IT Director

Job Description

We have an immediate opportunity for an IT Director to join a lean, high-impact technology team supporting more than 250 veterinary hospitals across the United States.

Reporting directly to the Vice President of Technology, the IT Director will be responsible for leading day-to-day IT service delivery and helping execute key technology initiatives across Alliance Animal Health.

This is a highly hands-on technical leadership position. While the IT Director will provide leadership, direction, vendor oversight, and project management, this individual will also remain actively engaged in the technology environment, including troubleshooting complex issues, Microsoft 365 administration, escalations, infrastructure support, and direct engagement with practice teams.

The IT Director will have primary responsibility for the success of AAH’s newly established co-managed IT support model, working closely with our managed service provider, internal technology resources, hospital teams, Operations leadership, and other business stakeholders. This individual will be accountable for ensuring practices receive a consistent, responsive, and high-quality support experience while maintaining transparency, measurable service standards, and a strong customer-focused culture.

In addition to service delivery, the IT Director will have an active role in executing strategic technology initiatives across the organization. Strong project management skills are essential, as this position will lead and coordinate technology deployments, infrastructure improvements, practice onboarding initiatives, security programs, vendor implementations, and other enterprise IT projects.

The ideal candidate combines strong technical depth with service leadership, project management, business judgment, and an exceptional customer-service mindset. Experience supporting veterinary, animal health, or multi-site healthcare environments is strongly preferred.

This is a fully remote position with periodic travel required for hospital visits, vendor engagements, project implementations, leadership meetings, and strategic initiatives.

IT Support & Service Delivery

• Own day-to-day IT support and service delivery across Alliance Animal Health’s national hospital network.
• Provide leadership and direction for internal IT support resources and the co-managed IT service model.
• Monitor ticket queues, escalations, service levels, response times, resolution performance, customer satisfaction, and recurring support trends.
• Ensure practices receive consistent, timely, and customer-focused technology support.
• Serve as a senior escalation resource and remain actively involved in troubleshooting complex technical issues when needed.
• Establish and continuously improve support processes, escalation procedures, documentation standards, and service expectations.
• Partner closely with hospital and Operations leadership to understand technology challenges and proactively address recurring issues.
• Ensure technology support processes align with the operational needs of veterinary practices and minimize disruption to patient care and hospital operations.

Co-Managed IT & Vendor Management

• Serve as the primary day-to-day operational leader for AAH’s co-managed IT partnership.
• Manage the relationship with the organization’s managed service provider and ensure the partnership operates as an extension of the AAH Technology team.
• Define and maintain clear responsibilities between internal IT resources and external technology partners.
• Hold vendors accountable to contractual commitments, service-level expectations, reporting requirements, and customer satisfaction objectives.
• Lead recurring service reviews and operational governance meetings.
• Review ticket trends, escalations, after-hours activity, recurring incidents, service performance, and opportunities for improvement.
• Coordinate onboarding, knowledge transfer, process improvement, and service expansion activities.
• Work collaboratively with technology vendors supporting specialized systems and equipment within veterinary hospitals.

Customer Experience & Practice Support

• Serve as a senior advocate for AAH hospitals and ensure technology services remain focused on the needs of practice teams.
• Build strong relationships with Practice Managers, Regional Directors, Regional Managers, Operations leadership, and corporate stakeholders.
• Maintain regular communication with business partners regarding service performance, technology initiatives, risks, and improvement opportunities.
• Establish and maintain a culture of accountability, responsiveness, transparency, and exceptional customer service.
• Monitor Customer Satisfaction (CSAT) and other experience metrics and develop improvement plans when performance falls below expectations.
• Identify recurring issues across practices and work proactively with internal resources and external partners to address root causes.

Project & Program Management

• Lead and coordinate key IT initiatives from planning through implementation and operational handoff.
• Develop project plans, schedules, milestones, dependencies, risks, and communication strategies.
• Manage multiple concurrent technology projects across a nationally distributed organization.
• Coordinate internal stakeholders, MSP resources, vendors, Operations teams, and hospital leadership throughout project execution.
• Lead or support initiatives involving: • New hospital onboarding and integration
• Network standardization and infrastructure modernization
• End-of-life hardware replacement programs
• Microsoft 365 initiatives
• Cybersecurity improvements
• Endpoint management and standardization
• Application implementations and migrations
• Vendor transitions
• Technology policy and process improvements

• Communicate project status, risks, decisions, dependencies, and outcomes clearly to Technology and business leadership.
• Create repeatable deployment playbooks and standards that allow technology initiatives to scale across the organization.

Reporting & Analytics

• Own IT operational reporting and develop meaningful performance insights for Technology and executive leadership.
• Establish appropriate service delivery KPIs and ensure accurate, consistent reporting.
• Create and distribute monthly, quarterly, and annual IT performance reports.
• Monitor and report on: • Ticket volumes
• First response times
• Resolution times
• Open and aging tickets
• Escalation metrics
• Customer Satisfaction (CSAT)
• After-hours support activity
• Hospital support trends
• MSP and vendor performance
• Recurring incidents and problem areas

• Use service data and trend analysis to identify operational improvements and technology investment opportunities.
• Provide concise, actionable technology updates to senior leadership.

Technical Leadership

• Maintain a strong working knowledge of the AAH technology environment and remain actively involved in technical operations.
• Serve as a senior technical escalation point for difficult or business-critical issues.
• Troubleshoot issues involving endpoints, networking, Microsoft 365, authentication, cloud services, and hospital technology.
• Provide technical guidance and mentorship to Systems Administrators and other internal technology resources.
• Work closely with MSP engineering teams on advanced infrastructure, network, security, and cloud issues.
• Support technology standards covering workstations, servers, firewalls, switches, wireless infrastructure, remote access, endpoint security, and monitoring.
• Partner with vendors supporting specialized veterinary equipment and software where coordination across multiple technology providers is required.
• Maintain high-quality operational documentation, architecture information, asset visibility, standards, processes, and technology inventories.

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