Director of IT Operations in Charlotte, North Carolina

Basic Responsibilities:  

The Director of Information Technology Operation’s primary responsibility is to oversee a streamlined 24/7/265 IT operation and to ensure it aligns with the mission and business objectives of the organization.  This individual’s principal goals are to offer technology leadership for Protocall, engage with each department to offer all IT service level agreements for the user community within the organization. 

The Director of IT Operations will plan, coordinate, direct and design all operational activities of the IT Department, as well as provide direction and support for IT solutions that enhance mission-critical business operations.  The Director of IT Operations will work closely with decision makers in other departments to identify, recommend, develop, implement, and support cost-effective technology solutions for all aspects of Protocall.   

Work at Protocall is inherently stressful given the nature of our mission. It is the basic responsibility of each employee to manage their stress in a way that sustains our commitment to the highest level of client care, customer service, professional conduct, and a supportive work environment. During times of stress, this includes but is not limited to staying focused on work tasks and productively using time and energy, presenting a positive disposition, maintaining constructive interpersonal relationships and developing and maintaining appropriate self-care strategies to alter conditions that create stress and to sustain physical and mental health. 

Typical Duties: 

• Formulate and deploy long-term strategic plans for acquiring and enabling efficient and cost effective information processing and communication technologies.  
• Manage IT department operational and strategic planning, including business requirements, project planning, and organizing and negotiating the allocation of resources.  
• Be the point person to offer a holistic vision for technology in support of Protocall’s mission in collaboration with the Director of Software Engineering.
• Liaison with Executive team and other department heads to support Customer technology requirements.

 Operation Management 

• Establish all Service levels for Protocall’s Help Desk, ensuring compliance to security and service level agreements.
• Define and communicate project milestones, service level agreements, and resource allocation to executive team, department leads, support staff, and end users. 
• Develop and review budgets for and from IT department divisions and ensure they comply with stated goals, guidelines, and objectives. Work with internal business stakeholders to meet the needs of the organization, in collaboration with the Director of SW Engineering.
• Review performance of IT systems to determine operating costs, productivity levels, and upgrade requirements.   
• Benchmark, analyze, report on, and make recommendations for the improvement of the IT  infrastructure and IT systems. 
• Develop bid requirements for all hardware and software upgrades as needed, reviews submitted bids for compliance with stated requirements, and makes the appropriate award. 
• Authorize and oversee the deployment, monitoring, maintenance, and support of all hardware and workstation equipment. 
• Authorize and oversee deployment, monitoring, maintenance, and support of enterprise-wide communication and information storage tools including corporate email, corporate instant messaging, Google Drive, One Drive and password management.
• Develop and implement business continuity methods in collaboration with senior management.
• Develop business case justifications and cost/benefit analyses for IT spending and initiatives.  
• Direct research on potential technology solutions and implementations in support of new initiatives, opportunities, and procurement efforts.  
• Oversee provision of end-user services, including help desk and technical support services.  
• Develop and implement IT policies and procedures, related to workstation architecture, security, disaster recovery, standards, purchasing, and service provisions.  
• Oversee negotiations and administration of vendors, outsourcers, and service agreements. 
• Manage IT Operations staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions.  
• Establish and maintain regular written and in -person communications with the organization’s executives, department heads, and end users regarding pertinent IT activities.  
• Other Duties as assigned.  
• No need to view PHI or access Proteus as part of normal job duties.  May have inadvertent access to PHI in the course of performing telecommunications and IT Administration. 
• Supervises the IT Operations Supervisor and Telecommunications Administrator  

• 5 years’ experience managing and/or directing an IT operation or relevant division.  
• Proven experience in IT infrastructure strategic planning and development, project management, and policy development.  
• Good understanding of and technical knowledge of current network and PC operating systems, hardware, protocols, and standards. 
• Experience with systems design and development from business requirements analysis through day to day management. 
• Knowledge of business theory business processes, management, budgeting, and business office operations. 
• Superior understanding of the organization’s goals and objectives. 
• Demonstrated ability to apply IT in solving business problems. 
• In-depth knowledge of applicable laws and regulations as they relate to IT. 
• Strong understanding of Human Resources management principles, practices and procedures.   
• Ability to partner with and collaborate in the organization through Information Security audits and certifications, such as HITRUST and others. 

Personal Attributes 

• Strong leadership skills. 
• Excellent written, oral, and interpersonal communication skills. 
• Ability to conduct and direct research into IT issues and products. 
• Ability to present ideas in business friendly and user friendly language. 
• Highly self-motivated, self-directed, and attentive to detail. 
• Ability to prioritize and execute tasks in a high pressure environment. 
• Extensive experience working in a team oriented, collaborative environment.