IT Director

🕒 Outubro 29

🌲 North Carolina – Remoto

🌲 North Carolina – Remote

⏰ Tempo Integral

🔴 Especialista

👔 Diretor

👻 Score fantasma 13%

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• Aberta há 14 dias.
• Sem salário divulgado.

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Alliance Animal Health

SiteLinkedInTodas as Vagas

51 - 200 funcionários

💼 Consultoria

📣 Marketing

📦 Logística

💰 Private Equity Round em 2022-01

Consulting • Marketing • Logistics

A Alliance Animal Health é uma parceira de negócios com atuação em múltiplas unidades para veterinários em todo os Estados Unidos. A empresa apoia os veterinários na manutenção de suas clínicas independentes, oferecendo recursos essenciais e suporte para a gestão das operações. Essa parceria permite que os veterinários tenham acesso a marketing profissional, expertise em gestão de estoque, maior poder de compra, suporte para recrutamento e recursos financeiros, sem abrir mão de um atendimento personalizado. A Alliance Animal Health valoriza uma cultura de comunicação aberta e colaboração, promovendo a inovação na área veterinária sem comprometer a autonomia médica.

Descrição

• Lead day-to-day IT service delivery across Alliance Animal Health’s national hospital network • Provide leadership and direction for internal IT support resources and the co-managed IT service model • Monitor ticket queues, escalations, service levels, response times, resolution performance, customer satisfaction, and recurring support trends • Serve as a senior escalation resource and troubleshoot complex technical issues • Establish and improve support processes, escalation procedures, documentation standards, and service expectations • Partner with hospital and Operations leadership to address technology challenges and recurring issues • Lead the organization’s co-managed IT partnership and manage the managed service provider relationship • Hold vendors accountable to contractual commitments, service-level expectations, reporting requirements, and customer satisfaction objectives • Lead service reviews and operational governance meetings • Build relationships with Practice Managers, Regional Directors, Regional Managers, Operations leadership, and corporate stakeholders • Monitor CSAT and develop improvement plans • Lead and coordinate IT initiatives from planning through implementation and operational handoff • Manage projects involving hospital onboarding, network standardization, infrastructure modernization, hardware replacement, Microsoft 365, cybersecurity, endpoint management, application migrations, vendor transitions, and technology policy improvements • Communicate project status, risks, decisions, dependencies, and outcomes to Technology and business leadership • Create repeatable deployment playbooks and standards • Own IT operational reporting and establish service delivery KPIs • Create monthly, quarterly, and annual IT performance reports • Analyze ticket volumes, response and resolution times, escalations, CSAT, after-hours activity, hospital support trends, vendor performance, and recurring incidents • Provide actionable technology updates to senior leadership • Maintain working knowledge of the technology environment and provide technical leadership • Troubleshoot endpoints, networking, Microsoft 365, authentication, cloud services, and hospital technology • Mentor Systems Administrators and internal technology resources • Collaborate with MSP engineering teams on infrastructure, network, security, and cloud issues • Maintain technology standards, documentation, architecture information, asset visibility, processes, and inventories • Balance hands-on technical involvement with leadership responsibilities

🎯 Requisitos

• Bachelor’s degree from an accredited four-year institution in Information Technology, Information Systems, Information Technology Management, Computer Science, or a related field • 8+ years of progressive professional experience in IT support, systems administration, infrastructure, service delivery, or technical operations • 3+ years of IT leadership, service delivery leadership, or technology team management experience • Experience leading IT operations within a multi-site or distributed organization • Experience managing an MSP, technology service provider, or co-managed IT relationship • Strong project management experience involving multiple stakeholders and vendors • Advanced, hands-on experience administering Microsoft 365 environments • Strong technical knowledge of Microsoft 365, Entra ID, Microsoft Intune, Exchange Online, Microsoft Teams, SharePoint Online, endpoint management, identity and access management, conditional access, and security and compliance • Working knowledge of networking fundamentals including firewalls, switches, wireless access points, VPNs, DNS, DHCP, and internet connectivity • Experience with IT service management, ticketing systems, remote monitoring and management platforms, endpoint management, and remote support technologies • Ability to manage service metrics, reporting, SLAs, escalations, and customer satisfaction programs • Strong troubleshooting and analytical skills • Exceptional customer service, relationship management, and interpersonal skills • Strong written and verbal communication skills • Ability to manage multiple priorities, projects, vendors, and operational responsibilities in a fast-paced environment • Ability to operate within a fully remote organization and lead geographically distributed resources • Ability to travel periodically as business and project requirements dictate • Veterinary or animal health technology experience strongly preferred • Experience supporting veterinary hospitals, animal health organizations, or other clinical environments preferred • Experience supporting 1,000+ users and/or 100+ geographically distributed locations preferred • Experience designing or operating a co-managed IT support model preferred • Experience leading technology integration for newly acquired or newly onboarded locations preferred • Strong understanding of cybersecurity operations, including EDR/MDR, SIEM, vulnerability management, security awareness, identity protection, and incident response preferred • Experience with ConnectWise, NinjaOne, Auvik, Liongard, Huntress, Microsoft Defender, and IT documentation and knowledge management platforms preferred • Experience supporting specialized veterinary or healthcare technologies preferred • Formal project management experience or certification such as PMP, CAPM, or equivalent demonstrated experience preferred • ITIL Foundation or other IT service management certification preferred • Relevant Microsoft certifications preferred

🏖️ Benefícios

• Bonus opportunity • Health benefits • Paid time off • Professional development opportunities • Fully remote work arrangement • Meaningful impact across a rapidly growing organization

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