"Alerted.org

IT Director - Infrastructure & Support

Job Details

Job Location

Polaris Pharmacy Services of Ft Lauderdale - Ft. Lauderdale, FL

Position Type

Full Time

Job Shift

Day

Description

Job Summary: As an IT Director, you will be responsible for overseeing the company's entire IT infrastructure, managing a team of IT professionals, and ensuring the effective and efficient operation of all IT systems and services. The ideal candidate will have a strong background in IT management, exceptional leadership skills, and a proven track record of successfully implementing IT strategies aligned with business objectives. Supervisory Responsibilities: This position oversees IT roles

Duties/Responsibilities:

+ Team Leadership & Management

+ Supervise and mentor a team of 6 server and desktop engineers and a considerable number of vendor team members.

+ Foster a culture of accountability, continuous improvement, and customer service excellence.

+ Conduct regular performance reviews and provide coaching and development opportunities.

+ Develop and execute IT strategies and initiatives that align with the organization's goals and objectives.

+ Establish and enforce IT policies, procedures, and standards to ensure compliance with relevant regulations and best practices.

+ Vendor & Service Management

+ Manage a $2M/year Managed Service Arrangement (MSA), ensuring vendor performance aligns with contractual obligations and service level agreements (SLAs).

+ Serve as the primary liaison between internal stakeholders and several external service providers.

+ Develop and monitor IT budgets, controlling costs and optimizing resource allocation.

+ Operational Excellence

+ Establish and manage key performance metrics including:

+ Mean Time to Repair (MTTR)

+ Available System Time

+ Help Desk Ticket Closure within SLA

+ Ticket reduction

+ Drive root cause analysis (RCA) for recurring incidents and implement corrective actions.

+ Develop methods and solutions to provide 24x7x365 availability to pharmacies.

+ Maintain and enhance the IT service catalog to ensure clarity and alignment with business needs.

+ Oversee the design, implementation, and maintenance of the company's IT infrastructure, including networks, servers, databases, and applications.

+ Infrastructure Enhancements and Optimization

+ Oversee an Azure environment running Commercial Off The Shelf (COTS), semi-custom, and fully bespoke applications.

+ Migrate on premise servers to cloud.

+ Advise on multi-site, multi-zone, and localized architectures to provide continuous availability.

+ Network design and optimization activities.

+ Telephony and call routing management leadership and guidance for supporting team members.

+ Incident & Problem Management

+ Oversee incident response and escalation processes to ensure timely resolution.

+ Lead post-incident reviews and ensure documentation of lessons learned.

+ Process Improvement

+ Optimize Azure Cloud utilization and expense.

+ Identify and implement process improvements to enhance system uptime and user satisfaction.

+ Collaborate with cross-functional teams to align IT support with business objectives.

+ Implement advanced monitoring / telemetry tools. Evaluate and recommend new technologies, tools, and systems to improve the efficiency and effectiveness of IT operations.

Qualifications

Required Skills/Abilities:

+ Actively engaged with a bias for action.

+ Vendor and Managed Services Partner (MSP) management.

+ Incident management coordination through resolution.

+ Strong knowledge of IT infrastructure, systems, and security principles.

+ Demonstrated ability to develop and execute strategic IT plans that align with business objectives.

+ Excellent leadership and people management skills, with the ability to motivate and inspire a team.

+ Strong analytical and problem-solving abilities, with a focus on innovation and continuous improvement.

+ Exceptional communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organization.

+ Proven track record of successfully managing large-scale IT projects and delivering results on time and within budget.

+ Knowledge of relevant regulatory requirements and best practices in IT governance and compliance.

+ Up to 25% travel required.

Preferred Skills/Abilities:

+ SQL monitoring and basic query writing

+ Advanced Monitoring Tools (e.g. Dynatrace, Data Dog, Application Dynamics)

+ Pharmacy system support (e.g. Softwriters Frameworks, Red Sail PioneerRx)

+ Batch scripting writing skills

+ Networking and SD-WAN management

+ Telephony and IP Phone Systems configuration knowledge

QUALIFICATIONS/COMPETENCIES To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION and/or EXPERIENCE:

+ Bachelor's degree in Computer Science, Information Technology, or a related field. A master's degree is a plus.

+ Proven experience in a senior IT leadership role, with a minimum of 10 years of relevant experience.

+ Process Improvement Certification (e.g. 6 Sigma) preferred

+ Support Framework Certification (e.g. ITIL, ISO9000) preferred