Job Summary:

As an IT Director, you will be responsible for overseeing the company's entire IT infrastructure, managing a team of IT professionals, and ensuring the effective and efficient operation of all IT systems and services. The ideal candidate will have a strong background in IT management, exceptional leadership skills, and a proven track record of successfully implementing IT strategies aligned with business objectives.

Supervisory Responsibilities:

This position oversees IT roles

 Duties/Responsibilities:

• Team Leadership & Management
  • Supervise and mentor a team of 6 server and desktop engineers and a considerable number of vendor team members.
  • Foster a culture of accountability, continuous improvement, and customer service excellence.
  • Conduct regular performance reviews and provide coaching and development opportunities.
  • Develop and execute IT strategies and initiatives that align with the organization's goals and objectives.
  • Establish and enforce IT policies, procedures, and standards to ensure compliance with relevant regulations and best practices.
• Vendor & Service Management
  • Manage a $2M/year Managed Service Arrangement (MSA), ensuring vendor performance aligns with contractual obligations and service level agreements (SLAs).
  • Serve as the primary liaison between internal stakeholders and several external service providers.
  • Develop and monitor IT budgets, controlling costs and optimizing resource allocation.
• Operational Excellence
  • Establish and manage key performance metrics including:
    • Mean Time to Repair (MTTR)
    • Available System Time
    • Help Desk Ticket Closure within SLA
    • Ticket reduction
  • Drive root cause analysis (RCA) for recurring incidents and implement corrective actions.
  • Develop methods and solutions to provide 24x7x365 availability to pharmacies.
  • Maintain and enhance the IT service catalog to ensure clarity and alignment with business needs.
  • Oversee the design, implementation, and maintenance of the company's IT infrastructure, including networks, servers, databases, and applications.
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• Incident & Problem Management
  • Oversee incident response and escalation processes to ensure timely resolution.
  • Lead post-incident reviews and ensure documentation of lessons learned.
• Process Improvement
  • Optimize Azure Cloud utilization and expense.
  • Identify and implement process improvements to enhance system uptime and user satisfaction.
  • Collaborate with cross-functional teams to align IT support with business objectives.
  • Implement advanced monitoring / telemetry tools.  Evaluate and recommend new technologies, tools, and systems to improve the efficiency and effectiveness of IT operations.

Required Skills/Abilities:

• Actively engaged with a bias for action.
• Vendor and Managed Services Partner (MSP) management.
• Incident management coordination through resolution.
• Strong knowledge of IT infrastructure, systems, and security principles.
• Demonstrated ability to develop and execute strategic IT plans that align with business objectives.
• Excellent leadership and people management skills, with the ability to motivate and inspire a team.
• Strong analytical and problem-solving abilities, with a focus on innovation and continuous improvement.
• Exceptional communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organization.
• Proven track record of successfully managing large-scale IT projects and delivering results on time and within budget.
• Knowledge of relevant regulatory requirements and best practices in IT governance and compliance.
• Up to 25% travel required.

Preferred Skills/Abilities:

• SQL monitoring and basic query writing
• Advanced Monitoring Tools (e.g. Dynatrace, Data Dog, Application Dynamics)
• Pharmacy system support (e.g. Softwriters’ Frameworks, Red Sail PioneerRx)
• Batch scripting writing skills
• Networking and SD-WAN management
• Telephony and IP Phone Systems configuration knowledge

EDUCATION and/or EXPERIENCE:

• Bachelor's degree in Computer Science, Information Technology, or a related field. A master's degree is a plus.
• Proven experience in a senior IT leadership role, with a minimum of 10 years of relevant experience.
• Process Improvement Certification (e.g. 6 Sigma) preferred
• Support Framework Certification (e.g. ITIL, ISO9000) preferred