke applications. + Migrate on premise servers to cloud. + Advise on multi-site, multi-zone, and localized architectures to provide continuous availability. + Network design and optimization activities. + Telephony and call routing management leadership and guidance for supporting team members. + Incident & Problem Management + ​​​​​​​ Oversee incident response and escalation processes to ensure timely resolution. + Lead post-incident reviews and ensure documentation of lessons learned. + Process Improvement + Optimize Azure Cloud utilization and expense. + Identify and implement process improvements to enhance system uptime and user satisfaction. + Collaborate with cross-functional teams to align IT support with business objectives. + Implement advanced monitoring / telemetry tools. Evaluate and recommend new technologies, tools, and systems to improve the efficiency and effectiveness of IT operations. Qualifications Required Skills/Abilities: + Actively engaged with a bias for action. + Vendor and Managed Services Partner (MSP) management. + Incident management coordination through resolution. + Strong knowledge of IT infrastructure, systems, and security principles. + Demonstrated ability to develop and execute strategic IT plans that align with business objectives. + Excellent leadership and people management skills, with the ability to motivate and inspire a team. + Strong analytical and problem-solving abilities, with a focus on innovation and continuous improvement. + Exceptional communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organization. + Proven track record of successfully managing large-scale IT projects and delivering results on time and within budget. + Knowledge of relevant regulatory requirements and best practices in IT governance and compliance. + Up to 25% travel required. Preferred Skills/Abilities: + SQL monitoring and basic query writing + Advanced Monitoring Tools (e.g. Dynatrace, Data Dog, Application Dynamics) + Pharmacy system support (e.g. Softwriters Frameworks, Red Sail PioneerRx) + Batch scripting writing skills + Networking and SD-WAN management + Telephony and IP Phone Systems configuration knowledge QUALIFICATIONS/COMPETENCIES To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION and/or EXPERIENCE: + Bachelor's degree in Computer Science, Information Technology, or a related field. A master's degree is a plus. + Proven experience in a senior IT leadership role, with a minimum of 10 years of relevant experience. + Process Improvement Certification (e.g. 6 Sigma) preferred + Support Framework Certification (e.g. ITIL, ISO9000) preferred