Senior IT Operations Leader

IT Service Delivery & Help Desk

Lead and manage the IT help desk and customer service function, ensuring timely, high-quality support across all staff levels and locations. Establish and enforce SLAs, escalation protocols, and service standards to drive consistent end-user satisfaction. Develop and track key performance indicators (KPIs) for service delivery, including ticket resolution times, first-call resolution rates, and customer satisfaction scores. Foster a service-oriented culture within the IT operations team.

Identity and Access Management, Asset Management & Device Imaging

Oversee identity and access management in alignment with HIPAA and SOC 2 requirements, along with the full lifecycle of IT hardware and software assets from procurement and provisioning through retirement. Maintain a reliable, up-to-date asset inventory across all endpoints, mobile devices, and peripherals, and manage device imaging processes to ensure standardized, secure configurations for all organizational devices. Partner with the CISO to ensure all devices are consistently patched, hardened, and compliant with security policies.

Microsoft M365 & Enterprise Systems

Administer and optimize the Microsoft M365 environment, including Exchange, Teams, SharePoint, OneDrive, and associated applications, ensuring the availability, performance, and security of collaboration and productivity platforms. Manage the enterprise phone system, ensuring reliability, integration with collaboration tools, and ongoing vendor relationships. Oversee JIRA Service Management (JSM) configuration and administration, aligning workflows with ITIL best practices and operational needs.

Mobile Device Management

Own the MDM program, governing the enrollment, configuration, monitoring, and retirement of all mobile and remote devices. Enforce mobile security policies in alignment with CISO-defined standards, including encryption, remote wipe, and access controls. Evaluate and recommend MDM tooling and policy enhancements as the organization scales.

Security Collaboration & Vulnerability Management

Serve as the primary IT Operations partner to the CISO, ensuring operational execution of security directives. Maintain a disciplined patch management program that delivers timely remediation of vulnerabilities across all devices and systems. Participate in security audits, risk assessments, and incident response activities as the operational lead, and ensure all IT operations practices align with HIPAA and applicable regulatory requirements.

Process Excellence, ITIL & Metrics

Establish and institutionalize ITIL-aligned processes for incident, change, problem, and asset management. Define, track, and report on operational metrics that demonstrate effectiveness, efficiency, and continuous improvement, driving a culture of accountability through transparent reporting and data-informed decision-making. Lead change management initiatives associated with new technologies, processes, and organizational growth. Develop documentation standards and ensure the team maintains current runbooks, SOPs, and knowledge base articles.

Team Leadership & Development

Lead, mentor, and develop an IT operations team spanning help desk, asset management, systems administration, and related functions. Manage hiring, performance evaluations, and professional development planning for direct and indirect reports. Build team capacity to support organizational growth, including planning for scale in staffing, tooling, and process, and manage vendor relationships and contracts relevant to IT operations functions.

Project Management

Provide guidance and tracking for improvement and other projects from initiation through closure, ensuring alignment with business objectives and resource constraints. Define project scope, objectives, timelines, and resource requirements; develop detailed project plans with clear deliverables and success criteria; and manage budgets and vendor relationships. Conduct post-implementation reviews and capture lessons learned to drive continuous process improvement across the team.

SOC 2 Compliance & Documentation

Develop and maintain comprehensive SOC 2 documentation, including procedures, job aids, workflows, and evidence of control effectiveness. In alignment with the CISO, ensure IT operations controls map to SOC 2 Trust Service Criteria: Security, Availability, Processing Integrity, Confidentiality, and Privacy.

Required Qualifications:

• 7+ years of progressive experience managing IT operations, preferably within a scaling organization
• Healthcare IT experience, including familiarity with HIPAA and healthcare compliance obligations
• Demonstrated experience managing help desk operations, endpoint and asset management, and enterprise productivity platforms
• Hands-on experience with mobile device management solutions
• Experience administering JIRA Service Management or comparable ITSM platforms
• Experience with SOC 2
• Proven track record building and maturing IT operations metrics, dashboards, and reporting frameworks
• Experience leading organizational or technology change management initiatives
• Deep understanding of IT service management principles and how to operationalize them at scale
• Strong analytical mindset with the ability to define, track, and act on operational metrics
• Excellent communication skills, with the ability to translate technical matters for executive and clinical audiences
• Ability to build trust and collaborative partnerships with the CISO, CIO, and business stakeholders
• Strong organizational and project management capabilities, with the ability to manage multiple priorities in a fast-paced environment
• Demonstrated ability to build, lead, and develop high-performing teams

Preferred Qualifications:

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field; an equivalent combination of education and experience will be considered
• Microsoft M365 administration experience
• ITIL Foundation certification; higher-level ITIL certification (Managing Professional or equivalent) a plus
• Microsoft 365 certifications or comparable credentials
• Familiarity with value-based care or similar healthcare delivery models
• Commitment to continuous improvement and staying current with evolving IT operations practices and technologies

Disclaimer: This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.