Associate IT Director

Reasonable accommodations may be made for individuals with disabilities to perform the essential functions of this position.

The Associate IT Director performs a wide range of duties, including, but not limited to the following:

1. Lead and oversee the Help Desk and day-to-day IT service delivery, ensuring timely, professional, and effective support for end users
2. Manage and mentor Help Desk and IT support personnel, including workload distribution, performance, training, and professional development
3. Serve as the primary escalation point for complex end-user and technical support issues
4. Establish and monitor Help Desk processes, SLAs, ticket management, escalation procedures, and service-level metrics
5. Support the IT Director in leading IT operations across infrastructure, service desk, endpoint management, and security
6. Own and continuously improve the Microsoft 365 ecosystem, including Exchange Online, Teams, SharePoint, and OneDrive
7. Support identity and access management strategy across Microsoft Entra ID and Okta
8. Implement and maintain security best practices, including MFA, Conditional Access, device trust, and least-privilege access
9. Oversee endpoint management using Intune, including device compliance, patching, configuration, and hardening
10. Ensure high availability, performance, and resilience of IT systems and services

11. Manage IT vendors, MSPs, and technology partners in coordination with the IT Director

12. Oversee asset lifecycle management across 14 locations, including hardware, software, and licensing
13. Partner with the IT Director and business leaders to align IT services and technology initiatives with organizational goals
14. Assist with the development and execution of IT policies, standards, procedures, and the broader IT roadmap

Microsoft 365 & Identity Responsibilities

1. Microsoft 365 administration, governance, and service optimization
2. Microsoft Entra ID administration and security
3. Okta administration, including SSO integrations, MFA, and lifecycle workflows
4. Identity lifecycle management, including Joiner/Mover/Leaver (JML) processes and provisioning/deprovisioning
5. Role-Based Access Control (RBAC) and privileged identity management (PIM)
6. Security and compliance capabilities, including Microsoft Defender, Purview, DLP, retention, and related controls
7. Email security and threat protection, including Defender for Office 365
8. Microsoft 365 licensing management, optimization, and usage analysis
9. Integration of identity and access controls across SaaS applications and enterprise systems

Help Desk & IT Service Management

1. Serve as the IT leader responsible for the Help Desk function
2. Manage and develop Help Desk staff and establish clear expectations for service delivery
3. Monitor Help Desk KPIs, including ticket volume, response times, resolution times, SLA adherence, and user satisfaction
4. Establish consistent standards for ticket intake, prioritization, escalation, resolution, and documentation
5. Identify recurring issues and implement improvements to reduce ticket volume and improve the end-user experience
6. Develop and maintain IT knowledge base resources, user documentation, and support procedures
7. Ensure onboarding, offboarding, and access requests are completed accurately and securely
8. Promote a customer-service-oriented culture across the IT support function
9. Evaluate opportunities for automation, self-service, and improved IT service delivery
10. Provide regular Help Desk and service delivery reporting to the IT Director

Reasonable accommodations may be made for individuals with disabilities to perform the essential functions of this position.

Minimum Education/Certification(s): Bachelor’s degree in information technology, Computer Science, Information Systems, Cybersecurity, or a related field preferred; an equivalent combination of education, certifications, and relevant professional experience may be considered. Minimum Work Experience:

• Minimum five (5) years of progressive IT experience, with increasing responsibility in IT operations or service delivery
• Experience leading or managing a Help Desk, service desk, or IT support function
• Demonstrated experience administering Microsoft 365 environments

• Strong experience with Microsoft Entra ID and identity/access management

• Okta experience, strongly preferred

• Strong understanding of MFA, Conditional Access, endpoint security, and least-privilege access* Experience with Intune and endpoint management
• Understanding of modern security frameworks and practices, including Zero Trust, NIST, CIS, SOC 2, or ISO 27001
• Experience operating in hybrid environments involving cloud and on-premises Active Directory
• Proven ability to manage vendors and technology partners
• Strong troubleshooting, problem-solving, and escalation-management skills
• Strong communication skills with the ability to work effectively with technical teams, end users, and executive leadership
• Experience supporting a multi-site organization, * Relevant industry certifications preferred, such as CompTIA A+, CompTIA Security+, or Microsoft certifications including MS-900, MD-102, SC-200, or SC-300. Candidates are not expected to hold all certifications; demonstrated interest in professional development and a willingness to pursue relevant certifications and formal training are valued.
• Okta Administrator or Professional certification
• Experience with PowerShell, Microsoft Graph API, or other automation tools
• Familiarity with SIEM/SOAR platforms such as Microsoft Sentinel
• Experience with ITSM frameworks and ITIL practices
• Exposure to compliance audits, including SOC 2 or ISO 27001
• Experience implementing or improving IT service management platforms

Other Requirements: Valid New Jersey State driver’s license and reliable transportation. This position requires frequent travel throughout the organization’s service area, which includes locations across the entire State of New Jersey.

Our Commitment To Health Equity, Diversity, And Inclusion At PPNCSNJ, our “Care. No Matter What” values extend far beyond our health center doors. We’re passionate about uplifting diversity, equity, and inclusion across every aspect of our organization. This work includes building an environment where every employee can flourish, every patient can thrive, and every community can achieve its full health potential. We strive to make equity-centered decisions that empower our employees, patients, and volunteers to be their whole selves. These efforts are an ongoing journey, and on our best days, we remain committed to challenging ourselves to do better. Note For Applicants As we prioritize equity in our health care practices, we are equally committed to these values in our workplace culture. If you’re excited about this opportunity but don’t meet every qualification, we encourage you to apply. You may be a great fit for this role or others, and we value differing perspectives in our commitment to being an inclusive health care provider and workplace. PPNCSNJ is an Equal Opportunity Employer.