A technology solutions firm based in Orlando, Florida; AssistRx focuses on connecting pharmaceutical and biotech manufacturers together with their patients, providers and pharmacies. iAssist℠, AssistRx’s flagship product is a state-of-the-art technology that simplifies the prescribing process of specialty therapies and applies a menu of technology solutions that ultimately improves what is most crucial to every pharmaceutical and biotech brand – accuracy, adherence and, most importantly, access and speed to therapy.
The Vice President, Infrastructure Services owns the strategy, delivery, and continuous improvement of enterprise infrastructure and end-user technology services, ensuring reliable, scalable, and cost-effective operations that support business continuity in a healthcare call center environment.
This position oversees five teams focused on:
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Production Infrastructure
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Telephony
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Commercial off-the-shelf (COTS) support
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End-user technology and support
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Project Management Office
The role is both operational and transformational:
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Lead the shift from reactive to proactive support
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Drive metrics-driven service management
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Design and execute a phased migration from colocation infrastructure to secure hybrid/cloud platforms
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Modernize and scale telephony technologies
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Adopt AI and automation technologies to improve resilience and efficiency
A successful candidate will partner closely with business and technology leaders to align infrastructure with corporate objectives.
Leadership & Strategy
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Define and execute the enterprise infrastructure strategy, aligned to business goals, including the roadmap for migrating from colocation to secure hybrid/cloud platforms and for embedding AI and automation
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Lead and develop multi-disciplinary teams, fostering accountability, innovation, and a culture of service excellence
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Build leadership bench strength and grow organizational capability in automation, platform engineering, and data-driven operations
Infrastructure & Service Operations
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Oversee the design, implementation, and operation of core infrastructure—servers, storage, cloud platforms, telephony, and end-user computing—ensuring high availability, performance, and reliability
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Lead end-user technology services, including device lifecycle management and service desk operations
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Lead incident, problem, and change management with a focus on root-cause resolution and operational stability
Transformation & Solution Design
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Own solution design for infrastructure and workplace technology, translating business needs into scalable, supportable architectures
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Define and execute migration strategies (rehost, replatform, refactor, retire) with clear governance and business-case alignment
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Drive the shift to proactive service management through monitoring, automation, and preventative maintenance, using cloud adoption to improve resiliency, observability, and standardization
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Establish service levels, KPIs, and operational reporting to improve performance and user experience
AI Enablement & Innovation
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Identify, prioritize, and operationalize AI use cases across infrastructure and service operations (e.g., predictive monitoring, intelligent ticket routing, virtual support agents, capacity forecasting)
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Establish governance, standards, and measurable outcomes for AI adoption, ensuring cloud and data platforms provide the scalable foundation required
Requirements
Qualifications
Bachelor's degree in IT, Computer Science, Engineering, or a related field; advanced degree preferred
10+ years of progressive leadership in IT infrastructure and service operations, including enterprise infrastructure, end-user computing, and service desk functions
Demonstrated success driving operational transformation, service maturity, and metrics-driven service management and continuous improvement
Strong financial management, vendor oversight, and stakeholder management skills, with experience managing executive leadership, business unit leaders, and technology leaders
Strong knowledge of hybrid/cloud platforms, endpoint management, and ITSM practices
Eligible to work in the United States
Some travel will be required
Available during Eastern Time business hours
Direct experience leading cloud migration across legacy and hybrid environments preferred
Experience with large-scale telephony infrastructure in a call center environment preferred
Experience with automation, analytics, or AI-driven operations preferred
Healthcare or other regulated environment experience preferred
Benefits
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Supportive, progressive, fast-paced environment
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Matching 401(k) with immediate vesting
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Medical, dental, vision, life, and short-term disability insurance
AssistRx, Inc. is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit-based factors, or any other categories protected by federal, state, or local laws.
All offers of employment with AssistRx are conditional based on the successful completion of a pre-employment background check.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Sponsorship and/or work authorization is not available for this position.
AssistRx does not accept unsolicited resumes from search firms or any other vendor services. Any unsolicited resumes will be considered property of AssistRx, and no fee will be paid in the event of a hire.
