An executive leadership opportunity is available for a Director, Info Ops, to lead the technical support strategy and operations. This role is focused on driving business growth by enhancing the customer experience for VIP customers through operational efficiency, high customer satisfaction, and strategic technical execution.

This is a full-time position, remote in Georgia (GA), but requires frequent travel to a large client site in the DC/Baltimore area.

Role Summary and VIP Customer Focus

The Director is responsible for the overall vision, strategy, and daily management of the Technical Support and Field Services teams. A key focus is acting as a crucial liaison between the company, its Managed Services team, VIP customers, and offshore vendors, ensuring technology solutions align with and exceed customer expectations, particularly in the Revenue Cycle Management (RCM) domain.

Key Responsibilities:

• Strategic Leadership: Develop and achieve technical support strategic objectives and goals, and lead the development of the vision and strategy for VIP customers and the Managed Services team.
• Customer Relationship Management: Focus on driving stronger relationships with VIP customers and increasing customer satisfaction by executing tactical plans. Serve as the liaison to provide customer feedback to the Senior Management Team.
• Team Management: Manage and direct the Technical Support team and Field Services team, performing all personnel functions (interviewing, evaluating, mentoring) to maintain a highly productive and motivated staff.
• Technical Project Management: Manage technical projects specific to VIP customers and the Managed Services team. Define technical requirements, system goals, and identify and resolve technical issues in collaboration with stakeholders.
• Process Improvement: Analyze business processes and collaborate with Managed Services, Application Support, Application Development, and Operations to identify opportunities to streamline processes and automate activities.
• Technology Oversight: Forecast and manage technology costs by providing input into annual budget planning. Maintain awareness of emerging trends and drive technological innovation across systems, applications, and RCM solutions.

Required Experience and Technical Qualifications

The ideal candidate is an experienced IT/IS leader with a strong background in software solutions, infrastructure, and revenue cycle management, coupled with advanced leadership and project management skills.

• Experience (Required):
  • 8+ years’ experience in an IS/IT role designing, implementing, and maintaining software solutions, systems, applications, and Revenue Cycle Management (RCM).
  • 5+ years’ experience in a management or supervisory role.
• Infrastructure Knowledge: Experience with a wide range of technologies, including:
  • Microsoft Windows servers and Directory Services.
  • Cloud computing and hosting environment (AWS).
  • Microsoft 365 solution and architecture.
  • Storage Area Networks, Virtualization, and data center infrastructure.
  • Backup and recovery, application delivery, and system monitoring.
• Skills & Abilities:
  • Advanced leadership and project management skills.
  • Strong ability to communicate effectively, analyze, and creatively problem-solve.
  • Knowledge of current protocols, internet standards, data privacy practices, and laws.
• Education: Bachelor’s degree in computer science, software engineering, or related field (or equivalent combination of education and experience).