VP, IT Operations

Position Overview

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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.

Key Responsibilities

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### 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.

### Identity and Access Management, Asset Management & Device Imaging

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 standard