Director of Technical Services

Job Description

Job Description

BENEFITS:

At Wingspan, we prioritize our employees and their wellbeing. We provide competitive benefit options to our employees and their families, including domestic partners and pets. 

Our offerings include:

• Healthcare: Comprehensive medical (free option available), dental, vision & FSAs
• Education Perks: 50% CWRU MSW tuition discount & free supervision for licensed roles
• Financial Security: 403(b) retirement plan with employer match
• Work-Life Balance:  Generous PTO, paid holidays, and 24/7 EAP support
• Family Care:  Fertility/IVF coverage, childcare FSA, and pet insurance

QUALIFICATIONS:

• Education: Bachelor's degree in Information Technology, Computer Science, Health Informatics, Business Administration strongly preferred; yet can be offset with 8+ years of experience.
• Skills/Competencies:
  • Demonstrated executive-level leadership presence with the ability to influence and build consensus among diverse organizational stakeholders.
  • Expertise in enterprise data management, data warehousing, business intelligence, and analytics platforms (e.g., Tableau, Power BI, SQL-based data warehouses).
  • Demonstrated proficiency with Microsoft 365 enterprise administration including Exchange Online, Teams, SharePoint, Intune, and Azure Active Directory/Entra ID.
  • Strong working knowledge of structured cabling standards, data center operations, and physical infrastructure management.
  • Thorough understanding of ITSM frameworks (ITIL) and service desk management principles including SLA design and performance measurement
  • Strong financial acumen with demonstrated ability to manage complex operating and capital budgets in a healthcare environment.
  • Superior customer service orientation with a track record of building trusted partnerships with clinical, operational, and financial leaders.
  • Proven ability to recruit, develop, and retain high-performing technical and operational teams.
  • Strong analytical and problem-solving capabilities with a data-driven approach to decision-making.
  • Working knowledge of healthcare regulatory requirements including HIPAA, 21st Century Cures Act, and CMS interoperability rules.
  • Core Expertise: Possess skill, knowledge and abilities to perform the essential duties of their role; keeps knowledge up to date.
  • Independent Judgment: Demonstrate ability to perform job responsibilities with a high degree of initiative and independent judgment.
  • Cultural Competency: Demonstrate awareness, sensitivity and skills in working professionally with diverse individuals, groups and communities who represent various cultural and personal background and characteristics.
  • Interpersonal Communication: Communicate clearly using verbal, nonverbal, and written skills in a professional context; demonstrates clear understanding and use of professional language. Exceptional verbal and written communications skills; ability to present technical and strategic information at the C-suite and board level.
  • Professional & Ethical Conduct: Adhere to professional values such as honesty, personal responsibility, and accountability; Applies ethical concepts within scope of work and adheres to Agency policies and procedures.
  • Collaboration and Teamwork: Function effectively as a member of a professional team that includes employees, clients and family members.
  • Problem Solving & Decision Making: Recognize problems and responds appropriately; gathers information and sorts through it to identify and address root cause issues; makes timely decisions.
  • Service Orientation: Anticipate, recognize, and meet the needs of others, whether they are clients or not.
  • Technical Proficiency: Demonstrate competence in utilizing Agency computer systems and software as required to perform essential job functions.
• Experience:
  • Minimum of 10 years of progressive IT infrastructure experience, with at least 5 years in a senior leadership role with direct management of multiple teams or departments.
  • Demonstrated experience managing cybersecurity operations and leading organizational response to security incidents in a healthcare or regulated environment.
  • Track record of building and executing multi-year infrastructure roadmaps that deliver measurable improvements in reliability, security, and cost efficiency
  • Experience managing annual IT budgets, including capital planning and vendor contract negotiation.

AGENCY SUMMARY:

Wingspan Care Group is a nonprofit administrative and management organization that provides a united, community-based network of services so member agencies can focus on mission-related goals. Our innovative model is designed to promote sustainability and advancement among its partner agencies by streamlining operations and eliminating redundancies – resulting in improvements to the delivery of direct service operations.

POSITION DESCRIPTION:

The Director of Technical Services is a senior IT leadership role, reporting directly to the Chief Information Officer. This position holds full accountability for the strategy, design, build, testing, and ongoing operations of the organization's entire technical infrastructure — encompassing networks, telecommunications, servers, storage, cloud services, cybersecurity, end-user computing, and the IT Help Desk. The Director ensures all technology tools and platforms — including firewalls, intrusion prevention systems (IPS), data loss prevention (DLP), Microsoft 365, email systems, structured cabling, and related infrastructure — are secure, reliable, and aligned with clinical and business needs. This role carries full accountability for all related operating and capital budgets, vendor and contract management, regulatory compliance, and the development of a high-performing multi-department team.

This position is 100% in office in Shaker Heights, OH.

