IT Director - Infrastructure & Support

WHO WE ARE
At Polaris Pharmacy Services, we’re more than a pharmacy — we’re a dedicated partner in care, transforming how patients experience long-term, post-acute, correctional, PACE, and specialty pharmacy services. As industry leaders, we’re raising the bar for quality and coordination across all sites of care, ensuring every patient receives seamless, compassionate, and expert support.

Founded in 2015, Polaris is proud to be locally and independently owned, with a growing national footprint. Our team thrives in a mission-driven environment where innovation meets purpose, and every role contributes to making a real impact. We offer more than just a job — we provide competitive pay, robust benefits, and genuine opportunities for career advancement.

If you're passionate about shaping the future of pharmacy and making a difference in the lives of those who need it most, we invite you to grow with us.

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. 
• Infrastructure Enhancements and Optimization 
  • Oversee an Azure environment running Commercial Off The Shelf (COTS), semi-custom, and fully bespoke applications. 
  • Migrate on premise servers to cloud. 
  • Advise on multi-site, multi-zone, and localized architectures to provide continuous availability. 
  • Network design and optimization activities. 
  • Telephony and call routing management leadership and guidance for supporting team members. 
• 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 

 
QUALIFICATIONS/COMPETENCIES 
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
 
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