Dir., Technical Operations & Infrastructure

American Nurses Association ANA • Silver Spring, MD

18h • $150,000 - $188,000 • Hybrid

About The Position

The American Nurses Enterprise (ANE) is seeking a Director, Technical Operations & Infrastructure to lead and support a highly skilled, high-performing team of up to four direct reports and six indirect reports. As the Director, Technical Operations & Infrastructure, you are a senior IT leader responsible for the availability, reliability, security, modernization, and operational performance of ANE’s core technology environment. The role spans infrastructure, cloud operations, end-user services, service desk management, cybersecurity operations partnership, physical/facilities technology, vendor oversight, and operational governance. As a member of the IT leadership team, this leader translates IT strategy into measurable service performance, risk reduction, and high-quality employee technology experience.

This is both a strategic and execution-oriented leadership role. As a Director, Technical Operations and Infrastructure, you will be presenting to executives, managing complex vendors, leading teams through change, and stepping into operational details when needed to remove barriers and keep critical services running.

Join the American Nurses Enterprise (ANE) and be part of the team building a healthy world through The Power of Nurses™. Our goals are to (1) Elevate the Profession of Nursing Globally (2) Evolve the Practice of Nursing to Improve Health, Health Care, and Health Equity and (3) Ensure the Professional Success of Nurses. Our core values: Trusted, Inclusive, Innovative and Empowered guide everything we do. We are committed to creating a supportive and dynamic workplace where employees can thrive.

We understand the importance of work-life balance and offer flexible work arrangements and generous paid time off. Our modern office spaces are designed to foster collaboration and creativity. The collaborative culture and supportive team environment make ANE a great place to grow your career.

Requirements

• Bachelor's degree in Computer Science, Information Technology, Engineering, Business Administration, or a related field; equivalent experience may be considered.
• 10+ years of progressive IT infrastructure, operations, service delivery, or technical operations experience.
• 5+ years of leadership experience managing technical teams, vendors, budgets, and enterprise service delivery.
• Demonstrated experience managing hybrid infrastructure environments, including cloud platforms, networks, endpoint services, collaboration tools, and high-availability systems.
• Strong knowledge of ITSM practices, operational KPIs, SLAs, incident/problem/change management, and continuous service improvement.
• Experience partnering with cybersecurity, compliance, privacy, Legal, Finance, Procurement, Facilities, and business stakeholders.
• Proven ability to communicate clearly with executive, technical, and non-technical audiences.
• Experience managing vendor contracts, renewals, service levels, procurement processes, and cost optimization initiatives.

Nice To Haves

• Experience in association management, nonprofit, healthcare, member-based organizations, or similarly mission-driven environments.
• Experience with Microsoft 365, Azure, identity and access management, endpoint management, ITSM tools, network services, conferencing/AV technology, and cloud cost governance.
• Familiarity with Personify or other Association Management Systems (AMS), SaaS integrations, and enterprise data protection requirements.
• Knowledge of NIST CSF, SOC 2, PCI DSS, GDPR/privacy programs, HIPAA-adjacent controls, or vendor risk management frameworks.
• Certifications such as ITIL, CISSP, CISM, Security+, Azure/AWS, PMP, or similar leadership/technical credentials.

