Director, Infrastructure and Operations

The University of Texas at Austin•Austin, UT

6d•$218,526•Onsite

About The Position

The Director, Infrastructure and Operations owns the technology infrastructure and end-user service experience for Dell Medical School, UT Dell Medicine, and the UT Dell Medical Center. This role is accountable for the full scope of infrastructure delivery and technology support across clinical, research, education, and administrative functions. Reporting to the Deputy CIO and Deputy CISO, the Director drives the strategic direction for endpoints, server compute, network, data center, edge compute—including infrastructure supporting AI-enabled clinical applications and real-time device integration—connectivity, telecommunications, and audio-visual technologies across public cloud, private cloud, and on-premises environments. The Director is also accountable for day-to-day service quality across all user communities and is expected to maintain a visible presence within those communities to understand firsthand where the technology experience is falling short and to own the outcome of addressing it. The Director, Infrastructure and Operations provides strategic and operational leadership for enterprise infrastructure and technology support services across Dell Medical School, UT Dell Medicine, and the UT Dell Medical Center. The position leads infrastructure strategy, technology support, hospital infrastructure planning and buildout, Epic infrastructure, cloud infrastructure, network and endpoint management, business continuity and disaster recovery, budget and vendor management, and team development. The role ensures infrastructure and support models are scalable, resilient, secure, and aligned with the needs of clinical care, research, education, and administrative operations while preparing the organization for continued growth and the opening of the new UT Medical Center.

Requirements

Bachelor’s degree in Computer Science, Information Systems, Healthcare, or a related field.
Seven or more years of progressive IT infrastructure leadership experience, including managing teams, overseeing operations, and developing organizational capabilities.
Five or more years of experience managing infrastructure and support operations in a healthcare provider and hospital environment, including direct responsibility for end-user technology services across clinical, research, or educational populations.
Four or more years of experience managing infrastructure for an Epic EHR system and staff with ECSA, WSSA, ODBA, and similar roles.
Demonstrated experience owning and improving a technology support or service desk function, including accountability for service-level performance and user satisfaction outcomes.
Three or more years of direct budgetary responsibility for an infrastructure organization.
Proven experience with enterprise vendor management and contract negotiation.
Demonstrated knowledge of ITSM principles and service-delivery frameworks.

Nice To Haves

Master’s degree in a related field.
Experience supporting Epic EHR infrastructure, including server management, client deployment, and hosting vendor oversight.
Experience with new hospital or healthcare facility infrastructure design, buildout, and post-opening operational transition.
Demonstrated expertise with Microsoft Azure in a healthcare environment.
Experience in an academic medical center encompassing clinical practice, medical education, and research.
Experience collaborating with a university or health system central IT organization on shared infrastructure models.
Familiarity with biomedical device network integration and healthcare-specific infrastructure standards.
ITIL Foundation or higher – IT service management.
Microsoft Azure Fundamentals or Administrator.
Project Management Professional (PMP).
TOGAF – Enterprise Architecture.
CISSP – where the candidate bridges infrastructure and security leadership.

