Director, IT Operations

Position Summary

SUN Behavioral Health is seeking a Director of IT Operations to lead day-to-day technology operations and service delivery across the organization. Reporting to the Vice President of Information Technology & Services, the Director provides operational leadership for end-user services, infrastructure, connectivity, technology implementations, and other IT operations. Working within a managed-services environment, the Director coordinates internal IT staff, the managed service provider, technology vendors, and organizational leaders to establish priorities, resolve escalations, and ensure work is completed effectively and timely.

This is a hands-on leadership role that combines oversight with direct involvement. The Director remains actively engaged in technical problem-solving, projects, implementations, and operational activities when their involvement adds value, while leveraging the MSP and other specialized resources for much of the technical execution. The Director also serves as an accessible technical and operational resource to internal IT staff, providing guidance, coaching, and problem-solving support.

Key Responsibilities

• Lead day-to-day IT operations and service delivery across the organization, coordinating internal IT staff, the MSP, and other technical partners.
• Maintain ownership of operational issues and initiatives through completion, regardless of whether technical execution is performed by internal IT staff, the MSP, or another vendor.
• Serve as a technical and operational resource to internal IT staff, providing guidance, coaching, and hands-on assistance with troubleshooting, projects, and implementations as needed.
• Manage the operational relationship with the MSP, setting priorities, monitoring service quality, evaluating recommendations, and holding the provider accountable for commitments and outcomes.
• Lead resolution of significant, complex, or recurring technology issues by engaging the appropriate resources, removing barriers, and ensuring follow-through.
• Oversee delivery and lifecycle of end-user technology, including standards, procurement, deployment, replacement, onboarding, and offboarding.
• Coordinate network, internet, wireless, telecommunications, and infrastructure needs with internal resources, the MSP, carriers, and other vendors.
• Lead technology projects and implementations, including new locations, expansions, relocations, acquisitions, and significant system changes.
• Oversee cybersecurity follow-through by ensuring required assessments are completed, identified risks are tracked, and remediation by the MSP and security partners is completed timely.
• Monitor service performance and recurring issues to identify root causes, improve reliability, and strengthen the user experience.
• Establish and reinforce consistent IT standards, procedures, documentation, asset records, and support practices across the organization.
• Evaluate technology and vendor recommendations and provide practical technical input for procurement, renewals, budgeting, and operational decisions.
• Communicate significant outages, risks, project impacts, technology changes, and unresolved barriers clearly to stakeholders and leadership.
• Identify opportunities to standardize, automate, and simplify IT processes while supporting evolving organizational priorities.

Qualifications & Requirements

• Demonstrated ability to lead IT operations while remaining willing and able to become directly involved in technical problem-solving and execution when appropriate.
• Broad working knowledge of end-user computing, infrastructure, networking, cloud and SaaS services, telecommunications, identity and access, and enterprise technology support.
• Strong experience working with managed service providers and technology vendors, including setting priorities, evaluating recommendations, monitoring performance, and driving accountability.
• Ability to serve as a trusted technical resource and coach to IT staff with varying levels of experience and expertise.
• Strong analytical, troubleshooting, organizational, and project-management skills with the ability to manage multiple concurrent priorities and initiatives.
• Strong written, verbal, and interpersonal communication skills with the ability to translate technical issues for nontechnical audiences and work effectively across departments and levels of leadership.
• Understanding of cybersecurity, privacy, and technology-risk principles applicable to a healthcare environment.
• Collaborative, service-oriented leadership style with a strong sense of ownership, follow-through, and shared accountability; ability to travel as business needs require.

Qualifications

Education

• Preferred: Bachelor's degree in Information Technology, Information Systems, Computer Science, Business, or a related field.
• An equivalent combination of relevant education, technical certifications, and progressively responsible experience may be considered.

Experience

• Required: Seven or more years of progressively responsible information technology experience, including significant responsibility for IT operations, infrastructure, technical support, or service delivery.
• Required: Experience leading IT staff, technical teams, projects, or external service providers and driving work through completion.
• Required: Experience supporting a broad enterprise technology environment, including Microsoft 365, endpoint technologies, networking, cloud or SaaS services, and cybersecurity controls.
• Preferred: Experience supporting multi-site organizations and managing relationships with MSPs, carriers, and other technology vendors.
• Preferred: Healthcare technology experience, including environments subject to HIPAA privacy and security requirements.