IT Director - Infrastructure & Support

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. 

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