VP, IT Operations

We are seeking a senior technology leader responsible for the reliable, secure, and scalable delivery of IT services across the organization. This role owns the full spectrum of day-to-day IT operations - from the help desk and end-user support to enterprise systems, mobile device management, and communication infrastructure. Reporting directly to the Chief Information Officer, this leader partners closely with the Chief Information Security Officer to ensure all devices and systems meet security and compliance requirements.

This person must be a process-driven leader who builds and sustains high-performing teams, implements ITIL-aligned frameworks, and uses metrics to drive continuous improvement. This is a role for someone ready to take IT operations to the next level: establishing repeatable, measurable processes and building the foundation for a scaling healthcare organization., IT Service Delivery & Help Desk

Lead and manage the IT help desk and customer service function, ensuring timely, high-quality support across all staff levels and locations. Establish and enforce SLAs, escalation protocols, and service standards to drive consistent end-user satisfaction. Develop and track key performance indicators (KPIs) for service delivery, including ticket resolution times, first-call resolution rates, and customer satisfaction scores. Foster a service-oriented culture within the IT operations team., Oversee identity and access management in alignment with HIPAA and SOC 2 requirements, along with the full lifecycle of IT hardware and software assets from procurement and provisioning through retirement. Maintain a reliable, up-to-date asset inventory across all endpoints, mobile devices, and peripherals, and manage device imaging processes to ensure standardized, secure configurations for all organizational devices. Partner with the CISO to ensure all devices are consistently patched, hardened, and compliant with security policies., Administer and optimize the Microsoft M365 environment, including Exchange, Teams, SharePoint, OneDrive, and associated applications, ensuring the availability, performance, and security of collaboration and productivity platforms. Manage the enterprise phone system, ensuring reliability, integration with collaboration tools, and ongoing vendor relationships. Oversee JIRA Service Management (JSM) configuration and administration, aligning workflows with ITIL best practices and operational needs., Serve as the primary IT Operations partner to the CISO, ensuring operational execution of security directives. Maintain a disciplined patch management program that delivers timely remediation of vulnerabilities across all devices and systems. Participate in security audits, risk assessments, and incident response activities as the operational lead, and ensure all IT operations practices align with HIPAA and applicable regulatory requirements., Provide guidance and tracking for improvement and other projects from initiation through closure, ensuring alignment with business objectives and resource constraints. Define project scope, objectives, timelines, and resource requirements; develop detailed project plans with clear deliverables and success criteria; and manage budgets and vendor relationships. Conduct post-implementation reviews and capture lessons learned to drive continuous process improvement across the team., Develop and maintain comprehensive SOC 2 documentation, including procedures, job aids, workflows, and evidence of control effectiveness. In alignment with the CISO, ensure IT operations controls map to SOC 2 Trust Service Criteria: Security, Availability, Processing Integrity, Confidentiality, and Privacy.

7+ years of progressive experience managing IT operations, preferably within a scaling organization

Healthcare IT experience, including familiarity with HIPAA and healthcare compliance obligations

Demonstrated experience managing help desk operations, endpoint and asset management, and enterprise productivity platforms

Hands-on experience with mobile device management solutions

Experience administering JIRA Service Management or comparable ITSM platforms

Experience with SOC 2

Proven track record building and maturing IT operations metrics, dashboards, and reporting frameworks

Experience leading organizational or technology change management initiatives

Deep understanding of IT service management principles and how to operationalize them at scale

Strong analytical mindset with the ability to define, track, and act on operational metrics

Excellent communication skills, with the ability to translate technical matters for executive and clinical audiences

Ability to build trust and collaborative partnerships with the CISO, CIO, and business stakeholders

Strong organizational and project management capabilities, with the ability to manage multiple priorities in a fast-paced environment

Demonstrated ability to build, lead, and develop high-performing teams

Preferred Qualifications:

Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field; an equivalent combination of education and experience will be considered

Microsoft M365 administration experience

ITIL Foundation certification; higher-level ITIL certification (Managing Professional or equivalent) a plus

Microsoft 365 certifications or comparable credentials

Familiarity with value-based care or similar healthcare delivery models

Commitment to continuous improvement and staying current with evolving IT operations practices and technologies