Director of IT Operations

Ennoble Care • Marlton, NJ

8h • Onsite

About The Position

Ennoble Care is seeking a Director of IT Operations to oversee the daily technology operations supporting their clinical and administrative staff across multiple states and offices. This role is responsible for the help desk, device lifecycle management, platform administration, vendor management, procurement, employee onboarding/offboarding, and IT integration for mergers and acquisitions. This is an execution-focused role where the Director will implement the technology strategy set by the CIO, ensuring efficient and disciplined operations. The role involves managing a team of 7, leveraging an existing AI-powered automation infrastructure, and applying process discipline to current systems. Key responsibilities include managing help desk operations with a focus on SLAs and resolution times, overseeing the IT aspects of employee onboarding and offboarding, managing platform administration for key systems like M365, Dialpad, Zendesk, and ADP, centralizing IT vendor management and procurement, and leading IT integration efforts for acquisitions.

Requirements

• 5-8 years of IT operations experience.
• At least 2 years of experience managing a team.
• Experience building IT processes from scratch (SLAs, triage workflows, vendor management frameworks).
• Strong vendor management and procurement skills.
• Comfortable managing help desk operations at scale (500+ tickets/month).
• Experience with M365 administration, device lifecycle management, and Intune.
• Proven ability to execute strategy set by someone else without needing to own the vision.

Nice To Haves

• Healthcare industry experience (HIPAA awareness, clinical workflow understanding).
• Experience supporting a distributed workforce across multiple states.
• M&A integration experience (IT workstream for acquisitions).
• Familiarity with AI-assisted IT operations (willingness to adopt AI tools, not build them).
• Experience with Dialpad, Zendesk, or ADP.

Responsibilities

• Manage a Help Desk Lead and IT Support Technicians, overseeing 700+ tickets per month.
• Establish and enforce SLAs for IT support, targeting median resolution under 4 hours.
• Own Zendesk configuration, including triage workflows, routing rules, and escalation paths.
• Drive improvements in ticket resolution time and first-response metrics.
• Manage the end-to-end IT onboarding and offboarding lifecycle for new hires and terminations.
• Manage Onboarding/Offboarding Coordinators and build repeatable checklists with measurable SLAs.
• Handle IT aspects of M&A bulk onboarding, typically 20-50 new employees per acquisition.
• Manage a Platform Administrator responsible for M365, Dialpad, Zendesk, and ADP.
• Oversee license management and cost optimization across all IT platforms.
• Ensure system configurations support business needs, including call routing, form workflows, and access provisioning.
• Manage a Vendor/Procurement Coordinator.
• Centralize IT contract tracking, renewal calendars, and SLA monitoring for IT vendors.
• Oversee procurement for hardware, software, office supplies, shipping/mail, and marketing materials.
• Oversee the M&A IT Integration Lead, ensuring repeatable playbooks for practice onboarding, including accounts, devices, phone system setup, system migration, and credentialing coordination.

Benefits

• Medical, Dental, Vision
• Supplementary benefits such as Life Insurance, Short Term and Long Term Disability, Flexible Spending Accounts for Medical and Dependent Care, Accident, Critical Illness, and Hospital Indemnity.
• Paid Time Off
• Paid Office Holidays
• Paid Sick Time
• 401(k) with up to 3% company match
• Referral Program
• Payactiv: pay-on-demand

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed