Position Summary
Mirra Tech is seeking a highly capable and execution-oriented Director of IT Operations to lead IT service delivery, infrastructure operations, vendor coordination, and shared technology services across multiple supported entities. This role is responsible for ensuring reliable, secure, responsive, and scalable IT support for clinical offices, administrative teams, corporate functions, and other non-clinical lines of business.
The Director of IT Operations will oversee the day-to-day performance of IT operations, including help desk services, endpoint support, hardware and software support, Microsoft 365 administration, Windows-based infrastructure, vendor-managed systems, clinical office technology, and operational support processes. This position will play a critical leadership role in standardizing IT services across entities, improving service quality, strengthening accountability, and ensuring that technology operations support the broader business and clinical mission.
This role requires a hands-on leader who can operate strategically while remaining close enough to the work to understand operational gaps, drive resolution, and ensure consistent execution. The ideal candidate has experience supporting healthcare, clinical, or multi-site business environments and is comfortable managing distributed teams, vendors, service levels, escalations, and cross-functional priorities.
Key Responsibilities
IT Operations Leadership
The Director of IT Operations will lead the operational function responsible for delivering IT services across multiple entities and business units. This includes ensuring that IT support is responsive, well-coordinated, properly documented, and aligned with the needs of the organizations served.
Responsibilities include:
- Oversee daily IT operations across supported entities, including clinical offices, administrative teams, corporate departments, and non-clinical business lines.
- Establish and maintain a consistent shared services model for IT support across multiple organizations.
- Ensure timely resolution of technical issues impacting end users, office operations, clinical workflows, and business productivity.
- Lead operational planning for IT support coverage, escalation paths, resource allocation, and service delivery expectations.
- Create structure and accountability within IT operations, including clear roles, responsibilities, workflows, and ownership.
- Drive continuous improvement in ticket handling, response times, resolution quality, communication, and user satisfaction.
- Serve as a primary operational escalation point for significant service issues, recurring problems, and cross-entity technology concerns.
- Partner with executive, clinical, operational, and administrative leaders to understand business needs and translate them into effective IT support models.
Shared Services and Multi-Entity Support
This position will be responsible for helping Mirra Tech deliver standardized, high-quality IT services across multiple supported organizations while recognizing that each entity may have unique workflows, priorities, and operational requirements.
Responsibilities include:
- Design, implement, and manage a shared IT operations model across multiple entities.
- Standardize service delivery processes, support expectations, documentation, and escalation procedures.
- Ensure consistent IT support experiences across entities, markets, departments, and office locations.
- Coordinate IT support for onboarding new entities, locations, departments, or lines of business.
- Identify opportunities to consolidate tools, vendors, processes, contracts, and support models where appropriate.
- Support technology integration efforts across entities, including systems alignment, endpoint standardization, identity management coordination, and operational process improvement.
- Balance enterprise standardization with the practical needs of individual business units and clinical environments.
- Develop operational reporting for leadership showing service performance, ticket trends, vendor performance, recurring issues, and improvement opportunities.
Clinical Office Technology Support
The Director of IT Operations will ensure effective support for clinical offices and healthcare-related operations, including hardware, software, peripherals, connectivity, and clinical workflow dependencies.
Responsibilities include:
- Oversee IT support for clinical office environments, including workstations, printers, scanners, phones, network connectivity, clinical peripherals, and business-critical applications.
- Ensure support processes account for the urgency and operational impact of clinical workflows.
- Coordinate issue resolution involving EMR/EHR systems, practice management systems, imaging-related workflows, document management tools, and other clinical or administrative platforms.
- Work with vendors and internal teams to resolve issues affecting patient care operations, front desk functions, billing, scheduling, claims, and clinical documentation.
- Ensure office technology is deployed, maintained, refreshed, and supported in a consistent and reliable manner.
- Support technology readiness for office openings, moves, expansions, closures, and transitions.
- Ensure proper documentation of office technology standards, supported devices, escalation contacts, vendor dependencies, and site-specific needs.
- Partner with operational leaders to reduce recurring technology disruptions in clinical and administrative environments.
End User Support and Help Desk Oversight
This role is accountable for ensuring that end users receive professional, timely, and effective IT support.
Responsibilities include:
- Manage help desk and end user support processes across supported entities.
- Ensure tickets are triaged, prioritized, assigned, escalated, and resolved according to defined service expectations.
- Establish and monitor service level expectations for response time, resolution time, first-contact resolution, ticket backlog, aging tickets, and customer satisfaction.
- Develop clear escalation procedures for high-priority, executive, clinical, and business-critical issues.
- Ensure knowledge base articles, standard operating procedures, and troubleshooting guides are developed and maintained.
- Improve communication with end users regarding ticket status, outages, planned maintenance, and recurring issues.
- Identify trends in support requests and implement corrective actions to reduce repeat incidents.
- Ensure IT staff provide service that is professional, accountable, business-aware, and customer-focused.