Responsibilities

• Own operational reliability: Lead the design, performance, availability, and lifecycle management of ANA's core infrastructure, including cloud-hosted, on-premise, network, endpoint, and collaboration environments.
• Modernize the infrastructure roadmap: Create and maintain a multi-year roadmap that improves resiliency, scalability, operational efficiency, and security posture while reducing technical debt.
• Manage disaster recovery and continuity: Ensure disaster recovery, backup, recovery, business continuity, patching, and capacity practices are documented, tested, and continuously improved.
• Optimize cloud and platform performance: Partner with Enterprise Architecture and Applications leadership to ensure cloud and infrastructure services support current operations, integrations, analytics, and future modernization needs.
• Maintain operational documentation: Ensure SOPs, system diagrams, support runbooks, escalation paths, and asset inventories remain current and usable by the team.
• Improve the employee technology experience: Lead service desk, endpoint, device provisioning, onboarding/offboarding support, collaboration support, software access, and VIP/executive support standards.
• Govern service performance: Define and track KPIs, SLAs, service quality trends, ticket aging, root-cause patterns, end-user satisfaction, and service improvement plans.
• Mature ITSM practices: Strengthen incident, problem, change, request, knowledge, configuration, and asset management practices with clear ownership and measurable outcomes.
• Support hybrid work: Ensure Microsoft 365, Teams, conference room technology, remote access, access management, and collaboration tools support ANA's hybrid model and staff productivity.
• Create a service culture: Build a support model that is responsive, professional, accountable, and easy for staff and business partners to work with.
• Embed security into operations: Partner with cybersecurity, Data Governance, Legal, and business owners to ensure operational controls align with ANA's risk, privacy, and compliance expectations.
• Support incident response readiness: Ensure infrastructure and operations teams are prepared for security events, outages, escalations, and after-action reviews.
• Drive remediation discipline: Oversee infrastructure-related vulnerability remediation, patch management, endpoint protections, access hygiene, configuration hardening, and operational risk tracking.
• Support compliance needs: Help operationalize requirements related to PCI, privacy, NIST-aligned controls, vendor risk, and data protection where technology operations has custodial responsibility.
• Improve governance clarity: Document decision rights, escalation paths, ownership boundaries, and handoffs across infrastructure, applications, enterprise architecture, cybersecurity, Data Governance, Facilities, and vendors.
• Serve as Facilities technology partner: Act as the primary IT operations liaison for building-related technology, office moves, room readiness, access control, surveillance-related technology, visitor/badging technology, and digital workplace needs.
• Own conference room technology reliability: Ensure Teams Rooms, conference room AV, hybrid meeting equipment, executive meeting technology, and collaboration tools are consistently ready, supported, and documented.
• Plan lifecycle replacements: Maintain lifecycle plans for facility-based technology, collaboration spaces, endpoint devices, and infrastructure components.
• Support business continuity at the office: Coordinate with Facilities and Business Services on operational readiness, emergency procedures, and technology support for office-based work.
• Manage critical vendors: Oversee managed service providers, infrastructure vendors, telecom/network providers, cloud service providers, endpoint suppliers, collaboration/AV vendors, and security operations partners.
• Create accountability: Establish vendor scorecards, service-level expectations, renewal calendars, escalation protocols, and performance reviews.
• Control spend: Develop and manage operating and capital budget inputs for infrastructure, operations, endpoint lifecycle, service desk tools, cloud services, and managed services.
• Optimize value: Identify opportunities to consolidate tools, retire redundant services, improve licensing discipline, and align spending to business value and risk reduction.
• Support procurement discipline: Partner with Finance, Legal, and Procurement stakeholders on contracts, renewals, statements of work, RFPs, and vendor risk reviews.
• Lead the team: Recruit, coach, mentor, and manage infrastructure, operations, service desk, security operations, and support personnel; set clear goals and career development expectations.
• Build bench strength: Create succession plans, skills development plans, cross-training, documentation standards, and coverage models that reduce single points of failure.
• Partner across IT: Work closely with Enterprise Applications, Enterprise Architecture, PMO, Cybersecurity, Data Governance, and business stakeholders to transition new solutions into sustainable operations.
• Communicate clearly: Translate technical risks, service trends, and infrastructure needs into executive-ready recommendations, decisions, and narratives.
• Model ANA values: Demonstrate trust, inclusiveness, innovation, empowerment, accountability, service orientation, and calm leadership under pressure.

Benefits

• 401K retirement contributions of up to 7%
• generous PTO which includes the week-off between Dec 25 and Jan 1, in addition to Personal Days-off
• 11 paid Holidays
• excellent health/medical benefits
• ANE learning and development programs (internally and externally)

What This Job Offers

• Job Type: Full-time
• Career Level: Director