Dir., Technical Operations & Infrastructure

Overview

Director, Technical Operations & Infrastructure – Full Time – Silver Spring, MD, US

Salary range: competitive, commensurate with experience

FLSA:
Exempt

The American Nurses Enterprise (ANE) is seeking a Director, Technical Operations & Infrastructure to lead and support a team of direct and indirect reports. The role is a senior IT leadership position responsible for the availability, reliability, security, modernization, and operational performance of ANE’s core technology environment. Responsibilities span infrastructure, cloud operations, end-user services, service desk management, cybersecurity operations partnership, physical/facilities technology, vendor oversight, and operational governance.

The leader translates IT strategy into measurable service performance, risk reduction, and a high-quality employee technology experience. This is both strategic and execution-oriented, involving executive presentations, complex vendor management, and hands-on problem solving to ensure critical services run smoothly.

Join the American Nurses Enterprise (ANE) and support the mission to build a healthy world through The Power of Nurses. Our goals are to elevate the nursing profession globally, evolve nursing practice to improve health and health care, and support professional success for nurses. We value trust, inclusivity, innovation, and empowerment, and strive to create a supportive and dynamic workplace.

We emphasize work-life balance with flexible work arrangements and generous paid time off, modern offices that foster collaboration, and a collaborative culture that supports career growth.

Technical Operations, Infrastructure & Cloud Reliability

• Own operational reliability: design, performance, availability, and lifecycle management of ANE's core infrastructure, including cloud-hosted, on-premise, network, endpoint, and collaboration environments.
• Modernize the infrastructure roadmap: create and maintain a multi-year plan to improve resiliency, scalability, security, and reduce technical debt.
• Manage disaster recovery and continuity: ensure DR, backup, recovery, business continuity, patching, and capacity practices are documented and tested.
• Optimize cloud and platform performance: partner with Enterprise Architecture and Applications leadership to support current operations, integrations, analytics, and modernization needs.
• Maintain operational documentation: keep SOPs, system diagrams, runbooks, escalation paths, and asset inventories current and usable.

Service Desk, End-User Services & Digital Workplace Experience

• Improve the employee technology experience: lead service desk, endpoint, device provisioning, onboarding/offboarding, collaboration support, software access, and executive support standards.
• Govern service performance: define and track KPIs, SLAs, service quality trends, ticket aging, root-cause patterns, end-user satisfaction, and improvement plans.
• Mature ITSM practices: strengthen incident, problem, change, request, knowledge, configuration, and asset management with clear ownership and measurable outcomes.
• Support hybrid work: ensure Microsoft 365, Teams, conference room technology, remote access, access management, and collaboration tools support a hybrid model.
• Create a service culture: build a supportive, professional, accountable, and easy-to-work-with service model.
• Embed security into operations: partner with cybersecurity, data governance, legal, and business owners to align controls with risk, privacy, and compliance expectations.
• Support incident response readiness: prepare for security events, outages, escalations, and after-action reviews.
• Drive remediation discipline: oversee vulnerability remediation, patch management, endpoint protections, access hygiene, configuration hardening, and risk tracking.
• Support compliance needs: operationalize requirements related to PCI, privacy, NIST-aligned controls, vendor risk, and data protection where operations have custodial responsibility.
• Improve governance clarity: document decision rights, escalation paths, ownership boundaries, and handoffs across teams and vendors.

Facilities Technology, Physical Security & Executive Meeting Readiness

• Serve as Facilities technology partner: act as the IT operations liaison for building tech, moves, room readiness, access control, surveillance tech, visitor/badging tech, and digital workplace needs.
• Own conference room technology reliability: ensure Teams Rooms, conference room AV, hybrid meeting equipment, executive meeting tech, and collaboration tools are ready and documented.
• Plan lifecycle replacements: maintain lifecycle plans for facility-based technology, collaboration spaces, endpoints, and infrastructure components.
• Support business continuity at the office: coordinate with Facilities and Business Services on operational readiness, emergency procedures, and technology support for office work.

Vendor, Contract & Budget Management

• Manage critical vendors: oversee MSPs, infrastructure vendors,…