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Why You'll Love This Job
The Director of Technology & IT Operations leads OFFOR Health’s internal technology function in support of clinical, operational, administrative, and growth priorities across a geographically distributed healthcare services organization. This role is accountable for the performance, reliability, structure, and continuous improvement of technology operations, including internal IT support, business systems, systems integrations, vendor coordination, user support, data and reporting enablement, and technology governance.
This role requires an operationally credible leader who can build team structure, set clear expectations, drive accountability, prioritize work across competing business needs, and ensure that technology services are responsive, scalable, and aligned with company objectives. The Director must operate as the accountable leader of the function, not solely as a technical individual contributor, and must translate business priorities into effective technology support and execution.
This role also owns core internal technology operating controls, including user access administration, device lifecycle management, purchasing and licensing governance, onboarding and offboarding technology processes, and coordination of cybersecurity and technology risk practices with internal leaders and external partners. This role is first and foremost the accountable leader of OFFOR Health’s technology and IT operations function in support of SmileMD growth, service reliability, user support, systems governance, and operational scale.
Essential Leadership Responsibilities
This role requires an operationally credible leader who can build team structure, set clear expectations, drive accountability, prioritize work across competing business needs, and ensure that technology services are responsive, scalable, and aligned with company objectives. The Director must operate as the accountable leader of the function, not solely as a technical individual contributor, and must translate business priorities into effective technology support and execution.
This role also owns core internal technology operating controls, including user access administration, device lifecycle management, purchasing and licensing governance, onboarding and offboarding technology processes, and coordination of cybersecurity and technology risk practices with internal leaders and external partners. This role is first and foremost the accountable leader of OFFOR Health’s technology and IT operations function in support of SmileMD growth, service reliability, user support, systems governance, and operational scale.
Essential Leadership Responsibilities
- Lead the internal technology and IT operations function with clear accountability for service delivery, team effectiveness, responsiveness, and operational reliability.
- Establish and maintain team structure, role clarity, workflows, service expectations, escalation pathways, and manager routines needed to support a growing, distributed organization.
- Provide direct leadership to technology team members, including regular 1:1s, coaching, workload oversight, performance management, and professional development.
- Build a cohesive, service-oriented technology function that is viewed by the business as accessible, responsive, organized, and accountable.
- Ensure team priorities are aligned with company goals, and that work is appropriately prioritized across support needs, systems initiatives, implementation of work, reporting needs, and enterprise projects.
- Drive consistent leadership presence, cross-functional engagement, and proactive communication with stakeholders.
Responsibilities
Technology Operations and IT Support
Technology Strategy and SmileMD Scalability
Business Systems, Integrations, and Technology Enablement
Vendor Management
Data, Reporting, and Analytics Enablement
Technology Governance, Cybersecurity Coordination, and Risk Management
Technology Asset, Access, and Lifecycle Management
Cross-Functional Leadership Expectations
- Oversee day-to-day internal IT operations, ensuring effective end-user support for corporate, clinical, and operational teams.
- Establish and monitor service standards for responsiveness, issue resolution, ticket management, communication, and stakeholder follow-through.
- Ensure appropriate ticket intake, triage, assignment, prioritization, escalation, and closure processes are in place and functioning effectively.
- Create visibility into support volumes, recurring issues, service gaps, and trends to improve user experience and operational performance.
- Ensure reliable support for hardware, software, remote workforce needs, devices, user access, and core business technology platforms.
Technology Strategy and SmileMD Scalability
- Support and help execute the technology strategy required to scale SmileMD across a growing multi-state operating footprint.
- Partner with operations and executive leadership to ensure systems, support processes, reporting enablement, and technology workflows can support continued SmileMD growth.
- Identify technology constraints, process friction, and system dependencies that may limit operational scale, and develop practical solutions to address them.
- Translate business growth needs into technology priorities, sequencing, and execution plans.
Business Systems, Integrations, and Technology Enablement
- Lead the administration, optimization, and business alignment of core operational systems and platforms supporting OFFOR Health’s workflows.
- Partner with operations, clinical leadership, revenue cycle, scheduling, patient care coordination, and leadership teams to identify system needs, process friction, and improvement opportunities.
- Ensure systems are configured, governed, and supported in a manner that promotes reliability, usability, compliance, and scalable operations.
- Oversee change management for new systems, functionality, workflows, and user adoption.
- Partner with internal and external stakeholders to support integration of key business and clinical systems across the company’s operating model.
- Help define and prioritize technology roadmap needs tied to business growth, operating leverage, reporting visibility, scalability, and risk reduction.
- Ensure technology solutions are implemented with clear ownership, practical operating workflows, and post-launch support.
- Support enterprise initiatives involving systems migration, workflow redesign, interoperability, data flow, and operational enablement.
Vendor Management
- Manage external technology vendors, consultants, implementation partners, and support providers.
- Hold vendors accountable for service levels, deliverables, issue resolution, timelines, and alignment with contractual expectations.
- Assist in technology-related evaluation, selection, implementation, and governance of vendors and platforms.
- Serve as a key business owner for third-party relationships tied to internal systems, IT services, and operational technology infrastructure.
Data, Reporting, and Analytics Enablement
- Support the business’s need for accurate, timely, and actionable reporting by partnering across departments on reporting priorities, data sources, and business requirements.
- Help ensure the technology function appropriately supports data access, report development workflows, system-based reporting enablement, and analytical scalability.
- Partner with leadership to improve visibility into operational performance, team support metrics, and system effectiveness.
- Contribute to a disciplined operating environment in which analytics and reporting are supported as business enablers, without allowing ad hoc report development to displace core leadership responsibilities.
