IT Director

Alliance Animal Health•Charlotte, NC

8d•Remote

About The Position

Alliance Animal Health is hiring an IT Director to lead day-to-day IT service delivery and help execute technology initiatives across a network of more than 250 veterinary hospitals in the United States. Reporting to the Vice President of Technology, this hands-on technical leadership role oversees internal IT resources and the organization’s co-managed IT support model, working with its managed service provider, hospital teams, Operations leadership, vendors, and other stakeholders. The Director is accountable for a consistent, responsive, measurable, and customer-focused support experience while maintaining transparency and minimizing disruption to patient care and hospital operations. The role combines service leadership, vendor oversight, project management, business judgment, and active technical involvement. Responsibilities include troubleshooting complex escalations, administering Microsoft 365, supporting infrastructure, leading technology deployments and improvements, managing service performance and reporting, and coordinating projects across a nationally distributed organization. The position is fully remote within the United States, with periodic travel for hospital visits, vendor engagements, implementations, leadership meetings, and other strategic initiatives.

Requirements

Bachelor’s degree from an accredited four-year institution in Information Technology, Information Systems, Information Technology Management, Computer Science, or a related field.
At least 8 years of progressive professional experience in IT support, systems administration, infrastructure, service delivery, or technical operations.
At least 3 years of IT leadership, service delivery leadership, or technology team management experience.
Demonstrated experience leading IT operations in a multi-site or distributed organization.
Demonstrated experience managing an MSP, technology service provider, or co-managed IT relationship.
Strong project management experience planning and delivering technology initiatives involving multiple stakeholders and vendors.
Advanced, hands-on experience administering Microsoft 365 environments, including Entra ID, Intune, Exchange Online, Teams, SharePoint Online, endpoint management, identity and access management, Conditional Access, and security and compliance.
Working knowledge of networking fundamentals and technologies, including firewalls, switches, wireless access points, VPNs, DNS, DHCP, and internet connectivity.
Experience with IT service management, ticketing systems, remote monitoring and management platforms, endpoint management, and remote support technologies.
Demonstrated ability to manage service metrics, reporting, SLAs, escalations, and customer satisfaction programs.
Strong troubleshooting and analytical skills, including the technical depth to participate directly in complex escalations.
Exceptional customer service, relationship management, and interpersonal skills.
Strong written and verbal communication skills with the ability to communicate effectively with practice teams, technical resources, vendors, Operations leaders, and senior executives.
Ability to independently manage multiple priorities, projects, vendors, and operational responsibilities in a fast-paced environment.
Ability to work successfully in a fully remote organization and lead geographically distributed resources.
Ability to travel periodically as business and project requirements dictate.

Nice To Haves

Veterinary or animal health technology experience; experience supporting veterinary hospitals, animal health organizations, or other clinical environments.
Experience supporting 1,000 or more users and/or 100 or more geographically distributed locations.
Experience designing or operating a co-managed IT support model.
Experience leading technology integration for newly acquired or newly onboarded locations.
Strong understanding of cybersecurity operations, including EDR/MDR, SIEM, vulnerability management, security awareness, identity protection, and incident response.
Experience with ConnectWise, NinjaOne, Auvik, Liongard, Huntress, Microsoft Defender, or IT documentation and knowledge management platforms.
Experience supporting specialized veterinary or healthcare technologies, including practice management systems, imaging systems, payment technologies, and clinical equipment.
Formal project management experience or certification such as PMP, CAPM, or equivalent demonstrated experience.
ITIL Foundation or another IT service management certification.
Relevant Microsoft certifications.

Responsibilities

Lead day-to-day IT support and service delivery across the national hospital network, including internal support resources and the co-managed IT service model.
Monitor ticket queues, escalations, service levels, response and resolution times, customer satisfaction, and recurring support trends; improve support processes, procedures, documentation, and service expectations.
Act as a senior escalation resource and troubleshoot complex technical issues while partnering with hospital and Operations leadership to address technology needs and recurring problems.
Manage the day-to-day operational relationship with the managed service provider; define internal and external responsibilities and hold vendors accountable for contractual commitments, service levels, reporting, and customer satisfaction.
Lead recurring vendor service reviews and governance meetings, reviewing ticket trends, after-hours activity, incidents, service performance, and improvement opportunities.
Coordinate vendor onboarding, knowledge transfer, process improvement, service expansion, and support for specialized veterinary systems and equipment.
Build relationships with Practice Managers, Regional Directors, Regional Managers, Operations leaders, and corporate stakeholders; communicate service performance, initiatives, risks, and improvement opportunities.
Monitor customer satisfaction and other experience metrics, develop improvement plans, and work with partners to address root causes of recurring issues.
Lead technology initiatives from planning through implementation and operational handoff; develop project plans, schedules, milestones, dependencies, risk plans, and communications.
Manage concurrent projects across a distributed organization and coordinate internal stakeholders, MSP resources, vendors, Operations teams, and hospital leaders.
Lead or support hospital onboarding and integration, network standardization, infrastructure modernization, hardware replacement, Microsoft 365 initiatives, cybersecurity improvements, endpoint management, application implementations and migrations, vendor transitions, and technology policy and process improvements.
Communicate project status, risks, decisions, dependencies, and outcomes to Technology and business leadership; create repeatable deployment playbooks and standards.
Own IT operational reporting, establish service delivery KPIs, prepare monthly, quarterly, and annual performance reports, and use service data to identify operational improvements and technology investment opportunities.
Maintain a strong working knowledge of the technology environment and provide technical guidance and mentorship to Systems Administrators and other internal technology resources.
Troubleshoot endpoints, networking, Microsoft 365, authentication, cloud services, and hospital technology; collaborate with MSP engineering teams on advanced infrastructure, network, security, and cloud issues.
Support technology standards for workstations, servers, firewalls, switches, wireless infrastructure, remote access, endpoint security, and monitoring.
Maintain operational documentation, architecture information, asset visibility, standards, processes, and technology inventories; balance hands-on work with leadership, delegation, and ownership of outcomes.