Director of IT Operations & Security

QualDerm Partners•Brentwood, TN

About The Position

The Director of IT Operations & Security is accountable for reliable, scalable day-to-day IT operations across QualDerm’s multi-state clinic footprint and for building a practical, risk-based security program that protects patients, providers, teammates, and business continuity. This leader drives operational excellence (service desk, infrastructure, identity, endpoint, network, vendor performance) while maturing security governance, controls, and incident readiness in a healthcare environment. IT Operations Leadership (Multi-site Healthcare) Own IT service delivery across clinics and corporate teams: incident, request, problem, and change management. Lead service desk performance (triage quality, first-contact resolution, AHT, backlog hygiene), escalation paths, and knowledge management. Ensure high availability and performance of core IT platforms: identity (Entra ID), M365, endpoint management (Intune), networking/Wi-Fi, and infrastructure services. Establish and maintain operational standards: device lifecycle, patching cadence, backup/restore, remote support, site onboarding/offboarding playbooks, vendor runbooks. Drive vendor governance for MSPs, telecom/ISP, security providers, and infrastructure partners—ensure KPIs, accountability, and cost control. Manage operational budgeting: renewals, licensing optimization, hardware standards, and cost-to-support metrics. Security Program Ownership (Practical & Scalable) Lead QualDerm’s security operations and risk reduction roadmap aligned to HIPAA and healthcare expectations. Implement and maintain foundational controls: Identity & access management (MFA, conditional access, privileged access) Endpoint security (EDR, encryption, secure configuration baselines) Vulnerability management (scanning, remediation SLAs, reporting) Email and collaboration security (phishing protection, DLP where appropriate) Logging/monitoring (SIEM where needed), alert triage, and incident response playbooks Own incident response readiness: tabletop exercises, communication plans, evidence preservation, and post-incident improvements. Partner with Compliance/Legal on security policies, risk assessments, BAAs, vendor security reviews, and audit readiness. Drive security awareness with measurable outcomes (phishing resilience, training completion, high-risk user targeting). Operational Governance & Continuous Improvement Build a “single source of truth” operating cadence: weekly metrics, monthly risk and reliability reviews, quarterly roadmap updates. Create and maintain documentation: SOPs, runbooks, asset standards, disaster recovery procedures, and escalation matrices. Identify automation opportunities in service workflows (e.g., provisioning, access requests, device setup, ticket routing) to reduce manual work.

Requirements

8–12+ years in IT operations leadership, including multi-site or distributed environments
Demonstrated ownership of IT service management (ITIL-aligned) and measurable operational outcomes
Hands-on experience with Microsoft ecosystem: M365, Entra ID, Intune, endpoint security, conditional access
Security leadership experience implementing practical controls (IAM, endpoint, vulnerability management, IR)
Vendor management expertise (MSP/MSSP/telecom) with KPI-driven accountability
Strong communicator who can translate technical issues into business impact and risk

Nice To Haves

Healthcare experience (HIPAA, PHI handling, vendor BAAs, audit readiness)
Familiarity with Freshservice (or similar ITSM) and automation/workflow tools (Power Automate, scripting)
Experience supporting EMR environments and clinical workflows (ModMed EMA/PM exposure a plus)
Security certifications: CISSP, CISM, CCSP, or equivalent; IT certs (ITIL, Microsoft) helpful

Responsibilities

Own IT service delivery across clinics and corporate teams: incident, request, problem, and change management.
Lead service desk performance (triage quality, first-contact resolution, AHT, backlog hygiene), escalation paths, and knowledge management.
Ensure high availability and performance of core IT platforms: identity (Entra ID), M365, endpoint management (Intune), networking/Wi-Fi, and infrastructure services.
Establish and maintain operational standards: device lifecycle, patching cadence, backup/restore, remote support, site onboarding/offboarding playbooks, vendor runbooks.
Drive vendor governance for MSPs, telecom/ISP, security providers, and infrastructure partners—ensure KPIs, accountability, and cost control.
Manage operational budgeting: renewals, licensing optimization, hardware standards, and cost-to-support metrics.
Lead QualDerm’s security operations and risk reduction roadmap aligned to HIPAA and healthcare expectations.
Implement and maintain foundational controls: Identity & access management (MFA, conditional access, privileged access) Endpoint security (EDR, encryption, secure configuration baselines) Vulnerability management (scanning, remediation SLAs, reporting) Email and collaboration security (phishing protection, DLP where appropriate) Logging/monitoring (SIEM where needed), alert triage, and incident response playbooks
Own incident response readiness: tabletop exercises, communication plans, evidence preservation, and post-incident improvements.
Partner with Compliance/Legal on security policies, risk assessments, BAAs, vendor security reviews, and audit readiness.
Drive security awareness with measurable outcomes (phishing resilience, training completion, high-risk user targeting).
Build a “single source of truth” operating cadence: weekly metrics, monthly risk and reliability reviews, quarterly roadmap updates.
Create and maintain documentation: SOPs, runbooks, asset standards, disaster recovery procedures, and escalation matrices.
Identify automation opportunities in service workflows (e.g., provisioning, access requests, device setup, ticket routing) to reduce manual work.

Benefits

Competitive Pay – Attractive compensation to reward your hard work
Comprehensive Health Coverage – Includes Medical, Dental, and Vision plans to keep you covered
Generous 401(k) Plan – Company matches 100% of the first 3%, plus 50% of the next 2%, with immediate vesting
Paid Time Off (PTO) – Accrue PTO from day one, plus enjoy 6 paid holidays and 2 floating holidays each year
Company-Paid Life Insurance – Peace of mind with basic life coverage, with the option for additional plans
Disability Protection – Short-term and long-term disability coverage to protect you in unexpected circumstances
Additional Wellness Plans – Accident, critical illness, and identity theft protection plans for extra security
Employee Assistance Program (EAP) – Access confidential support for personal or work-related challenges
Exclusive Employee Discounts – Save on products and services with special discounts just for you
Referral Bonus Program – Earn bonuses by referring qualified candidates to join the team