RESPONSIBILITIES INCLUDE:

• Infrastructure Design, Build & Testing
  • Lead the engineering, design, and build of all infrastructure projects from initiation through production deployment, ensuring adherence to change management and quality assurance standards.
  • Establish and enforce structured testing methodologies for all infrastructure changes including lab validation, pre-production testing, rollback planning, and post-implementation review.
  • Develop and maintain technical runbooks, standard operating procedures, and infrastructure documentation to support operational consistency and knowledge transfer
  • Provide strategic and operational oversight of all enterprise network infrastructure including LAN, WAN, wireless, SD-WAN, VPN, and voice/unified communications systems.
  • Ensure network architecture supports high availability, redundancy, and performance requirements for clinical and business-critical systems across all organizational locations.
  • Oversee structured cabling design, installation, and lifecycle management in accordance with industry standards (TIA/EIA) and organizational growth plans.
• Server, Storage, Cloud & Cybersecurity Services
  • Direct all aspects of server and storage lifecycle management including procurement, configuration, deployment, maintenance, patching, and decommission.
  • Oversee on-premises data center operations and colocation facilities, including power, cooling, physical security, and environmental monitoring.
  • Lead the organization's cloud strategy encompassing IaaS, PaaS, and SaaS platforms, with responsibility for cloud architecture, governance, cost optimization, and security controls.
  • Establish and maintain the organization's technical security posture across all infrastructure domains, serving as the operational owner of security tools and controls.
  • Oversee deployment, management, and continuous tuning of security technologies including next-generation firewalls, intrusion prevention systems (IPS/IDS), data loss prevention (DLP), endpoint detection and response (EDR), SIEM, and privileged access management (PAM).
  • Partner with the CIO, Compliance, Privacy, and Risk Management to ensure technical controls meet HIPAA Security Rule requirements, NIST cybersecurity framework standards, and organizational risk tolerance.
  • Lead incident response activities for cybersecurity events, including containment, forensic investigation coordination, recovery, and post-incident remediation.
• End User Computing, Microsoft 365 & End User Services
  • Provide strategic oversight of all end-user computing environments including workstations, laptops, mobile devices, thin clients, and clinical workstation-on-wheels (WOW) infrastructure.
  • Own the enterprise Microsoft 365 tenant administration, including Exchange Online, Teams, SharePoint, OneDrive, Intune, and associated licensing, governance, and security configurations.
  • Oversee enterprise email platforms including routing, filtering, archiving, and continuity capabilities, ensuring availability and security consistent with healthcare operational requirements.
  • Establish device management standards using modern endpoint management platforms (e.g., Microsoft Intune, SCCM) for provisioning, patching, compliance, and lifecycle management.
  • Direct the management of directory services, identity and access management (IAM), and single sign-on (SSO) platforms to ensure secure and efficient user authentication.
  • Provide leadership and strategic direction to the IT Help Desk function, establishing service level agreements (SLAs), performance metrics, and continuous improvement objectives.
  • Foster a customer service culture within the Help Desk that prioritizes responsiveness, empathy, first-call resolution, and proactive communication with end users.
  • Oversee IT service management (ITSM) platform utilization, including incident, request, problem, and change management processes aligned with ITIL best practices.
  • Partner with Applications & Data Director and operational leaders to ensure Help Desk services meet the unique demands of a 24/7 healthcare environment, including on-call escalation protocols.
• Financial Accountability
  • Develop, manage, and report on annual operating and capital budgets for infastructure services, typically encompassing multi-million-dollar expenditures across software licensing, professional services, staffing, and infrastructure.
  • Conduct rigorous cost-benefit analysis and ROI assessments for all proposed investments, ensuring alignment with organizational financial targets.
  • Negotiate and manage vendor and third-party service contracts to optimize value and minimize total cost of ownership.
  • Provide regular financial reporting and variance analysis to the CIO and Finance leadership.
• Other Duties:
  • Attend scheduled staff meetings, supervision, and on-going training.
  • All required training, certifications and licensure must be kept current in accordance with applicable licensing and accreditation regulations and standards.
  • Maintain high standards of ethical and professional conduct and adhere to Agency policies and procedures.
  • Other duties as assigned by management.

Wingspan Care Group (“Wingspan”) is the not-for-profit parent company of Applewood Centers, Inc., Bellefaire Jewish Children’s Bureau, Bluestone Child & Adolescent Psychiatric Hospital, and Lifeworks. The mission of Wingspan is to provide organizational efficiencies at the operational, administrative, and fiscal levels for its subsidiary agencies so that they may focus on their respective missions. Wingspan is an Equal Opportunity Employer. Wingspan’s policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws. Wingspan also prohibits harassment of applicants or employees based on any of these protected categories.

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