IT Director - Infrastructure & Support

IT Director - Infrastructure & Support Job Details

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:

• 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, and 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.
• Oversee incident response and escalation processes to ensure timely resolution.
• Lead post-incident reviews and ensure documentation of lessons learned.
• 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.

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.