Director of IT Operations

Sound•Tukwila, WA

2d•$129,730 - $162,157•Hybrid

About The Position

The Director, IT Operations is responsible for the development, management, and support of SOUND’s technology environment, including network and server infrastructure, cloud services, help desk and end-user support, hardware, business applications, and technology security. This position provides strategic and operational leadership to ensure Sound’s technology systems are reliable, secure, scalable, and aligned with organizational needs. 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.

Requirements

Bachelor’s 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 SOW’s is required.
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
Excellent verbal and written communication skills
Proficient use of MS tools including but not limited to Word, Excel, Outlook, SharePoint
Strong team building, leadership skills, energetic, enthusiastic, and mission driven
Ability to work evenings and/or weekends as needed.
Self-motivation -- ability to work with minimal supervision; independent, cooperative.
Strong knowledge of networking and security concepts as they apply to HIPAA, PHI, PII.
Washington State driver’s license and insurable driving record required.
Must pass a criminal background check.
Visual ability to review computer screens, dashboards, reports, technical documentation, financial information, and other detailed data, with or without corrective devices.
Auditory ability to participate in meetings, communicate with team members, vendors, leadership, and end users, and respond to technology-related issues, with or without assistive 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 develop, prioritize, and execute strategic technology plans aligned with organizational goals, operational needs, and growth initiatives.
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 identify problems, evaluate alternatives, determine appropriate solutions, and anticipate potential operational or security impacts.
Ability to translate complex technical concepts into clear information and recommendations for leadership, team members, and non-technical stakeholders.
Ability to negotiate, collaborate, and build effective working relationships with leadership, team members, vendors, consultants, and other stakeholders.
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.

Nice To Haves

Experience with Business Applications Support.
Knowledge of VMware, Cisco (Meraki), OKTA, AD/Azure, MS Stack, Mimecast, Cloud Storage, Freshservice are a plus.

Responsibilities

Develop and maintain the IT strategic roadmap.
Align technology investments with organizational goals and growth plans.
Partner with organizational leadership to identify technology solutions that improve operations and client services.
Evaluate emerging technologies and digital transformation opportunities.
Oversee networks, servers, storage, telecommunications, and cloud environments.
Ensure system reliability, scalability, and performance.
Establish monitoring, maintenance, and uptime standards.
Manage infrastructure upgrades and lifecycle planning.
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.
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.
Collaborate support for enterprise systems such as: Electronic Health Records (EHR), HRIS, ERP, Donor systems, Collaboration platforms.
Assist in the management of integrations and data flow between systems.
Help to ensure business continuity for critical applications.
Develop and manage the annual IT operating and capital budget.
Forecast hardware, software, staffing, cybersecurity, and cloud costs.
Evaluate ROI of technology investments.
Participate in long-range capital planning.
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.
Maintain inventory of all organizational technology assets.
Develop replacement schedules and refresh plans.
Oversee procurement, deployment, and disposal processes.
Ensure software license compliance.
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 organization's policies and applicable laws.
Supervision, interviewing, participation in hiring, team members.
Planning, assigning, and directing work; appraising performance.
Addressing complaints and resolving problems.
Build technical competencies within the department.
Perform other duties as needed and/or assigned.

Benefits

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 member’s cost.
Life Insurance (2x annual salary + additional $25,000): paid by Sound
Long Term Disability Insurance (60% monthly salary): paid by Sound
Retirement Plan: Sound contributes 3% to team member’s plan; team member is 100% vested.
Retirement Plan - 401(k) Plan, pre-tax and/or Roth: team member may contribute to their own plan.
Health Savings Account: Sound contributes $1,133.33 (individual) or $2,266.67 (family) for eligible team members, pro-rated for new hires in first 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
Sick Leave: 12 days per year
Bereavement Leave: for death in the family
Parking: Free at all Sound sites
Training: Free in-house professional training and $400 annually + 3 paid days approved off-site training
Service Award: at 5, 10, 15, 20, 25, 30, 35 & 40 years of service