Technology Governance, Cybersecurity Coordination, and Risk Management
- Establish practical controls and governance around user access, system administration, change management, documentation, support processes, and operational continuity.
- Coordinate cybersecurity, technology risk, and system protection efforts with internal leaders and external IT/security partners.
- Help ensure appropriate practices are in place for access controls, user provisioning, device security, password and authentication standards, endpoint management, data protection, and incident response escalation.
- Partner with internal leaders and outside experts, as applicable, to support HIPAA-aware practices, technology security hygiene, business continuity, and risk mitigation.
- Ensure appropriate documentation exists for systems, workflows, support procedures, and key operational dependencies.
- Monitor for and escalate material technology, support, or systems risks appropriately and in a timely manner.
Technology Asset, Access, and Lifecycle Management
- Oversee technology-related purchasing, software licensing, device inventory, and asset lifecycle management.
- Ensure hardware, software, and licensing needs are planned, tracked, provisioned, and managed in a cost-conscious and operationally reliable manner.
- Maintain visibility into system subscriptions, user licenses, renewals, equipment assignments, and replacement planning.
- Own and maintain structured onboarding and offboarding technology processes for employees and applicable contractors.
- Ensure timely provisioning and deprovisioning of devices, accounts, licenses, permissions, and access across company systems.
- Maintain role-based access discipline and partner with HR and department leaders to ensure technology access aligns with organizational changes.
- Ensure onboarding and offboarding workflows are documented, repeatable, and auditable.
Cross-Functional Leadership Expectations
- Operate as the accountable leader of the technology function across the enterprise.
- Build strong, credible partnerships with operations, clinical leadership, revenue cycle, HR, finance, and executive leadership.
- Communicate clearly and consistently regarding priorities, constraints, progress, risks, and support expectations.
- Participate in strategic planning and operational execution as a functional leader, helping the company scale systems and technology capabilities in line with growth.
- Lead with a service orientation while maintaining discipline, prioritization, and business alignment.
Skills & Qualifications
The ideal candidate will demonstrate:
Education and Experience
Key Areas of Accountability
Physical and Other Requirements
Network Requirements
OFFOR Health Benefits
OFFOR Health currently offers full competitive employee benefits including medical, dental and vision insurance, LTD, STD and Group Life insurance, 401(k) retirement plan, flexible time off and paid holidays.
OFFOR Health does not discriminate on the basis of actual or perceived race, religion, color, national origin, ancestry, disability, medical condition, marital status, sex, age, sexual orientation, gender identity or expression, family responsibility, personal appearance, genetic information, matriculation, political affiliation, or any other status protected under law.
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- Strong people leadership and team management capability
- High responsiveness, follow-through, and ownership
- Ability to lead a function rather than operate primarily as an individual contributor
- Sound judgment in prioritizing across operational support, systems work, and strategic initiatives
- Ability to create clarity, structure, and accountability in a growing environment
- Credibility with both technical and non-technical stakeholders
- Strong business partnership orientation with practical problem-solving skills
- Comfort operating in an evolving, fast-paced, multi-state healthcare organization.
Education and Experience
- Bachelor’s degree in information technology, healthcare administration, business, information systems, or related field preferred; equivalent experience considered.
- 7+ years of progressive experience in IT operations, business systems, technology support, or related functions.
- 3+ years of people leadership experience with direct responsibility for team management, performance, and functional accountability strongly preferred.
- Experience leading internal IT support, business systems, or technology operations in a distributed or multi-site environment required; healthcare services environment strongly preferred.
- Experience with business systems implementation, support operations, vendor management, user support operations, device management, software licensing, onboarding/offboarding controls, and cross-functional technology enablement required.
- Experience coordinating with managed service providers, infrastructure vendors, cybersecurity partners, or similar third parties strongly preferred.
- Experience supporting growth-stage healthcare operations, particularly multi-site service delivery environments, strongly preferred.
- Experience supporting reporting, analytics, or business intelligence functions is beneficial, but this role is fundamentally a leadership role over the technology and IT operations function.
- Project management, process improvement, or systems certifications are helpful but not required.
Key Areas of Accountability
- Technology team leadership and effectiveness
- End-user support responsiveness and service quality
- Ticket operations and workflow discipline
- Business systems reliability and support
- SmileMD technology scalability and operational enablement
- Vendor management and execution oversight
- Reporting and analytics enablement support
- Technology governance, cybersecurity coordination, and risk management
- Purchasing, licensing, device lifecycle, onboarding/offboarding, and access control governance
- Technology documentation, controls, and operational continuity.
- Other Duties of Assigned
Physical and Other Requirements
- Ability to work remotely with sustained effectiveness in a distributed environment
- Ability to travel periodically to support business needs, implementations, training, team development, or operational alignment
- Ability to manage multiple priorities and maintain responsiveness in a dynamic healthcare services environment
- Willingness and ability to travel up to 10% of the time to support business needs, ensuring integration and alignment of operations across locations.
Network Requirements
- High-speed internet with a minimum download speed of 25 Mbps and a minimum upload speed of 5 Mbps.
OFFOR Health Benefits
OFFOR Health currently offers full competitive employee benefits including medical, dental and vision insurance, LTD, STD and Group Life insurance, 401(k) retirement plan, flexible time off and paid holidays.
OFFOR Health does not discriminate on the basis of actual or perceived race, religion, color, national origin, ancestry, disability, medical condition, marital status, sex, age, sexual orientation, gender identity or expression, family responsibility, personal appearance, genetic information, matriculation, political affiliation, or any other status protected under law.