Director, IT Operations

Director, IT Operations

SUN Behavioral Health is seeking a Director of IT Operations to lead day-to-day technology operations and service delivery across the organization. Reporting to the Vice President of Information Technology & Services, the Director provides operational leadership for end-user services, infrastructure, connectivity, technology implementations, and other IT operations.

Key Responsibilities

• Lead day-to-day IT operations and service delivery across the organization, coordinating internal IT staff, the managed service provider, and other technical partners.
• Maintain ownership of operational issues and initiatives through completion, regardless of whether technical execution is performed by internal IT staff, the managed service provider, or another vendor.
• Serve as a technical and operational resource to internal IT staff, providing guidance, coaching, and hands-on assistance with troubleshooting, projects, and implementations as needed.
• Manage the operational relationship with the managed service provider, setting priorities, monitoring service quality, evaluating recommendations, and holding the provider accountable for commitments and outcomes.
• Lead resolution of significant, complex, or recurring technology issues by engaging the appropriate resources, removing barriers, and ensuring follow-through.
• Oversee delivery and lifecycle of end-user technology, including standards, procurement, deployment, replacement, onboarding, and offboarding.
• Coordinate network, internet, wireless, telecommunications, and infrastructure needs with internal resources, the managed service provider, carriers, and other vendors.
• Lead technology projects and implementations, including new locations, expansions, relocations, acquisitions, and significant system changes.
• Oversee cybersecurity follow-through by ensuring required assessments are completed, identified risks are tracked, and remediation by the managed service provider and security partners is completed timely.
• Monitor service performance and recurring issues to identify root causes, improve reliability, and strengthen the user experience.
• Establish and reinforce consistent IT standards, procedures, documentation, asset records, and support practices across the organization.
• Evaluate technology and vendor recommendations and provide practical technical input for procurement, renewals, budgeting, and operational decisions.
• Communicate significant outages, risks, project impacts, technology changes, and unresolved barriers clearly to stakeholders and leadership.
• Identify opportunities to standardize, automate, and simplify IT processes while supporting evolving organizational priorities.

Qualifications

• Demonstrated ability to lead IT operations while remaining willing and able to become directly involved in technical problem-solving and execution when appropriate.
• Broad working knowledge of end-user computing, infrastructure, networking, cloud and SaaS services, telecommunications, identity and access, and enterprise technology support.
• Strong experience working with managed service providers and technology vendors, including setting priorities, evaluating recommendations, monitoring performance, and driving accountability.
• Ability to serve as a trusted technical resource and coach to IT staff with varying levels of experience and expertise.
• Strong analytical, troubleshooting, organizational, and project-management skills with the ability to manage multiple concurrent priorities and initiatives.
• Strong written, verbal, and interpersonal communication skills with the ability to translate technical issues for nontechnical audiences and work effectively across departments and levels of leadership.
• Understanding of cybersecurity, privacy, and technology-risk principles applicable to a healthcare environment.
• Collaborative, service-oriented leadership style with a strong sense of ownership, follow-through, and shared accountability; ability to travel as business needs require.

Education

• Preferred: Bachelor's degree in Information Technology, Information Systems, Computer Science, Business, or a related field.
• An equivalent combination of relevant education, technical certifications, and progressively responsible experience may be considered.

Experience

• Required: Seven or more years of progressively responsible information technology experience, including significant responsibility for IT operations, infrastructure, technical support, or service delivery.
• Required: Experience leading IT staff, technical teams, projects, or external service providers and driving work through completion.
• Required: Experience supporting a broad enterprise technology environment, including Microsoft 365, endpoint technologies, networking, cloud or SaaS services, and cybersecurity controls.
• Preferred: Experience supporting multi-site organizations and managing relationships with managed service providers, carriers, and other technology vendors.
• Preferred: Healthcare technology experience, including environments subject to HIPAA privacy and security requirements.