IT Director

The Director of Information Technology (Director, IT) directs all IT efforts for Reliable Healthcare Logistics, overseeing organization-wide software and hardware operations while serving as the primary IT liaison for internal leaders, customers, and vendors. This role is accountable for stable day-to-day technology service delivery and for enabling customer system connectivity, including EDI and other system-to-system data exchange that supports straight-through processing.

The Director, IT creates value by maintaining reliable connectivity between customer and internal systems, managing vendor performance and escalations, and ensuring timely resolution of issues that impact operations and customer commitments. The role leads a lean IT function by managing one full-time IT employee and coordinating outside consultants, while maintaining practical controls for access, support responsiveness, documentation, and service continuity.

REPORTING RELATIONSHIPS:

Reports directly to the CFO and works closely with:

Collaborate with Operations Leadership to maintain reliable systems that support daily logistics, partner with Client Services and Sales to ensure seamless technical onboarding for new customers, coordinate with customers’ IT departments on integrations, connectivity, testing, and troubleshooting, and work closely with the Quality Department to support compliance and continuous operational improvement., IT Operations Oversight

· Direct day-to-day IT operations across software and hardware to maintain stable, secure, and responsive technology services.

· Establish support intake and triage practices using an ITSM or ticketing workflow to track issues through resolution.

· Provide escalation ownership for complex incidents affecting operations, customer connectivity, or critical business applications.

· Maintain core IT documentation including system inventories, vendor contacts, and integration runbooks to support repeatable execution.

· Develop a comprehensive budget

Customer Connectivity and EDI Enablement

· Lead EDI connectivity and system-to-system data exchange setup to support straight-through processing and contract performance expectations.

· Coordinate customer integration testing, cutover planning, and post go-live stabilization to reduce transmission failures and rework.

· Troubleshoot data exchange issues using practical triage across EDI, SFTP/AS2, and related connectivity methods as applicable.

· Maintain trading partner connectivity records and technical requirements documentation to support consistent onboarding and support.

Vendor and Contract Management

· Manage relationships with software vendors, EDI vendors, communication vendors, and internet vendors to ensure service reliability.

· Monitor vendor SLAs and drive escalations to restore service quickly when outages or performance issues occur.

· Coordinate renewals and cost controls with the CFO to support budget discipline and service continuity.

· Maintain vendor contact paths and service review cadence to reduce recurring issues and improve responsiveness.

· Experience overseeing a managed service provider

Team and Consultant Leadership

· Manage and develop the internal IT employee through clear priorities, workload planning, and quality expectations.

· Direct outside consultants by defining scope, timelines, and deliverables aligned to operational needs and integration commitments.

· Review work output from consultants for completeness, documentation, and operational readiness before changes go live.

· Set practical standards for issue ownership and follow-through to ensure consistent service delivery with limited resources.

Security, Access, and Continuity Basics

· Maintain access management practices including provisioning, deprovisioning, and MFA expectations appropriate for customer requirements.

· Oversee endpoint security, patching, and backup practices with consultants as needed to reduce avoidable risk and downtime.

· Ensure backup monitoring and periodic restore testing are performed for critical systems and integrations.

· Maintain basic incident response readiness and communication practices for security or service-impacting events.

CROSS-FUNCTIONAL INTERFACES:

Collaborate with the Director of Operations to communicate incident updates and restoration timelines, support the Director of Client Services and Sales by providing technical guidance for new customer onboarding, coordinate with customers’ IT departments on integrations, testing, and issue resolution, and partner with the Quality Department to ensure reliable, compliant technology solutions that support business operations.

· Bachelor’s degree in Information Technology, Computer Science, MIS, or related field, or equivalent practical experience

· Progressive IT experience in operations and vendor-supported environments, typically 7 to 10+ years with 2 to 4+ years leading people or consultants

· Experience supporting B2B integrations such as EDI and/or SFTP/AS2 or API-based data exchange in a customer-facing environment

Preferred:

· Experience managing IT in logistics, 3PL, or healthcare-adjacent operations with customer onboarding and connectivity requirements

· Exposure to customer security questionnaires or audit-style assessments aligned to regulated or healthcare-adjacent expectations

· Experience operating in a Microsoft 365-centric environment and coordinating SaaS vendor performance and escalations

CERTIFICATIONS & SKILLS:

Required:

· Comfort with ITSM or ticketing workflows and integration runbooks to manage intake, prioritization, and closure with clear documentation

· Ability to manage vendors and consultants with clear scope, SLA expectations, and escalation discipline

· Strong communication skills in customer-facing IT discussions, including explaining issues, timelines, and testing requirements in practical terms

Preferred:

· Familiarity with healthcare logistics service expectations and the operational impact of integration failures on SLA performance

· Familiarity with logistics platforms, WMS and ERP

· Basic understanding of security hygiene practices including MFA, least privilege, patching, and backup verification in lean IT environments

SUCCESS FACTORS:

· Reliable customer connectivity reflected by stable EDI and system-to-system data exchange with minimal failed transmissions

· Strong onboarding readiness reflected by timely completion of integration requirements, testing, and go-live coordination

· Timely issue resolution reflected by responsive acknowledgement and restoration for incidents impacting operations or customer integrations

· Accurate documentation reflected by current runbooks, inventories, and vendor escalation paths that support repeatable support and onboarding

· Consistent process adherence reflected by tracked tickets, clear ownership, and controlled changes for critical systems and integrations

PHYSICAL DEMANDS:

· Ability to perform sustained computer-based work for the majority of the workday, including monitoring, documentation, and vendor coordination.

· Ability to sit or remain in a stationary position for extended periods with periodic movement during the workday.

· Ability to communicate effectively via phone, video meetings, and written channels for customer and vendor coordination.

$125,000 - $160,000 a year 401(k), Health insurance, Retirement plan, Paid time off, Vision insurance, Dental insurance Permanent, Full-time Boca Raton, FL 33487, * 401(k)

• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance