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Director of Information Technology (IT) Operations

Company: Planned Parenthood Northern California
Location: Concord
Posted on: April 27, 2021

Job Description:

Planned Parenthood Northern California is seeking a full time Director of IT Operations.SUMMARYThe Director of Information Technology (IT) Operations is a mid-level management position that directs departmental management activities centered on infrastructure and operations. Reporting to the Senior Director of Information Technology, this position contributes to developing, implementing, and managing operational plans supporting the IT strategy. This position works collaboratively with the Senior Director of Information Technology in ensuring effective recruitment, development, performance, and retention of qualified, enthusiastic, and motivated team members. This is a hands-on position that includes recommending new technology solutions, automation, and integration consistent with the overall IT Strategic Plan. The Director of IT Operations is accountable for meeting infrastructure uptime SLAs and oversees the proactive monitoring and maintenance of all server, network, and telecommunication systems.ESSENTIAL DUTIES & RESPONSIBILITIESPrimary responsibilities are divided between IT staff supervision and hands-on IT systems administration.Provide direct supervision and management of IT support staff, including help desk and on-site support Technicians. Coordinate technician on-site support schedule.Responsible for the management of all information technology systems and infrastructure, including Server, PC, Thin client, Network, and Phone Systems. Manage the full life-cycle maintenance of servers, workstations, and network infrastructure. Provide hands-on Level 3 support for all tactical systems/network issues that are escalated, and coordinate resolution with vendors and staff as necessary.Oversee the IT ticketing system, implement enhancements as needed to achieve process and data reporting efficiencies.Perform systems administrator and operations functions as appropriate in accordance with standards, policies, and procedures. Responsible for maintaining systems documentation such as IT Procedures Manual, network documentation, and best practices.Oversee the procurement, installation, and maintenance of IT hardware and software (includes PCs, peripherals, servers, networking equipment, licenses, operating systems, and other software).Provide a higher level, escalated technical support that requires on-site presence, including data backup and disaster recovery. Perform complex software/hardware troubleshooting, patches, and implementations in cooperation with the Senior Systems Administrator. Collaborate with the agency's business and clinical stakeholders to design and support their enterprise software initiatives while keeping in mind integration, efficiency, and architectural standards.Embrace diversity, equity, and inclusion in the execution of the duties and responsibilities.SUPERVISORY RESPONSIBILITIESDirectly supervises IT Help Desk and IT Technicians and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.QUALIFICATIONSTo successfully perform this job, an individual must perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Prior experience as a technical lead for a mid-size company in a multi-site environment.Prior experience supervising and managing technical IT staff.Prior experience in managing large and complex projects in IT infrastructure and operations.Strong technical understanding of the Microsoft Stack (Office 365, AD, DNS, Group Policy, Azure, Exchange, SQL, etc.), public cloud, storage, VMWare, Citrix, Veeam, and other enterprise technologies.Proven knowledge of a wide range of systems architecture, including diverse solution frameworks.Experience with scripting languages, such as Powershell.Knowledge of different storage types, connectivity methods, and the benefits for each (e.g., SAS, SATA, Flash, etc.)Understanding of IT Cybersecurity and Compliance, especially HIPAA and PCI.Extensive experience in system and network design, selection, and development.Solid understanding of information processing fundamentals and best practices.Experience conducting technology trends, standards, and product research.Experience providing guidance and leadership to IT team members, including system administrators and technicians.Experience designing, integrating, and managing complex infrastructure solutions, including cloud solutions integration.Ability to provide technical systems solutions, determine overall design direction and provide hardware recommendations for complex technical issues.Excellent interpersonal skills with the ability to establish positive and constructive working relationships with individuals at varying levels within the organization.EDUCATION AND/OR EXPERIENCEBachelor's degree in Computer Science, Engineering, or related field or an equivalent combination of education and experience. 10+ years of experience in enterprise IT systems and network engineering, data center, implementation, and support. 5+ years of experience with managing direct report staff. 2+ years of experience in the Health care industry is a plus.COMPUTER SKILLSWorking knowledge and experience in Citrix XenDesktop, VMware, VMware VCenter, Windows Server, and Windows 10.Strong understanding of the complete Microsoft Stack including O365, AD, DNS, Group Policy, Azure, Exchange, SQL, etc., public cloud, storage, VMWare, NetApp, Veeam, Cisco, storage technologies, converged technologiesAdvanced knowledge of TCP/IP and TCP/IP troubleshooting, including routing protocols. Knowledge of Microsoft SQL, Pure Storage, WatchGuard Firewalls, Cylance Protect, Imprivata, and Okta. Knowledge of and work experience in VDI, Single Sign On (SSO) technologies such as Imprivata and Okta.Knowledge of Cybersecurity and HIPAA security compliance, including technologies for secure Remote Access, Single Sign-on, Multi-Factor Authentication, MDM, Disaster Recovery, and security monitoring tools.Ability to coach staff on using the various software used at the agency. Familiarity with Raiser's Edge, Great Plains, and Epic EHR.OTHER SKILLS, ABILITIES, QUALIFICATIONSExcellent diagnostic, troubleshooting skills (identify, research, and resolve technical problems). Project Management experience, especially with large technology projects.Ability to communicate well with customers, users, and vendors, both verbally and in writing. Excellent customer service skills. Excellent understanding of a network riding on an SDWAN backbone in a collocated data center environment. Working knowledge of network monitoring tools.Ability to prioritize and multi-task, meet deadlines, and meet the established Service Level Agreement for IT support. Strongly motivated with good organizational skills and the ability to work well with diverse people. Ability to travel to various PPNorCal facilities and Data Center as needed. Knowledge of current Wifi technology.Experience in health care, preferably a clinical setting, including EHR systems.Commitment to quality health care.Planned Parenthood Northern California is an equal opportunity employer and works affirmatively to include diversity among its staff and does not discriminate on the basis of race, color, ethnicity, religion, sex/gender identity, sexual orientation, national origin, age, disability, income, marital status or any other irrelevant dimension of diversity. PPNorCal values collaboration between employees of diverse backgrounds and experiences. Planned Parenthood Northern California generates healthier communities through the delivery of quality sexual and reproductive health care services.We provide healthcare and education services to 137,000 adults and youth every year at 17 health centers located throughout 20 Northern California counties. Planned Parenthood Northern California offers high-quality, affordable health care to all, regardless of income, insurance or immigration status. We care. No matter what! Our experienced and caring medical staff gives each patient honest information and personal attention. We provide a full range of services including birth control, breast exams, cancer screenings, medication and in-clinic abortion, pregnancy testing and counseling, prenatal care, PrEP and nPEP to prevent HIV infection, STD screening and treatment, vasectomy and infertility services, gender-affirming hormone therapy, and more.

Keywords: Planned Parenthood Northern California, Concord , Director of Information Technology (IT) Operations, IT / Software / Systems , Concord, California

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