IT Director

🔥 0 minutes ago

🌲 North Carolina – Remote

🌲 North Carolina – Remote

⏰ Full Time

🔴 Lead

👔 Director

👻 Ghost score 15%

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Alliance Animal Health

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

📣 Marketing

📦 Logistics

💰 Private Equity Round on 2022-01

Consulting • Marketing • Logistics

Alliance Animal Health is a multi-site business partner to veterinarians across the US. The company supports veterinarians in maintaining their independent practices by providing essential resources and assistance in business operations. This partnership allows veterinarians to benefit from professional marketing, inventory management expertise, purchasing power, recruiting support, and financial resources, while still delivering personalized care. Alliance Animal Health emphasizes a culture of open communication and collaboration, promoting innovation in the veterinary field without compromising medical autonomy.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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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