Windows, Microsoft 365, and Endpoint Operations
The Director of IT Operations will oversee support for a primarily Windows-based environment, including endpoint management, Microsoft 365 services, identity-related support, and productivity tools.
Responsibilities include:
- Oversee support for Windows desktops, laptops, shared workstations, printers, mobile devices, and standard office peripherals.
- Ensure effective support and administration of Microsoft 365 services, including Exchange Online, Teams, OneDrive, SharePoint, and related collaboration tools.
- Coordinate endpoint deployment, configuration, patching, inventory, lifecycle management, and replacement planning.
- Support standardization of device builds, images, configuration baselines, security settings, and user provisioning processes.
- Work with infrastructure and security teams to ensure endpoints are properly secured, monitored, updated, and compliant with organizational standards.
- Ensure user access, account setup, group membership, and permissions are handled through appropriate procedures and approvals.
- Support identity and access management processes, including onboarding, offboarding, role changes, and access reviews.
- Collaborate with security leadership to support MFA, endpoint protection, email security, device compliance, vulnerability remediation, and incident response needs.
Vendor Management
The Director of IT Operations will manage and coordinate multiple IT vendors to ensure services are delivered effectively, contracts are understood, issues are escalated appropriately, and vendor performance meets expectations.
Responsibilities include:
- Manage operational relationships with IT vendors, managed service providers, software vendors, telecom providers, hardware suppliers, and clinical technology vendors.
- Coordinate vendor support for escalated issues, outages, implementations, renewals, service requests, and ongoing maintenance.
- Track vendor responsibilities, support contacts, contract terms, service levels, and escalation paths.
- Hold vendors accountable for performance, responsiveness, documentation, and issue resolution.
- Participate in vendor selection, evaluation, renewal, and performance review processes.
- Ensure vendors supporting healthcare-related systems understand operational, security, privacy, and compliance expectations.
- Coordinate with legal, compliance, security, and finance teams as needed for vendor contracts, BAAs, service agreements, and risk reviews.
- Identify opportunities to reduce vendor sprawl, eliminate duplicative services, improve service value, and optimize cost.
Process, Governance, and Documentation
The Director of IT Operations will be expected to bring maturity, repeatability, and structure to IT operations.
Responsibilities include:
- Develop and maintain IT operational procedures, support workflows, escalation matrices, and service delivery standards.
- Implement change management practices for operational changes that may affect users, offices, systems, or vendors.
- Ensure proper documentation of supported systems, office environments, vendor dependencies, administrative procedures, and recurring operational processes.
- Establish operational dashboards and reporting for ticket trends, SLA performance, service quality, major incidents, recurring problems, and vendor performance.
- Participate in IT governance processes, including prioritization of work, project intake, operational risk review, and leadership reporting.
- Ensure IT operations align with organizational policies, security requirements, compliance obligations, and business priorities.
- Support audit readiness by maintaining documentation related to access control, endpoint management, service requests, change activity, and vendor support where applicable.
Incident, Problem, and Change Management
This role is responsible for ensuring that operational disruptions are handled with urgency, clarity, and accountability.
Responsibilities include:
- Lead response coordination for significant IT incidents affecting clinical offices, business operations, or supported entities.
- Ensure appropriate communication during outages, degradations, and major incidents.
- Conduct post-incident reviews to identify root causes, contributing factors, and corrective actions.
- Track recurring issues and drive problem management efforts to reduce operational disruption.
- Ensure changes to systems, services, vendors, and office technology are planned, communicated, documented, and executed responsibly.
- Partner with infrastructure, security, application, and vendor teams to resolve complex technical issues.
- Ensure after-hours support and escalation expectations are clear and appropriate for the operational needs of supported entities.
Team Leadership and Staff Development
The Director of IT Operations will lead internal IT staff and coordinate with external resources to ensure high performance and accountability.
Responsibilities include:
- Manage, mentor, and develop IT operations staff, help desk personnel, field support resources, and other assigned team members.
- Establish performance expectations, priorities, and accountability measures for the IT operations team.
- Promote a culture of professionalism, responsiveness, ownership, documentation, and continuous improvement.
- Ensure the team is trained on supported systems, clinical office workflows, security expectations, and customer service standards.
- Support workforce planning, resource allocation, scheduling, and coverage models.
- Provide regular feedback, coaching, and performance management.
- Encourage cross-training and knowledge sharing to reduce single points of failure.
- Foster strong working relationships between IT operations, infrastructure, security, compliance, applications, finance, and business leadership.
Security and Compliance Support
While this role is operational in nature, it must work closely with security and compliance leadership to ensure IT operations support a secure and compliant environment.
Responsibilities include:
- Ensure IT operations follow organizational policies related to access control, device security, data protection, acceptable use, and incident reporting.
- Support implementation and adoption of MFA, endpoint protection, patching, encryption, device management, and other security controls.
- Coordinate with security teams on vulnerability remediation, endpoint compliance, user access reviews, phishing response, and security incidents.
- Ensure onboarding and offboarding processes are timely, documented, and aligned with access management requirements.
