VP, IT Operations

Position Overview

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.

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.

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 standardized, secure configurations for all organizational devices. Partner with the CISO to ensure all devices are consistently patched, hardened, and compliant with security policies.

Administer and optimize the Microsoft M365 environment, including Exchange, Teams, SharePoint, One Drive, and associated applications, ensuring the availability, performance, and security of collaboration and productivity platforms. Manage the enterprise phone system, ensuring reliability, integration with collaboration tools, and ongoing vendor relationships. Oversee JIRA Service Management (JSM) configuration and administration, aligning workflows with ITIL best practices and operational needs.

Own the MDM program, governing the enrollment, configuration, monitoring, and retirement of all mobile and remote devices. Enforce mobile security policies in alignment with CISO-defined standards, including encryption, remote wipe, and access controls. Evaluate and recommend MDM tooling and policy enhancements as the organization scales.

Serve as the primary IT Operations partner to the CISO, ensuring operational execution of security directives. Maintain a disciplined patch management program that delivers timely remediation of vulnerabilities across all devices and systems. Participate in security audits, risk assessments, and incident response activities as the operational lead, and ensure all IT operations practices align with HIPAA and applicable regulatory requirements.

Establish and institutionalize ITIL-aligned processes for incident, change, problem, and asset management. Define, track, and report on operational metrics that demonstrate effectiveness, efficiency, and continuous improvement, driving a culture of accountability through transparent reporting and data-informed decision-making. Lead change management initiatives associated with new technologies, processes, and organizational growth. Develop documentation standards and ensure the team maintains current runbooks, SOPs, and knowledge base articles.

Lead, mentor, and develop an IT operations team spanning help desk, asset management, systems administration, and related functions. Manage hiring, performance evaluations, and professional development planning for direct and indirect reports. Build team capacity to support organizational growth, including planning for scale in staffing, tooling, and process, and manage vendor relationships and contracts relevant to IT operations functions.

Provide guidance and tracking for improvement and other projects from initiation through closure, ensuring alignment with business objectives and resource constraints. Define project scope, objectives, timelines, and resource requirements; develop detailed project plans with clear deliverables and success criteria; and manage budgets and vendor relationships. Conduct post-implementation reviews and capture lessons learned to drive continuous process improvement…