Responsibilities

Develop and communicate a multi-year infrastructure strategy spanning cloud, on-premises, network, biomedical, endpoints, telecommunications, and audio-visual capabilities.
Build and operate edge computing infrastructure to support AI-enabled clinical workflows, real-time biomedical device integration, and low-latency data processing at the point of care, in coordination with enterprise AI and data strategy.
Maintain a comprehensive integration plan defining shared infrastructure scope, ownership boundaries, and shared service agreements between Dell Medical School and UT Austin ITS/Enterprise Technology.
Align infrastructure strategy with Epic EHR, Adobe AEM, Salesforce, Workday, Microsoft Fabric, and enterprise application roadmaps to ensure platform readiness ahead of demand.
Establish and govern research computing infrastructure, including high-performance/GPU compute, research data storage, and collaboration with UT Austin's central research computing resources such as TACC, with clear separation between research and clinical production environments to meet differing data sensitivity, IRB, and compliance requirements.
Define infrastructure standards, reference architectures, and lifecycle management policies across all technology domains.
Design infrastructure and support models that scale efficiently as clinical volume, staff headcount, and facility footprint grow, including the new hospital, future clinics, and program expansion, without proportional increases in cost or headcount.
Evaluate technology trends continuously to keep the organization at the leading edge of healthcare infrastructure practice.
Integrate cybersecurity and resilience principles into all infrastructure planning in partnership with the Deputy CIO and CISO.
Own the technology service experience for all end users of Dell Medical School and UT Medicine, including clinical staff, researchers, educators, and administrative personnel, with direct accountability for the quality of that experience.
Lead and develop the technology support function delivering frontline service across all Dell Medical School and UT Medicine locations, with staffing models and service designs reflecting the distinct needs of clinical care, research operations, and educational programs.
Design and staff infrastructure support to operate on a 24x365 basis appropriate to a hospital environment, including on-call escalation tiers, off-hours coverage, and defined availability and uptime targets for clinical-critical systems.
Round regularly in clinical, research, and educational spaces to build direct knowledge of the user environment, surface issues before they escalate, and demonstrate visible technology leadership and accountability.
Establish and report on service delivery metrics, including first-call resolution, customer satisfaction, and mean time to resolution, with transparent performance accountability.
Apply formal continuous improvement methodologies, such as Lean and ITSM maturity practices, to drive measurable and sustained improvements in service delivery.
Drive automation and self-service capabilities to improve support efficiency and reduce ticket volume.
Manage audio-visual infrastructure for conference rooms, clinical spaces, and educational environments, including design standards, procurement, and ongoing support.
Partner with clinical, research, educational, and administrative leaders to ensure technology support aligns with workflows, anticipates emerging needs, and responds effectively when service falls short.
Ensure clear ownership boundaries between support operations and endpoint lifecycle strategy, with documented service levels and process standards governing both functions.
Build a culture of service excellence within the support team through deliberate coaching, measurable KPIs, visible performance standards, and commitment to the user experience.
Lead planning, design, and implementation of all technology infrastructure for the new UT Medical Center, targeted for 2030, serving as the primary infrastructure authority throughout construction and commissioning.
Partner with architects, construction teams, clinical leadership, and vendors to translate clinical requirements into specifications covering structured cabling, data centers, wireless coverage, nurse call, and audio-visual systems.
Develop and maintain a hospital infrastructure roadmap aligned with the construction timeline, including clear milestones, dependencies, and risk-mitigation plans.
Ensure designs comply with HIPAA, Joint Commission, NFPA, and applicable local codes.
Coordinate with UT System partners and external consultants to validate designs and leverage expertise from comparable academic medical center buildouts.
Engage UT Austin infrastructure leadership to develop a collaborative integration plan for the hospital's physical network and campus connectivity.
Lead the transition from construction and commissioning to steady-state operations, ensuring infrastructure support staffing, on-call coverage, and service models are fully established before go-live and sustained through and beyond hospital opening.
Serve as the primary infrastructure owner for Epic and all Epic-adjacent hosted systems, owning the hosting vendor relationship, including contract compliance, SLA monitoring, escalation, and renewal.
Own all Epic ECSA and WSSA responsibilities, including client, mobile and server administration, web server operations, Hyperspace deployments, workstation configurations, and capacity planning across all Epic environments.
Build and maintain a team with direct Epic training and operational experience.
Coordinate with the hosting vendor to ensure backup, recovery testing, and disaster recovery failover procedures are documented, tested, and meeting organizational recovery objectives.
Lead the strategy, governance, and operations of Dell Medical School's Azure subscriptions and Microsoft Fabric environment within the UT Austin tenant, including subscription management, resource governance, cost optimization, and security posture.
Develop and maintain cloud architecture standards for Dell Medical School's Azure resources covering virtual networking, data residency, encryption, and connectivity to on-premises and Epic hosting environments.
Manage capacity planning and cost forecasting for Dell Medical School's Azure subscriptions through tagging, budgeting, and rightsizing practices.
Oversee adoption of Azure-native and Fabric capabilities appropriate for healthcare operations, research, and education, including Azure Virtual Desktop, storage services, and PaaS offerings.
Integrate with UT Austin's Entra ID and Microsoft 365 environment rather than governing those platforms independently.
Ensure Azure and Fabric configurations under Dell Medical School's management comply with HIPAA, HITECH, and UT System cybersecurity requirements.
Coordinate with UT Austin Enterprise Technology Services on governance matters crossing tenant boundaries.
Provide strategic leadership for network infrastructure spanning LAN, WAN, wireless, and data center fabrics in collaboration with UT Austin network teams and external hosting partners.
Ensure network architecture supports clinical operations, biomedical device connectivity, research computing, and administrative functions with appropriate segmentation, redundancy, and performance.
Oversee network security controls, including firewall policy, micro-segmentation, and access control, in partnership with the cybersecurity function.
Own and execute the enterprise endpoint strategy for devices used by clinical and administrative staff on-site and off-site.
Lead the transition to a more controlled endpoint access model while maintaining a positive user experience.
Lead the design and implementation of a virtual desktop solution supporting internal and external users without dependence on managed physical hardware.
Manage device lifecycle programs covering imaging, provisioning, deployment, and retirement across endpoint categories.
Lead business continuity and disaster recovery planning across infrastructure domains to ensure clinical operations can be sustained or rapidly restored following a disruption.
Develop, document, and regularly test disaster recovery runbooks for Epic, network, Azure, and hosted environments in coordination with the hosting vendor and UT Austin partners.
Ensure recovery time objectives and recovery point objectives are defined, validated, and aligned with clinical risk tolerance across critical systems.
Partner with the cybersecurity function on incident response planning for ransomware, data loss, and other cyber events within the disaster recovery framework.
Develop and manage annual operating and capital budgets for the infrastructure domain aligned with multi-year planning horizons.
Negotiate and manage contracts with key technology vendors and service providers, holding partners accountable to defined SLAs and contractual obligations.
Maintain a comprehensive vendor inventory and contract calendar to proactively manage renewals, eliminations, and consolidation opportunities.
Provide financial analysis and business cases for infrastructure investment decisions presented to executive leadership.
Build and develop a high-performing infrastructure team through deliberate hiring, mentorship, career development, and performance management.
Foster a culture of service excellence, continuous improvement, accountability, and collaboration aligned with HIVE-TECH organizational values.
Collaborate with peer directors across cybersecurity, applications, interoperability, and digital experience to deliver integrated technology solutions.
Serve as the escalation point for high-severity infrastructure incidents and drive timely resolution with appropriate stakeholder communication.
Represent the organization at healthcare IT and infrastructure conferences and industry forums.
Participate in enterprise technology planning committees and governance sessions.
Maintain awareness of infrastructure trends, vendor developments, and emerging healthcare technology standards.
Perform related duties as required.