Director of Technology Operations (Infrastructure and Support)

Job Title: Director of Technology Operations (Infrastructure and Support)

Location: Hybrid in MT Laurel, NJ

Company Overview: RetireeFirst is a Medicare administrative services and retiree advocacy company. We work with any entity that offers Medicare benefits to their retiree employees. Our client base includes Labor Union Health/Pension Funds, Municipalities, Colleges/Universities, & Private Sector employers.

Position Overview: RetireeFirst is seeking a highly skilled and driven Director of Technology (hands-on) with experience in a healthcare and call center business to play a crucial role in the success of our organization.

As the Director of Tech Ops, you will be responsible for developing and leading a high performing team consisting of helpdesk and infrastructure engineering to deliver technical projects and support, consistently and reliably. You will collaborate with cross-functional teams to ensure solutions adhere to information security controls, compliance, redundancy, and reliability. You will play a key role in completing and leading all related projects as well as contributing to the overall Technology strategy to ensure our Service, Growth, Finance and HR departments are enabled to complete business objectives efficiently. You are well versed in cloud architecture, network and operating in a mostly cloud based environment.

Keys to success: Over the first 90 days, the Director of Technology Operations will have:

• Established key relationships and gained intimate knowledge of the business and processes, especially as it relates to our Call center business and internal operations.
• Created a Technology project roadmap with estimated delivery timelines for all ongoing initiatives including office network refresh, collaboration technology improvements, expansion of single sign on across business applications, network redundancy and new office infrastructure build out.
• Draft a Technology hardware refresh and disposal program
• Developed a plan to improve onboarding/offboarding efficiency.
• Identified infrastructure performance and redundancy improvements and drafted an execution plan
  
  

Developed a strong point of view on overall team strengths, weaknesses and opportunities and recommended actions.

Responsibilities

• Technical expertise and proficiency:

• Strategic Leadership:
• Help develop and execute the overall IT strategy aligned with the organization's business goals.
• Contribute to the overall AI planning and implementation across the organization.
• Provide leadership in planning, implementing, and managing technology infrastructure to ensure scalability, reliability, and security.
• Maintain a constant view on team performance through metrics, interviews, surveys, and feedback.
• Team Management:
• Lead and mentor a high-performing team of IT professionals, including infrastructure engineers, support specialists, and system administrators.
• Ensure that all work is tracked and delivered on time, taking accountability for timely project/status updates and service delivery.
• Foster a collaborative and innovative team culture, encouraging continuous learning and professional development.
• Serve as a key point of contact for technical escalations.
• Lead by example by planning and playing a hands-on role in execution of projects.
• Take ownership of the Infrastructure environment and support service delivery by playing an active role in resolving issues and problem management.
• Infrastructure Planning and Optimization:
• Oversee the design, implementation, and maintenance of the organization's IT infrastructure, ensuring optimal performance, security, and cost-effectiveness.
• Evaluate emerging technologies and trends to make recommendations for infrastructure improvements and enhancements.
• Evaluate current processes to find improvement opportunities.
• Support Services:
• Manage IT support services, ensuring timely resolution of incidents, service requests, and problems.
• Establish and maintain service level agreements (SLAs) to meet or exceed user expectations.
• Establish a cadence to review relevant metrics associated with Technology Operations
• Security and Compliance:
• Working with the Information Security group, Develop and implement robust security measures to protect the organization's IT infrastructure from potential threats and vulnerabilities.
• Ensure compliance with Healthcare regulations and contractual commitments, maintaining a secure and audit-ready environment.
• Budget and Resource Management:
• Develop and manage the IT infrastructure budget, ensuring efficient utilization of resources and cost-effectiveness.
• Collaborate with other department heads to align IT infrastructure investments with overall business objectives.
• Manage vendor contracts/renewals and assist with negotiations.
  

Qualifications

• Bachelor’s degree in information technology, Computer Science, or a related field or equivalent work experience
• Experience supporting technology in a call center environment is a plus.
• Proven experience 8+ years in IT infrastructure, 3+ years in an IT leadership role, with a focus on infrastructure and support.
• Demonstrated experience as a player/coach leader.
• Demonstrated ability to walk the line between tactical and strategic.
• Strong technical background in IT infrastructure, Office 365, Azure AD, networking, servers, storage, and cloud services (Azure/AWS).
• Strong understanding of software licensing and contract management
• Proven ability to successfully manage projects to completion within allotted timeframes.
• Demonstrated ability to manage vendors and strategic partners to execute and complete initiatives as scoped.
• Excellent leadership, communication, and team management skills.
• Solid understanding of cybersecurity principles and best practices.
• Experience in budget management and strategic planning.
• Relevant certifications (e.g., ITIL, CISSP, PMP) are a plus.
  
  

Key Technologies And Proficiencies

• CCaaS (and Polycom)
• Salesforce Cloud
• Office 365
• Email security and spam filtering (Microsoft and Zixx today)
• MS Azure
• Network (Switches/Routers/AP’s)
• MS SQL
• Zoom
• Slack
• Boomi
• Sophos
• Intune
• Darktrace