IT Director

Alliance Animal Health•Charlotte, NC

22h•Remote

About The Position

Alliance Animal Health is seeking 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 technology leadership role oversees internal support 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 consistent, responsive, high-quality support, transparent service standards, and a strong customer-focused culture. The role combines leadership and operational ownership with direct technical involvement. The IT Director serves as a senior escalation resource and participates in complex troubleshooting, Microsoft 365 administration, infrastructure support, and engagement with practice teams. The position also leads technology projects such as hospital onboarding, infrastructure improvements, security programs, deployments, vendor implementations, and enterprise initiatives, from planning through implementation and operational handoff. This is a fully remote, U.S.-based position with periodic travel for hospital visits, vendor engagements, project implementations, leadership meetings, and other strategic initiatives. The ideal candidate brings technical depth, service leadership, project management, business judgment, and a strong customer-service orientation. Veterinary, animal health, or multi-site healthcare experience is strongly preferred.

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 within 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.
Strong technical knowledge of Microsoft 365, Entra ID, Microsoft Intune, Exchange Online, Microsoft 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, with the technical depth to participate directly in complex escalations.
Exceptional customer service, relationship management, and interpersonal skills.
Strong written and verbal communication skills for working 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, and IT documentation or 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

Own day-to-day IT support and service delivery across Alliance Animal Health’s national hospital network.
Lead internal IT support resources and the co-managed IT service model; monitor ticket queues, escalations, service levels, response and resolution performance, customer satisfaction, and recurring support trends.
Serve as a senior escalation resource and troubleshoot complex technical issues when needed.
Establish and improve support processes, escalation procedures, documentation standards, and service expectations.
Partner with hospital and Operations leadership to understand technology challenges, address recurring issues, and minimize disruption to patient care and hospital operations.
Lead the day-to-day operational relationship with the managed service provider, define responsibilities, hold vendors accountable to commitments and service expectations, and lead service reviews and governance meetings.
Review ticket trends, escalations, after-hours activity, incidents, service performance, and improvement opportunities; coordinate onboarding, knowledge transfer, process improvement, and service expansion.
Build relationships with Practice Managers, Regional Directors, Regional Managers, Operations leadership, and corporate stakeholders; communicate service performance, initiatives, risks, and improvement opportunities.
Monitor CSAT and other experience metrics, develop improvement plans, and address recurring issues and root causes.
Lead IT initiatives from planning through implementation and operational handoff; develop project plans, schedules, milestones, dependencies, risk plans, and communication strategies.
Manage concurrent projects across a nationally distributed organization and coordinate internal stakeholders, MSP resources, vendors, Operations teams, and hospital leadership.
Lead or support hospital onboarding and integration, network standardization and 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, and provide accurate monthly, quarterly, and annual performance reporting.
Monitor and report on ticket volumes, response and resolution times, open and aging tickets, escalations, CSAT, after-hours activity, hospital support trends, MSP and vendor performance, and recurring incidents.
Use service data and trend analysis to identify operational improvements and technology investment opportunities, and provide actionable updates to senior leadership.
Maintain 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; work 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.
Coordinate with vendors supporting specialized veterinary equipment and software; maintain operational documentation, architecture information, asset visibility, standards, processes, and technology inventories.
Balance hands-on technical involvement with leadership, delegation, and ownership of outcomes.