IT Director, Infrastructure & Operations in Remote, Florida at Symphony Spine Pain and Neuro Alliance LLC

Position Summary

The IT Director – Infrastructure & Operations is responsible for daily technology operations, infrastructure stability, enterprise support functions, and IT service delivery across Symphony's growing multi-practice healthcare platform. This role serves as the operational owner of technology across all practices, locations, and supporting business entities while partnering closely with the Chief Technology Officer (CTO) to execute enterprise technology strategy and priorities.

The IT Director will act as the primary liaison and operational leader for Symphony's Managed Services Provider (MSP), ensuring the organization maximizes value, accountability, responsiveness, and cost efficiency from third-party support relationships. The role owns the operational technology foundation including end-user support, device lifecycle management, enterprise telephony, network and security oversight, enterprise administrative controls, interface maintenance, and technical documentation.

As Symphony continues to scale across multiple practices and facilities, this role will establish standardized technology processes, documentation, and support structures while driving operational consistency across all sites.

Core Responsibilities

IT Operations & Service Delivery

1. Own and manage daily IT operations across all Symphony practices, locations, and administrative entities.
2. Serve as escalation point for operational technology issues impacting users, systems, and locations.
3. Partner closely with the CTO to communicate priorities, risks, trends, and improvement opportunities.
4. Establish and maintain IT operational standards and support procedures.
5. Drive issue resolution while balancing internal resources and MSP utilization.
6. Develop and maintain IT service metrics, SLAs, and operational reporting.

Technology Standardization & Transformation

1. Identify opportunities to reduce technical debt and platform fragmentation.
2. Partner with the CTO to develop and execute multi-year technology roadmaps.
3. Support technology transformation initiatives related to acquisitions, integrations, automation, and enterprise platform consolidation.
4. Drive standardization initiatives across practices in the following domains:

• Hardware platforms
• Network architecture
• Security standards
• Telephony solutions
• Identity and user onboarding
• Clinical and operational technologies

MSP Relationship Management & Vendor Oversight

1. Act as primary operational owner for Symphony's MSP relationship.
2. Drive accountability around support quality, response times, escalations, and deliverables.
3. Monitor MSP performance and ensure resources are utilized appropriately and cost-effectively.
4. Coordinate vendor relationships across infrastructure, telephony, security, and supporting technologies.
5. Evaluate vendor proposals and identify cost optimization opportunities.

Practice Integration Support

1. Support technical due diligence activities for potential acquisitions and practice partnerships.
2. Develop repeatable onboarding playbooks for newly acquired locations.
3. Coordinate migration and standardization activities across infrastructure, user access, hardware, telephony, and clinical systems.
4. Drive post-acquisition stabilization and integration efforts.

Infrastructure, Network & Security Operations

1. Partner with MSP and security teams to maintain security standards and monitoring.
2. Support implementation and enforcement of enterprise access and security controls.
3. Own development, testing, and maintenance of incident response, business continuity, and disaster recovery plans.
4. Maintain oversight of enterprise infrastructure, including:

• Network environments and site connectivity
• Firewalls and security controls
• Wireless infrastructure
• Endpoint management
• Remote access technologies

Enterprise Administration & Identity Management

1. Serve as primary administrator for enterprise break-glass accounts and administrative configurations.
2. Maintain and govern privileged access processes.
3. Ensure appropriate controls exist around critical administrative systems.
4. Maintain user lifecycle processes, including:

• Onboarding
• Offboarding
• Role changes
• Access reviews

Device Lifecycle & Asset Management

1. Own enterprise hardware lifecycle management strategy and execution.
2. Establish replacement standards and refresh planning across practices.
3. Coordinate procurement, deployment, imaging, and device retirement processes.
4. Maintain inventory and documentation of:

• Laptops and desktops
• Mobile devices
• Printers and peripherals
• Telephony equipment

Enterprise Telephony Ownership

1. Lead consolidation and ongoing management of enterprise telephony systems.
2. Define enterprise voice standards and oversee implementation across practices.
3. Ensure operational continuity for clinical and administrative communication workflows.

Clinical Applications, Interfaces & EHR Support

1. Support ongoing administration and maintenance of enterprise clinical applications.
2. Partner with clinical, operational, and revenue cycle teams to ensure technology supports business workflows.
3. Maintain interface documentation and escalation procedures.
4. Coordinate interface monitoring and issue resolution involving:

• EHR systems
• Clearinghouses
• Practice management systems
• Third-party clinical integrations

Documentation, Standards & Operational Governance

1. Establish repeatable operational processes that scale with organizational growth.
2. Support annual technology planning and budgeting processes.
3. Create and maintain enterprise documentation, including:

• Facility technology profiles
• Network diagrams
• Device and user inventories
• Administrative account documentation
• SOPs and operational runbooks

Qualifications

• 7+ years of progressive experience in healthcare IT operations, infrastructure management, or enterprise technology leadership, including multi-site environments.
• Experience managing third-party vendors and MSP relationships.
• Experience creating operational documentation and scalable support processes.
• Strong organizational and stakeholder management skills.
• Ability to balance strategic priorities with hands-on operational execution.
• Strong understanding of:

1. Network infrastructure
2. Endpoint management
3. Microsoft 365 administration
4. Identity and access management
5. Enterprise telephony systems
6. Security principles and controls
7. Healthcare technology environments

Preferred Experience

• Experience in healthcare, MSO, or multi-specialty medical group environments.
• Familiarity with:

1. eClinicalWorks (ECW)
2. Healthcare interfaces (HL7, APIs)
3. Practice management systems
4. Enterprise telephony platforms

• Experience supporting acquisitions and practice integrations.
• Exposure to security frameworks, including:

1. HIPAA
2. HITRUST
3. PCI DSS
4. ISO/IEC aligned environments

• Experience managing technology environments undergoing rapid growth and standardization.