Head of IT Operations - Fully Remote

SOUND Behavioral Health is growing and we are excited to welcome a Director of IT Operations to our growing team in Tukwila WA! If youre someone who enjoys supporting others and believes in the power of community behavioral health youll fit right in here.

The Director IT Operations is responsible for the development management and support of SOUNDs technology environment including network and server infrastructure cloud services help desk and end-user support hardware business applications and technology security. The Director partners with organizational leaders to integrate business operations and IT operations identify technology needs and develop solutions that support service delivery operational efficiency organizational growth and the team-member and client experience. The position participates in technical research evaluation and implementation of emerging technologies and digital solutions to support continued service growth performance stability and innovation.

The Director oversees IT infrastructure cybersecurity applications technology assets vendors budgets governance and business continuity while ensuring appropriate compliance with organizational regulatory and security requirements. This position also manages and provides direct supervision to IT team members supporting their development performance and ability to deliver responsive and effective technology services across SOUND.

Location: Tukwila East Office (6400 Southcenter Blvd Tukwila WA 98188).
Schedule: Full-Time Monday-Friday; with flexibility to meet business needs.

We are accepting applications until October 19.
IT Strategy & Business Alignment
Develop and maintain the IT strategic roadmap.
Partner with organizational leadership to identify technology solutions that improve operations and client services.
Evaluate emerging technologies and digital transformation opportunities.
Infrastructure & Cloud Operations
Oversee networks servers storage telecommunications and cloud environments.
Ensure system reliability scalability and performance.
Manage infrastructure upgrades and lifecycle planning.
Cybersecurity & Risk Management
Assist with cybersecurity operations and incident response.
Maintain security policies standards and governance programs.
Conduct vulnerability management risk assessments and disaster recovery testing.
Ensure compliance with healthcare privacy and nonprofit regulatory requirements.
Service Desk & End User Support
Oversee Help Desk operations and service-level agreements (SLAs).
Ensure staff receive responsive technology support.
Measure customer satisfaction and support performance.
Standardize support processes and knowledge management.
Application & Systems Management
Collaborate support for enterprise systems such as:
Electronic Health Records (EHR)

HRIS

Collaboration platforms
Assist in the management of integrations and data flow between systems.
Help to ensure business continuity for critical applications.
Budget & Financial Stewardship
Develop and manage the annual IT operating and capital budget.
Forecast hardware software staffing cybersecurity and cloud costs.
Participate in long-range capital planning.
Vendor & Contract Management
Manage technology vendors managed service providers and consultants.
Lead contract negotiations and renewals.
Monitor vendor performance and service delivery.
Control software licensing and subscription costs.
Asset Lifecycle Management
Maintain inventory of all organizational technology assets.
Oversee procurement deployment and disposal processes.
Ensure software license compliance.
Governance Compliance & Data Management
Maintain IT governance standards.
Create and maintain policies for security change management and technology use.
Support organizational compliance initiatives.
Develop and maintain data governance and reporting standards.
Comply with all applicable federal state and county laws and regulations Sound policies and procedures and all safety regulations.

Directly supervises employees and carries out supervisory responsibilities in accordance with the organizations policies and applicable laws.
Supervision interviewing participation in hiring team members;
Planning assigning and directing work; appraising performance;
Addressing complaints and resolving problems.
Develops and maintains collaborative working relationships across departments engaging with vendors community partners clients team members management and leadership in a manner that values diverse perspectives and lived experiences. Contributes to a respectful and inclusive work environment by practicing cultural humility promoting equity in services and decision-making and supporting efforts that foster a sense of belonging for all.

Bachelors degree in IT Computer Science or equivalent engineering degree is preferred.

• 7 years of experience working in an IT environment with 5 years in a management role is required.
• Experience building and managing multidisciplinary support teams is required.
• Strong project management skills managing large enterprise company-wide projects is required.
• Experience working with diverse corporate functions balancing IT/business requirements is required.
• Experience in vendor selection processes service negotiations and managing SOWs is required.
• Preferred: experience with Business Applications Support.

Knowledge of applicable IT frameworks and compliance NIST ITIL Lean
IT Cost budget management reconciliation and reporting
Customer escalation and conflict resolution skills required
Resource planning and risk mitigation management
Proficient use of MS tools including but not limited to Word Excel Outlook SharePoint
Strong team building leadership skills energetic enthusiastic and mission driven
Knowledge of VMware Cisco (Meraki) OKTA AD/Azure MS Stack Mimecast Cloud Storage Freshservice are a plus.
Ability to work evenings and/or weekends as needed.
Self-motivation -- ability to work with minimal supervision; Strong knowledge of networking and security concepts as they apply to HIPAA PHI PII.

CERTIFICATES LICENSES REGISTRATIONS:

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Visual ability to review computer screens dashboards reports technical documentation financial information and other detailed data with or without corrective devices.
Ability to communicate clearly and effectively through in-person telephone video conferencing and written communication.
Ability to monitor and interpret system alerts notifications dashboards and other technical information requiring visual and auditory attention.
Primarily performs work in an office remote and technology environment with prolonged periods of sitting and computer use.
Frequently uses a computer keyboard mouse telephone and other standard office and technology equipment.
May be required to stand walk bend reach and move throughout office and technology environments.
May occasionally lift carry or move technology equipment supplies or materials weighing up to 25 pounds.
May occasionally travel between Sound locations data/technology environments or vendor sites as required.
May occasionally work in areas where servers network equipment telecommunications equipment or other technology infrastructure are located.
Must maintain regular and reliable attendance and be available to respond to critical technology cybersecurity or infrastructure issues as required.

Ability to analyze complex technical operational financial security and organizational information and make sound informed decisions.
Ability to evaluate technology risks vulnerabilities emerging technologies investments and business continuity needs.
Ability to manage multiple projects priorities deadlines vendors operational issues and strategic initiatives simultaneously.
Ability to exercise sound judgment and remain composed when responding to cybersecurity incidents system outages technology failures and other urgent situations.
Ability to lead coach mentor and develop IT team members while providing clear direction accountability and performance feedback.
Ability to maintain attention to detail and accuracy when managing budgets contracts licenses security requirements system configurations and technology documentation.
Ability to adapt to changing technologies organizational priorities regulatory requirements cybersecurity threats and business needs.
Ability to maintain confidentiality and appropriately handle sensitive organizational client financial security and technology information.

Team members will be required to follow any other Job-related instructions and to perform other duties requested by their supervisor in compliance with Federal and State laws. Medical Dental & Vision Insurance: Premium 100% paid by Sound for team member and child coverage to age 26 depending on plan selected. Spouse/Domestic Partner coverage available at team members cost.
Life Insurance (2x annual salary additional $25000): paid by Sound
Long Term Disability Insurance (60% monthly salary): paid by Sound
Retirement Plan: Sound contributes 3% to team members plan; Retirement Plan - 401(k) Plan pre-tax and/or Roth: team member may contribute to their own plan.
Health Savings Account: Sound contributes $1133.33 (individual) or$2266.67 (family) for eligible team members pro-rated for new hires infirst year.
Flexible Spending Accounts: for health care and dependent day care costs (pre-tax)
EAP: Employee Assistance Plan
Vacation: 18 days per year increasing with years of service
Holidays: 9 days per year
Free at all Sound sites
Training: Free in-house professional training and $400 annually 3paid days approved off-site training
Service Award: at& 40 years of service
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