IT Manager - Infrastructure & Operations

We are seeking a highly experienced and hands-on Manager of Technology to lead and scale the technology organization of a rapidly growing diagnostic laboratory platform. This is a senior leadership role with full accountability for technology strategy, infrastructure, software development, cybersecurity, data management, and customer-facing technology solutions.

The Manager of Technology will serve as the critical bridge between business operations and technology - ensuring that all systems, applications, and support services drive operational excellence, customer satisfaction, and sustainable business growth. The successful candidate will bring deep enterprise IT leadership expertise combined with a proven ability to build, train, and manage high-performing offshore technology teams.

Experience within diagnostic or clinical laboratories is highly preferred. Candidates with leadership backgrounds in healthcare technology, SaaS, logistics, financial services, or other highly regulated industries will also be considered.

KEY AREAS OF RESPONSIBILITY

1. IT Service Management & Technical Support

• Lead all internal and external technology support operations across the organization.
• Oversee help desk teams supporting employees, clients, physicians, and laboratory end users.
• Ensure timely resolution of technical issues - including password resets, account provisioning, device deployment, workstation setup, and system access requests.
• Establish KPI-driven support processes and continuously improve customer satisfaction metrics.
• Implement ITIL-based service management processes and service-level agreements (SLAs).
• Manage full asset lifecycle: procurement, imaging, deployment, inventory tracking, and retirement of IT equipment.
• Build and maintain support metrics dashboards to measure performance and drive accountability.
• Oversee all onboarding and offboarding technology processes.

2. Infrastructure, Security & Technology Operations

• Lead enterprise infrastructure including networks, servers, cloud platforms, virtualization, storage, and disaster recovery systems.
• Ensure high availability, scalability, performance, and security across all technology systems.
• Oversee laboratory interfaces, customer reporting platforms, and business-critical technology environments.
• Drive rapid response and resolution of infrastructure, connectivity, and integration issues impacting customers and operations.
• Own cybersecurity strategy - including vulnerability management, endpoint protection, access controls, and security monitoring.
• Ensure full HIPAA compliance and adherence to applicable healthcare security standards.
• Develop and maintain business continuity and disaster recovery plans.
• Lead cloud transformation, technology modernization, and standardization initiatives.
• Manage strategic vendor relationships: telecom providers, cloud platforms, infrastructure partners, and managed service providers.

3. Software Development, Data & Integration Services

• Oversee development, support, and maintenance of proprietary applications, customer portals, and reporting systems.
• Lead software development teams responsible for custom applications, feature enhancements, and new technology initiatives.
• Direct laboratory system integrations including HL7 interfaces, EHR connectivity, and third-party platform integrations.
• Manage full application lifecycle: software architecture, DevOps, release management, and quality assurance.
• Establish data governance, analytics, and business intelligence strategies that support operational decision-making.
• Drive automation, AI adoption, workflow optimization, and digital transformation initiatives.
• Lead software modernization efforts and ongoing maintenance of existing business applications.

4. Offshore Team Leadership

• Manage and coordinate offshore technology teams spanning software development, QA, data services, technical support, infrastructure, cybersecurity, and project delivery.
• Recruit, onboard, train, mentor, and develop offshore technology personnel.
• Establish standardized training programs, knowledge transfer frameworks, and documentation standards.
• Build scalable offshore delivery capabilities that maintain quality, security, and service levels as the organization grows.
• Establish clear accountability structures, performance metrics, communication frameworks, and career development programs for offshore staff.
• Drive cost-effective technology delivery through an optimized onsite/offshore operating model.
• Create succession plans and cross-training initiatives to reduce key-person dependency and improve organizational resilience.

5. Strategic Technology Leadership

• Develop and execute the organization's multi-year technology roadmap aligned to business strategy.
• Partner with executive leadership to support growth initiatives, acquisitions, integrations, and operational improvements.
• Evaluate emerging technologies and recommend strategic investments that improve efficiency, customer experience, and scalability.
• Participate in acquisition due diligence, technology assessments, and post-acquisition integration planning.
• Build, mentor, and develop high-performing technology leadership teams at all levels.
• Drive a culture of continuous improvement, innovation, and operational excellence across all technology functions.

LEADERSHIP SCOPE

The Manager of Technology will have direct or indirect oversight of the following functions:

• IT Service Desk & End User Support * Data & Analytics

• Technical Support & Customer Technology Services * Business Intelligence & Reporting

• Infrastructure & Network Operations * Integration Services (HL7, EHR, LIS)

• Systems Administration * Project Management & Business Analysis

• Cybersecurity & Compliance * Vendor Management, * Service desk responsiveness, ticket resolution times, and customer satisfaction scores

• Cybersecurity posture, compliance performance, and zero critical breach incidents

• On-time, on-budget delivery of development, infrastructure, and integration projects

• Offshore team productivity, training effectiveness, quality metrics, and team scalability

• Measurable improvement in automation coverage, process efficiency, and operational performance

• Cost optimization, technology ROI, and budget adherence

• Successful and seamless integration of acquired businesses and technology platforms

Do you have experience in Virtualization tools?, Do you have a Master's degree?, * Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.

• 12+ years of progressive technology leadership experience.
• 5+ years leading multi-functional technology organizations.
• Demonstrated experience managing infrastructure, support, development, cybersecurity, and data teams simultaneously.
• Proven track record of building, training, mentoring, and managing offshore technology teams.
• Experience managing customer-facing support organizations with measurable SLA performance.
• Strong vendor management, contract negotiation, and IT budgeting experience.
• Excellent communication, leadership, and executive stakeholder management skills.
• Ability to thrive in a fast-paced, growth-oriented, and acquisition-driven environment.

Technical competencies required across:

• Enterprise Networking * Disaster Recovery & Business Continuity

• Cloud Platforms (AWS / Azure / GCP) * Software Development Lifecycle (SDLC)

• Virtualization Technologies * Agile & DevOps Methodologies

• Cybersecurity Frameworks * IT Service Management (ITIL), * Experience within diagnostic laboratories, clinical laboratories, or healthcare technology environments - strongly preferred.

• Knowledge of LIS platforms, HL7 integrations, EHR connectivity, and healthcare interoperability standards.

• Hands-on experience supporting HIPAA-regulated environments and healthcare compliance frameworks.

• Background in building, scaling, and managing offshore technology organizations from the ground up.

• Experience supporting acquisitions and leading post-acquisition technology integration efforts.

• Familiarity with AI, automation, advanced analytics, and cloud-native modernization initiatives.

• Master's degree in a relevant technical or business field is preferred.

Pulled from the full job description

• Vision insurance
• Dental insurance, Base Salary $100,000 - $120,000 annually, commensurate with experience

Employment Type Full-Time, Direct Hire

Work Location Onsite - Rhode Island (initial requirement)

Remote Eligibility Remote work may be approved following onboarding, subject to management discretion and business needs

Benefits Comprehensive benefits package including health, dental, vision) - details provided during offer stage, * Dental insurance