- Support healthcare compliance needs, including HIPAA-related safeguards, privacy expectations, and vendor coordination where applicable.
- Ensure operational teams understand the sensitivity of clinical, patient, financial, and business data.
- Support audit requests and evidence collection related to IT operations, access, endpoints, service tickets, and vendor support.
Required Qualifications
- Bachelor’s degree in Information Technology, Computer Science, Business Administration, Healthcare Administration, or a related field, or equivalent professional experience.
- 8+ years of progressive IT experience, including experience in IT operations, end user support, infrastructure support, service delivery, or technology management.
- 3+ years of leadership experience managing IT teams, service desk operations, field support, vendors, or shared services functions.
- Experience supporting a primarily Windows-based environment.
- Strong working knowledge of Microsoft 365, Windows endpoints, Active Directory and/or Entra ID, Exchange Online, Teams, SharePoint, OneDrive, and endpoint support processes.
- Experience supporting multi-site environments, distributed users, or multiple business entities.
- Experience managing IT vendors, service providers, telecom providers, software vendors, and support escalations.
- Strong understanding of help desk operations, ticketing systems, SLAs, incident management, problem management, and change management.
- Ability to communicate effectively with technical teams, executives, clinical leaders, business users, and vendors.
- Strong documentation, process improvement, and operational reporting skills.
- Ability to manage competing priorities in a fast-paced, service-oriented environment.
Preferred Qualifications
- Experience in healthcare, clinical operations, managed care, physician practices, MSO, TPA, or other regulated business environments.
- Experience supporting EMR/EHR systems, practice management systems, clinical office workflows, billing systems, claims-related systems, or healthcare administrative platforms.
- Experience with ITIL-based service management practices.
- Experience with ticketing platforms such as Freshservice, ServiceNow, ConnectWise, Jira Service Management, HappyFox, or similar systems.
- Experience with endpoint management tools such as Intune, Microsoft Endpoint Manager, PDQ, RMM platforms, or similar systems.
- Experience with cybersecurity tools and operational coordination involving EDR, MDR/SOC, email security, SIEM, vulnerability management, and MFA.
- Experience supporting mergers, acquisitions, entity onboarding, technology consolidation, or shared services transformation.
- Familiarity with HIPAA, SOC 2, CMS-related oversight, vendor risk management, or healthcare compliance expectations.
- Certifications such as ITIL, CompTIA Network+, Security+, Microsoft certifications, PMP, HDI, or similar credentials are a plus.
Required Skills and Competencies
Operational Leadership
- Ability to lead IT operations across multiple entities, locations, and business lines.
- Strong service delivery mindset with focus on reliability, responsiveness, accountability, and user experience.
- Ability to establish structure where processes are immature, inconsistent, or fragmented.
- Strong prioritization and decision-making skills.
Technical Understanding
- Strong understanding of Windows environments, Microsoft 365, endpoints, identity, office technology, and business applications.
- Ability to understand technical issues sufficiently to guide troubleshooting, escalate appropriately, and hold teams accountable.
- Ability to support both clinical and non-clinical technology needs.
Vendor and Relationship Management
- Ability to manage multiple vendors and ensure issues are resolved efficiently.
- Strong negotiation, escalation, and performance management skills.
- Ability to build productive relationships with internal stakeholders and external partners.
Communication
- Strong written and verbal communication skills.
- Ability to communicate technical issues in business terms.
- Ability to provide clear updates during outages, escalations, projects, and operational reviews.
- Ability to create leadership-ready reporting and documentation.
Process Improvement
- Ability to identify operational inefficiencies and implement practical improvements.
- Strong documentation and standardization mindset.
- Ability to use metrics and reporting to drive better performance.
Healthcare and Service Orientation
- Understanding of the importance of technology reliability in clinical and healthcare-related environments.
- Ability to balance urgency, compliance, user experience, and business priorities.
- Commitment to professional, respectful, and high-quality support for all constituents.
Key Success Measures
Success in this role will be measured by the Director’s ability to improve IT service quality, stabilize operations, strengthen accountability, and create a scalable shared services model across supported entities.
Key success measures may include:
- Improved ticket response and resolution times.
- Reduced recurring incidents and escalations.
- Improved end user satisfaction.
- Clear and consistent support processes across entities.
- Better vendor accountability and performance.
- Improved documentation and operational visibility.
- Successful support of clinical offices and business operations.
- Reduced technology disruption to clinical and administrative workflows.
- Improved onboarding, offboarding, endpoint management, and access control processes.
- Strong collaboration with security, compliance, infrastructure, applications, and business leadership.
Work Environment and Expectations
- This role may require occasional travel to clinical offices, corporate locations, vendor meetings, or supported entities.
- This role may require participation in after-hours escalations, major incident response, maintenance windows, and urgent operational events.
- The Director must be comfortable working in a dynamic environment where priorities may shift based on clinical, operational, security, or business needs.
- The role requires a balance of strategic planning, operational execution, team leadership, and hands-on problem-solving.
Pay: From $70,000.00 per year
Work Location: In person
